In September, patients ranked Lake Regional Health System’s ambulatory surgery services among the best nationwide, according to surveyor Press Ganey. The services, provided by the hospital’s Outpatient Services department, ranked nationally in the top 2 percent for overall rating of care and the top 3 percent for patient satisfaction. The ranking earned the department a “Best in Practice” commendation by Press Ganey.
Lake Regional patients who responded to questions about their care also ranked the Outpatient Services department among the nation’s best in nurses’ concern for their comfort, wait time before a procedure and courtesy toward their family.
“We make teamwork a priority every day in caring for patients,” said Janny Drover, R.N., director of Outpatient Services at Lake Regional Health System. “Our nurses are knowledgeable and compassionate, and that puts our patients at ease. They know they’re in good hands.”
Lake Regional’s Outpatient Services nurses scored high for their IV-starting skills, which they refer to as “ouchless IVs.” The department places a strong emphasis on this, and each nurse receives special training.
Lake Regional’s Outpatient Services department also scored high in other areas, such as information provided before surgery, home care instructions, concern for privacy and friendliness/courtesy of surgery staff. And, 97 percent of respondents said they would recommend Lake Regional’s Outpatient Services to others.
“Our staff care deeply about maintaining high standards of care and customer service, and it shows,” Drover said. “Their focus is always on the patient.”
“The results of the Press Ganey surveys reflect our ongoing commitment to provide excellent care,” said Michael E. Henze, chief executive officer of Lake Regional Health System. “Outpatient Services staff are to be commended for their dedication, skill and professionalism.”
Lake Regional’s Outpatient Services department consistently scores in the top 10 percent for overall rating of care and patient satisfaction among all ambulatory surgery departments nationwide surveyed by Press Ganey. Press Ganey questionnaires are used by more than 7,000 health care facilities nationwide for collecting patient, employee and physician satisfaction scores. Surveys conducted by Press Ganey compare Lake Regional’s patients’ responses to other hospitals nationwide, as well as similar facilities in Missouri.
The Outpatient Services department, located on the first floor of Lake Regional Hospital in Osage Beach, offers convenient, same-day procedures, including colonoscopy, endoscopy, infusions, injections, blood transfusions and pain management. Ambulatory surgery services also include cardiac; ear, nose and throat; general surgery; gynecological; ophthalmology; orthopedic; plastic surgery and urological treatments. All procedures are performed by a customer service-oriented team of health care professionals who have specialized training. To learn more about the 36-bed unit which cares for an average of 2,200 patients each month, visit lakeregional.com.
Osage Beach, Mo. —
