4 Best Practices to Improve the Patient Experience in a GI ASC: Mirage Endoscopy Center

Written by Rob Kurtz | July 08, 2010

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Dana Folstrom, RN, CASC administrator for Mirage Endoscopy Center, a Health Inventures ASC, in Rancho Mirage, Calif., shares the following four ways his ASC has improved the experience of its patients.

1. Staff is trained to be patient focused. Since patients are generally very nervous walking in, the pre-procedure nurses are trained to give the patient the time and information they need to understand what is going to be happening, when and by whom. It allows the patient to gain trust in the process and the people involved. We try to be professional but personable, with an emphasis on personable.

2. We provide private rooms for the pre-procedure assessment and spa quality robes for the patients.

3. In the gurney staging area where patients are taken to be prepared for the procedure, we have installed lighted pictures in the ceiling for the patients and we play soothing music in the background. We find this helps relax the patients.

4. When we hire, we look primarily for staff that are first qualified, but as important is the attitude they bring to job. We want our patients to feel not only safe but relaxed. Our staff does a great job of keeping an upbeat relaxed environment that certainly enhances the patient's experience.

Thank you to Health Inventures for arranging this interview.

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