1. Place reminders of excellence. Even before its inception in 2004, leaders of Marysville were looking for ways to incorporate excellence into every facet of the facility. Administrator Jo Ellen Braden says that fostering a culture of excellence in quality service and care starts with making it a primary focus at the facility.
“Our focus on high quality care began at the start-up of our facility as our governing body set the groundwork for our operations,” she says. “Even our mission statement, which states, ‘To provide high quality, individualized, cost effective surgical health care in a comfortable patient/family oriented environment,’ is the cornerstone of every practice element. In fact, excellence is figuratively and literally on our 2-foot-by-6-foot vinyl banner. It’s been there since the first week of operations.”
2. Make excellent patient experiences the goal of the entire staff. ASCs have to take the pursuit of excellence one step further by making sure every staff member is signed on to make it their individual goals as well, Ms. Braden says.
“The key is to empower each person in the organization, from the board members to physicians and CRNAs, clinical and business office staff members and housekeeping staff members, to understand customer service,” Ms. Braden says.
3. Embrace change as a way to improve. Over time, Ms. Braden says instilling that goal and mindset into staff members has led to a daily attitude of improving and pursuing excellence.
“One of our most quoted tongue-in-cheek phrases is ‘This will make a great quality study,'” she says. “We’ve done a lot of work with our staff members to do the right thing and be proactive in suggesting and implementing appropriate change. It becomes a positive and contagious force, which flows over into great patient care and a solid business practice.”
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