Jebby Mathew, regional director of operations for Lakewood, Colo.-based Pinnacle III, detailed five things ASC managers should do when meeting and visiting with patients and their families, as well as how doing rounds can bring about change in an ASC.
Here are the insights he shared:
1. ASC managers should be consistent when making rounds, making a point to go multiple times a day, and to do so in a manner that is productive and purposeful.
2. Management and other leadership staff should be the ones in charge of making the rounds because they're the people who represent the facility.
3. Managers should know how to speak to patients and their families, including what questions to ask and how to answer questions.
4. Documentation of rounds should be carried out using standardized forms, as well as a list of topics for patients and families to provide feedback on.
5. When managers receive suggestions from patients about how their experience could have been better, ASCs know how they can improve. When doing rounds leads to improvements, managers should recognize staff members who have helped create the changes.
