Consumer ratings are a metric for every product and service. Those with “good” marks are no longer good enough in today’s world. Anything less than a “very good” or “excellent” average is a failing grade.
Ambulatory Surgery Center’s customer satisfaction surveys typically contain one question specifically about anesthesia. Despite this factor, the anesthesia experience has a much greater impact on overall scores due to its relevance in answering further questions including:
- How would you rate your overall experience at the surgery center?
- Will you recommend this surgery center to friends and family if they have a need?
Traditionally, anesthesia’s primary judgment of excellence was solely based upon the ability to put patients to sleep and wake them up. However, in the current consumer-driven climate, the experience now begins in pre-op then extends to post-op pain management and communication.
Anesthesia now requires a customer service mentality throughout the entire process. It starts with pre-op communication about what to expect and how to prepare. In the OR, that translates to using the latest techniques, such as regional nerve blocks and ERAS that decrease recovery times and lead to better postoperative pain control. After the surgery, it means being available when the patient awakens, attentively answering questions from the patient and their caregiver and guiding a plan to manage pain once the patient returns home.
“Pain control can be the easiest or most challenging part of what we do,” says Chris Caldwell, Clinical Director for CarePlus. “Analgesia is a core facet of anesthesia delivery and we take it a step further by educating our perioperative team to also help manage the stress and anxiety that may accompany a procedure.”
CarePlus Anesthesia Management tracks the patient satisfaction scores of the centers it serves. We are proud to share the percentage of patients who rate our providers and our center partners “very good” or “excellent”:
- How would you rate your overall experience from an anesthesia perspective? 98%
- How would you rate your overall experience at the surgery center? 97%
- Will you recommend this surgery center to friends and family if they have a need? 99%
If you are looking for opportunities to improve patient satisfaction at your facility, click here to connect with a member of our team.