Name: West Bloomfield Surgery Center (d.b.a. Lake Surgery Center) in West Bloomfield, Mich.
Opened: July 2005
Annual case volume: 5,700 cases
Specialties: GI, ophthalmology, plastics, orthopedics, pain management, GYN, urology, ENT, general surgery, oral surgery, podiatry and hand surgery
Number of physician owners/physician users: 22 partners/56 credentialed physicians
Corporate partner: National Surgical Hospitals
What makes it great: West Bloomfield Surgery Center, which services the Detroit metropolitan area, is the highest ranked ASC for employee satisfaction in the National Surgical Hospital family of surgery centers, and was ranked first overall for all of NSH’s facilities, according to Anne Hargrave-Thomas, administrator/CEO of the ASC. This high level of satisfaction is reflected in year-over-year improvement in patient and physician satisfaction and the facility’s turnover rate, which is below the national average.
The leadership team of West Bloomfield Surgery Center, which has four ORs and two procedure rooms, provides numerous opportunities for staff members to share their observations and suggestions through the use of general staff meetings, rounding, departmental meetings and a suggestion box. “Using [the Studer Group’s] five pillars it can be shown that employee satisfaction is paramount to improving quality, growth, service, finance and people,” she says. “Great communication with the employees at our facility has led to improved employee satisfaction which ultimately improved our quality, service, financial and people pillars.
Employees at The Joint Commission-accredited ASC are mentored and receive cross-training and continued education to help move their skill set to the next level, says Ms. Hargrave-Thomas. “We care passionately about our employees, patients, physicians and the community we serve,” she says. “In turn, our employees care deeply about the job they do for our patients and physicians. The leadership team really understands how important the employee is to the facility.”
