The Ohio Surgery Center
Utilizing Patient Insight to Sustain Excellence
The Ohio Surgery Center in Columbus, Ohio is a comprehensive ambulatory
care facility accredited by the Joint Commission. Opened in 1998, the facility
has 5 operating suites where 28 credentialed doctors and 45 additional staff
members tend to over 7,000 patients annually.
Identifying An Opportunity and benchmarking tool. High expectations were
AN OVERVIEW The Ohio Surgery Center found themselves in
set by business partner CTQ Solutions. By
collecting email addresses, the Ohio Surgery
a situation common to Ambulatory Surgery
Center patients would receive an invitation in
Centers (ASCs) everywhere: finding a solution
Ema il Addresses a personalized email. The targeted capture was
to provide more detailed patient feedback and
Collected From 96% a 50-65% patient response rate where surveys
insight. While many healthcare entities choose
of Patient Census. would be returned within days of the visit.
to remain status quo with a 35% survey return
rate while consistently scoring between 99 and Electronic Surveying: The Ohio Surgery
100, Ohio Surgery Center leadership wanted Center was told that a critical success factor
68.4% Survey more. They were less interested about ‘score’ beyond capturing the patient’s email address,
Response Rate. and more interested in learning as much as was to explain to each patient the importance
possible from their patients. of receiving their feedback. They not only
They recognized the ability to use this insight requested the patient’s email address at
as actionable data to achieve and sustain the registration, but also requested it during the
Beneficial During Joint discharge process if the patient had not
highest levels of excellence possible. Their
Commission Accreditation. perception (later confirmed to be accurate) was previously provided it.
that overall they were doing great. As industry For those skeptical of being able to procure
Easy To Use. Ben efit-Rich. leaders they sought to learn more about each email addresses, the Ohio Surgery Center
patient’s experience and from as many patients illustrates that proper communication works.
as possible. They chose to set their internal bar With approximately 600 cases per month,
at nothing short of excellence. the surgery center has been able to collect
email addresses from as many as 96% of their
In 2007 their patient survey process revolved patients. To close the loop, they remind their
around a 15 statement paper-based survey. patients during their follow-up call to complete
Patients were limited with responding ‘agree’ or their survey.
‘disagree’ to these statements. An extremely
labor-intensive process was particularly draining Meeting Response Expectations: The
to their quality management RN, who spent Ohio Surgery Center’s average response rate
several hours aggregating data to report increased to an average of 56% (up from 35%)
various trends and metrics. Their paper-based with a response rate as high as 68.4%. This
surveying provided limited feedback. The survey increase coincided with lengthening their survey
return was subject to the time delay or lag by adding 7 more statements, along with key
associated with standard mail. indicators, additional comment sections and
free form questions that allow patients to share
Selecting A Better Solution more about their experience.
A brief discussion with SourceMedical account
manager, Chris Finelli, provided awareness of a
better approach - SourcePlus EdgeSurvey, an
electronic-based patient satisfaction surveying
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Insight Gained – Quality Intelligence: The Joint Commission spent a lot of time
The Ohio Surgery Center is able to view reviewing their EdgeSurvey data. They liked
completed surveys in real time. In addition, that the Ohio Surgery Center had the flexibility
any surveys noting dissatisfaction prompt an to initially customize their questions and make
‘Alert’. These surveys are referred to them center- and population-specific. “The Joint
separately, in an Alert management section, Commission suggested we have a way to
within their client portal for easy identification. ‘ad-hoc in’ pertinent questions ‘on the fly’ for
Upon reviewing the ‘Alerted’ survey, if it is refining and measuring process ideas.” said
determined that follow-up is warranted, the Suzi Walton, Business Office Manager.
Ohio Surgery Center has the opportunity to “EdgeSurvey helped us accommodate this.
assign specific staff to be accountable for For example, The Joint Commission wants
follow-up. patients to be more actively involved in their
care and we tweaked our patient care question
“The ability to categorize patient issues in QI to address this.”
(Quality Intelligence) will be extremely helpful
in facilitating this year’s primary IOP Initiative”, Facilitating Communication: EdgeSurvey
notes Center Administrator Kim Esteph, RN, data is used throughout the facility. Data is
“ e Joint Commission BSN. “Through the use of QI, we will be able shared with patients, staff and physicians.
to capture process improvement opportunity A bulletin board display is visible in the lobby
suggested we have a way to through online collaboration. This removes the with quotes taken from surveys for patients to
burden of tracking process improvement read while they are waiting.
'ad-hoc in' pertinent manually while ensuring centralization, clarity
and accessibility to key data points.” The results from the survey are actively shared
questions 'on the y' for with staff members and are reported in the
Each Quality Intelligence Record allows for lounge. Besides raising awareness of satisfac-
re ning and measuring categorization, severity and escalation in tion opportunities, the feedback is also used to
addition to freeform notation. Leadership may reinforce the positive behavior that leads to
process ideas. EdgeSurvey report on Quality Intelligence data on-demand success.
helped us accommodate for any time period. Various attribute designa-
tions provide flexible reporting capabilities – Other Benefits: The Ohio Surgery Center
also surveys their employees and physicians
this. standard with EdgeSurvey.
annually. They take the insight gained from
Standard Reporting: Performance Analysis these internal surveys, combined with the
For example, e Joint reports are received immediately following the feedback from the patient surveys, as input
end of the month, and a quarterly report is a into their annual budgets. The data has also
Commission wants patients bonus that arrives following the end of each been instrumental in their IOP.
calendar quarter. Each report includes an
to be more actively Executive Summary, Scoring Analysis (with Cost Savings: With respect to cost savings,
National Peer Benchmarking and Ranking), they appreciate that their fees are based only
involved in their care and Trend Analysis, Response Summary, on completed surveys. They have eliminated the
Critical-to-Improvement Analysis and neatly need for their business return postal account.
we tweaked our patient The valuable time for their QM coordinator has
categorized Comment Sections. The report
been completely reallocated.
care question to address also provides scores and comments delineated
by each provider.
this.” Seeing Results
Making the Data Actionable: The Ohio The Ohio Surgery Center is in its third year
Surgery Center chose to use the data for more using EdgeSurvey. They were recognized by
Suzi Walton than just surveying and monitoring scores. CTQ Solutions as recipients of the Inaugural
They reallocated staff time from data aggrega- Apex Quality Award. As 1 of 22 surgery
Business O ce Manager tion to proactive information-based decision- centers nationally to receive this distinction,
making. They immediately applied this to (1) they met several criteria that illustrated their
IOP projects; (2) budgeting; and (3) long-term excellence in provision of patient care and
and short-term strategic planning. They used quality of service.
the drill-down capabilities to determine if
additional unique questions should be infused to Next Steps
measure process- and quality-improvement
initiatives identified internally. The Ohio Surgery Center continues to excel in
all facets of this process. They continue to use
Value For Joint Commission insight from their employees and physicians to
Accreditation: During their recent accredita- better understand ‘how they are doing’. Most
tion survey with the Joint Commission, the Ohio important they make the effort to capture
Surgery Center found that EdgeSurvey provided feedback from as many patients as possible,
even more value. While meeting the standard always willing to listen to the feedback with an
criteria of surveying patients and having peer open mind. If there is an opportunity to learn
benchmarking, their Quality Intelligence reports and make improvements, they pursue it, and
illustrated clear evidence of the extent to which they continue to invest in the satisfaction of
they went above and beyond with patient issue their patients.
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