The Unity Benefits of Community
By Amy Gomez, Carla Werner, and Crissy Benze
“Alone we can do so little; together we can do so much.”
–Helen Keller, author and disability rights advocate
As we continue to navigate through our new normal, relying on each other is more important than ever. There is strength in numbers, a statement we strongly believe. In fact, one of BSM’s core values is collaboration.
When we partner with practices and ASCs, they often ask for recommended resources. For this reason, we are providing some references and links throughout this blog post that we hope will be helpful. Offering support is just one of the hallmarks of coming together. Below we explore some other characteristics that define a community — whether virtual or in-person — that can benefit your staff, patients, and healthcare facility.
Adding comfort in the surgery center environment is a little more challenging, but there are simple things you can do. For patients, ensure you are addressing them directly, calmly, and by name; provide a warm blanket in the preop area; supply easy snacks postoperatively; and maybe give a staff-signed thank you card upon discharge. For staff, directly communicate a job well done, involve them in quality improvement activities to foster a sense of ownership, bring in lunch once a month, or do a quarterly community-building happy hour.
There are many ways to make others feel comforted; you just need to be creative! These tactics not only ensure your patients are comfortable and well cared for, but also your staff, providers, and yourself. That promotes a feeling of safety, happiness, and positivity. All of which translates to better decision-making, problem-solving, and productivity and, as such, better patient and workplace satisfaction.
Helpful resources: Besides the Practice Connection and ASC Facebook groups mentioned earlier, Progressive eSupport hosts a forum, where members can pose inquires and receive answers from our consultants and other ASC professionals across the country. Additional industry expertise is available on Progressive eSupport and BSM Connection through monthly webinars, compliance templates and tools, and eLearning courses. All resources are created to help keep you and your team informed.
As the pandemic has proved, being on the frontlines in a medical practice or surgery center is a hard place to be. It’s those employees who guide the customer journey and often hear patient complaints and frustrations. When non-clinical staff have the confidence and means to deftly handle patient situations, they can make sure patients are comfortable and satisfied with their practice experience.