Why ASC administrators should make rounds — 8 tips to make your rounding program a success

Pinnacle III's Director of Operations Jebby Matthew offered 8 tips for ASC administrators on patient/family interaction, in a blog post.

Here's what they suggest:

1. Be consistent.
Perform rounds every day regardless of responsibilities. Plan time into a schedule to ensure the rounds are made. While most rounds occur in the lobby, Pinnacle III suggests adding the pre-operative area.

2. Keep it a management responsibility.
ASC managers are in the best position to take in information and create actionable items from it. Don't delegate rounds to staff members. If a manager is busy, other facility leadership should rise to the task.

3. Educate on processes.
Effective rounds should be tailored to individuals.

Pinnacle III suggests considering the following when implementing a rounding program:

  • What to say to start conversations
  • What questions to ask (i.e., a script)
  • How to respond to different comments and questions from family members and patients
  • How to approach strangers and speak with them
  • How to read people
  • How to document what is learned

When to elevate an issue and involve other managers or physicians

4. Make documentation easy.
Develop a standard form that can be used for rounds. Create a list with commonly heard feedback and include plenty of space for notes.

5. Use what you learn.
The feedback you hear should be incorporated into actionable items. Develop a method to present that data to staff members.

6. Hold your team accountable.
If a round is skipped, hold your team accountable. If there's no punishment for a missed round, it's possibly that more rounds will be missed.

7. Give rewards and recognition.
Giving small forms of recognition for significant improvements is a good way to reinforce the positive value rounding provides.

8. Focus on engagement.
Rounding has to be a passion project. "Rounding must be ingrained in all managers and staff as a critical component of your ASC's operations," said Mr. Matthew.

More articles on leadership:
ASC leader to know: Dr. Jay Yepuri of Texas Ambulatory Surgery Center Society
NJAASC unveils member interactive forum
Mercy Medical CEO Thomas Cecconi to retire: 4 points on his healthcare career & outpatient experience

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