The Lakeland Surgical & Diagnostic Center is the second largest ASC in Florida and is comprised of two separate independently licensed and accredited facilities housed on three campuses. The main campus on North Florida Road has been awarded the CTQ Apex Award for the last two years, and this year the LSDC Griffin Road campus was recognized with a 2010 Apex Quality Award for the first time.
David G. Daniel, CEO of LSDC and Emily Duncan, executive director of the LSDC Griffin Road campus, share three best practices for how their facilities exceed expectations for quality care.
1. Highly committed personnel. The main campus began operations in 1996 and the Griffin Road campus opened in 2004. Much of the staff has stayed on since the openings. "We are consistently recognized above national standards in the areas of people and personnel," says Ms. Duncan. "We have very little staff turn-over and many times staff members are named personally in the survey feedback we receive on a monthly basis." The LSDC was recently recognized by Becker's ASC Review and Becker's Hospital Review as one of the "100 Best Places to Work in Healthcare," and has a solid reputation of happy employees and physicians.
One initiative contributing to Lakeland's high quality medical care and patient satisfaction is the creation of a "Greeter" position. "The Greeter meets every patient and family member as they walk in the door," says Mr. Daniel. "This person ensures the family member's comfort while waiting, keeps track of their loved one who is undergoing a procedure and keeps them informed of their progress and recovery."
2. Consistent pursuit of patient satisfaction. LSDC utilizes the CTQ patient satisfaction data to continuously monitor and evaluate its responsiveness to the needs, desires and expectations of its patients and customers. The senior managers sit down together for a three hour meeting each week to discuss all aspects of the company's operations, and this includes patient satisfaction. Mr. Daniel meets weekly with the organization's director of marketing to go over each patient suggestion card and the CTQ report to determine how to respond to any patient complaints.
It is normal LSDC procedure for the director of marketing to call patients directly to speak with them about their experience at Lakeland and inquire about their recovery. She stays in contact with the patients and ensures any outstanding issues are resolved to the satisfaction of the patient and his or her family. "It should be noted that the LSDC has not had a malpractice suit in over six years, and this kind of follow-up and patient interaction plays a big part in this successful record," says Mr. Daniel.
3. Highly certified staff. All Lakeland directors and managers are encouraged to seek the highest certification and credentials in their area of expertise. "LSDC pays for all courses, education, travel, tests, seminars, dues, etc., to attain and maintain these credentials," says Mr. Daniel. The environment of growth benefits everyone involved in the maintenance and use of the center.
View a sample patient survey (pdf) from Lakeland Diagnostic and Surgery Center.
Learn more about the Lakeland Diagnostic and Surgery Center.
Learn more about CTQ Solutions.
David G. Daniel, CEO of LSDC and Emily Duncan, executive director of the LSDC Griffin Road campus, share three best practices for how their facilities exceed expectations for quality care.
1. Highly committed personnel. The main campus began operations in 1996 and the Griffin Road campus opened in 2004. Much of the staff has stayed on since the openings. "We are consistently recognized above national standards in the areas of people and personnel," says Ms. Duncan. "We have very little staff turn-over and many times staff members are named personally in the survey feedback we receive on a monthly basis." The LSDC was recently recognized by Becker's ASC Review and Becker's Hospital Review as one of the "100 Best Places to Work in Healthcare," and has a solid reputation of happy employees and physicians.
One initiative contributing to Lakeland's high quality medical care and patient satisfaction is the creation of a "Greeter" position. "The Greeter meets every patient and family member as they walk in the door," says Mr. Daniel. "This person ensures the family member's comfort while waiting, keeps track of their loved one who is undergoing a procedure and keeps them informed of their progress and recovery."
2. Consistent pursuit of patient satisfaction. LSDC utilizes the CTQ patient satisfaction data to continuously monitor and evaluate its responsiveness to the needs, desires and expectations of its patients and customers. The senior managers sit down together for a three hour meeting each week to discuss all aspects of the company's operations, and this includes patient satisfaction. Mr. Daniel meets weekly with the organization's director of marketing to go over each patient suggestion card and the CTQ report to determine how to respond to any patient complaints.
It is normal LSDC procedure for the director of marketing to call patients directly to speak with them about their experience at Lakeland and inquire about their recovery. She stays in contact with the patients and ensures any outstanding issues are resolved to the satisfaction of the patient and his or her family. "It should be noted that the LSDC has not had a malpractice suit in over six years, and this kind of follow-up and patient interaction plays a big part in this successful record," says Mr. Daniel.
3. Highly certified staff. All Lakeland directors and managers are encouraged to seek the highest certification and credentials in their area of expertise. "LSDC pays for all courses, education, travel, tests, seminars, dues, etc., to attain and maintain these credentials," says Mr. Daniel. The environment of growth benefits everyone involved in the maintenance and use of the center.
View a sample patient survey (pdf) from Lakeland Diagnostic and Surgery Center.
Learn more about the Lakeland Diagnostic and Surgery Center.
Learn more about CTQ Solutions.
