Tuesday, January 27th, 2015
Our Resolution: Providing Optimal Care For Our Patients
About a year ago, we at Abington Surgical embarked on a new adventuring of what we call “courting” our patients. We decided that we really needed to refresh our overall persona so that we could continue to be the surgical center of choice for both our new and returning patients.
Just like any relationship, there is always room for improvement and, as they say, variety is the spice of life! So we decided to… SPICE IT UP.
Throughout the year, you may have noticed physical improvements to our lobby area. We worked with a designer who helped us choose the most calming and inviting color palette, comfortable but practical furniture, a small kitchenette, new flat screen tv’s and more. We understand that you are taking time out of your day to sit and wait (although hopefully not too long) in our lobby area, so we want you to be as comfortable as possible in what we see as our living room.
Our technology has also undergone a massive transformation. The building now boasts high performance wireless internet connectivity for all of our patients. We also launched a new website that is much more user friendly.
In addition to our physical appearance and our technological initiatives, we also wanted to get to the core of what our patients want. Our patients are the heartbeat of our practice and we need their feedback. We started getting more in depth with surveying patients (our customers) after each visit to assess their overall satisfaction with their experience.
And, most important, we committed to addressing each concern. We are soliciting feedback about areas like: wait time, registration process, scheduling convenience, explanation of fees, nursing care prior to procedure, and more. Now that we are regularly attaining this feedback, we can identify the areas where improvement is needed.
We can also celebrate when we have achieved success. October/November marked the BEST customer satisfaction surveys to date in terms of overall percentage of patients who were happy with the services rendered by Abington Surgical Center, with no complaints. For our patients in total, a wildly impressive 92.9% were satisfied with our services. Surely, this was cause for celebration!
We sure were THANKFUL for this news! So on the Wednesday before Thanksgiving, we gave each of our patients a small token of our appreciation. Adults received home baked banana breads, and our pediatric patients got home baked chocolate chip cookies. Sharing these treats was a special thank you from our home to yours.
Along with this great success, we also recognize areas that continue to need attention. Our patients have indicated that we need to give more attention to areas like the overall explanation of fees and benefits and they indicated that we need to give more detailed instruction prior to procedures. As we move forward into the new year, we are thankful that we are armed with this information so that we can continue to not only have satisfied patients, but to exceed their expectations. Please, have a happy, healthy and safe holiday season. Remember to ‘like’ our Facebook page for daily tips on healthy living, and other relevant fun topics.
In the spirit of welcoming a new year of health and prosperity, we would like to share one of our patient’s testimonials.
If every story went like this one, surely the world would be a better place.
“The best part of my experience at the surgical center was the consistent kindness and empathy of the staff. Of course the skill of the staff is essential for a successful outcome and that too was outstanding and very comforting. Thank you for all that you did to get rid of my cancer. I’m very grateful to all of you for dedicating your lives to the work of healing.”
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2701 Blair Mill Road, Suite 35, Willow Grove, PA 19090 • 215-443-8505
