Comprehensive Strategies for Improving Communication in Ambulatory Surgery Centers (ASCs)

Key Takeaways on Improving Communication in ASCs

• Effective ASC communication requires input from all staff, regular meetings, and strong relationships with practice managers.

• Text messaging can significantly reduce no-shows by sending pre-procedure reminders about preparation steps and required items.

• Technology solutions like patient portals, digital whiteboards, and virtual follow-ups enhance communication efficiency throughout the patient journey.

• Building a communication-centered culture through staff training and team-building activities improves both patient experience and operational outcomes.

• Measuring communication effectiveness through patient feedback and performance metrics helps identify areas for continuous improvement.

Establishing Effective Internal Communication Systems

Want to create safety guidelines that actually work for your specific center? Try getting input from your entire staff.

When everyone contributes to developing these policies, they're much more likely to follow them in their daily work.

The relationship between ASC administrators and practices really sets the tone for everything else.

That's why it makes sense for ASC managers to invest time in building solid connections with practice managers.

Think of it as laying the foundation for all your future collaborations.

Many ASCs find that holding regular front office meetings creates valuable space to discuss what's working well (and what isn't) between your center and affiliated practices.

These check-ins can prevent small issues from becoming bigger problems down the road.

You might also consider creating resource materials like brochures with your contact information, communication processes, and scheduling procedures.

These simple tools can make a world of difference in helping practices communicate more effectively with your center.

Optimizing Pre-Procedure Patient Communication

Text messaging has revolutionized how ASCs connect with patients before procedures.

For example, a confirmation text not only verifies appointments but also introduces patients to receiving messages from your center.

When all future texts come from the same number, patients immediately recognize who's contacting them.

The two-way texting capability offered by platforms like Dialog Health is particularly helpful, as it gives patients an easy way to reply if they have questions or concerns about their upcoming visits.

Think about all the pre-procedure requirements patients need to remember - fasting instructions, medication adjustments, preoperative bathing, arranging transportation.

Text reminders can help with all of these, making it more likely patients will arrive properly prepared.

For more complex procedures like colonoscopies that involve multiple preparation steps, you can set up a series of timed text reminders.

These might remind patients when to pick up their prep kits and when to begin each step of the preparation process.

Texts can also serve as handy reminders about what to bring on procedure day - insurance cards, ID, medication lists, and so on.

Many centers report seeing significantly fewer cancellations and no-shows after implementing text reminder systems that provide patients with these key details.

Enhancing Communication During Patient Care

Have you ever needed to highlight important information about a patient that everyone on the team should know at a glance?

Case flagging features offered in various different systems and solutions make this possible.

It's a simple yet effective way to make sure critical patient details don't get overlooked.

Real-time updates are another game-changer.

Many surgery centers now use texting to keep family members and caretakers informed about a patient's progress while they wait.

It's a small touch that can significantly improve the waiting room experience.

Patient safety is always top priority, right?

When you have multiple patients with similar names scheduled on the same day (which happens more often than you might think), case flags can alert your entire staff and reduce the chance of mix-ups or errors.

These flags are quite versatile too.

You can configure them to highlight different types of information - maybe medically relevant details like allergies or fall risks, financially relevant information such as insurance issues, or specific equipment needs for certain procedures.

Developing Robust Post-Procedure Communication Strategies

The communication shouldn't stop when the procedure ends.

Text messaging makes it easy to let family members, caretakers, and transportation providers know when patients are ready for discharge.

You can even include specific pickup location details to make the process smoother.

Automated follow-up systems have been game-changers for many ASCs.

These can send timely reminders about post-operative appointments, medication schedules, and wound care instructions - all without requiring extra staff time.

Virtual follow-ups are another option worth considering.

They allow surgeons to monitor patient recovery without requiring in-person visits, which is particularly helpful for patients with mobility challenges or those who live far from your facility.

If your ASC offers procedures that require periodic follow-ups, like colonoscopies or certain pain management treatments, texting can make it much easier to re-engage patients when it's time for another appointment.

It's a simple way to maintain continuity of care while building long-term patient relationships.

Leveraging Technology to Strengthen ASC Communication

The digital toolbox for ASCs keeps growing, with patient portals now giving patients convenient access to their medical records, pre-operative instructions, and the ability to complete necessary paperwork online before they even arrive.

Mobile apps take this a step further by sending timely reminders about upcoming procedures, dietary restrictions, and medication instructions directly to patients' phones.

It's like having a personal assistant helping patients prepare for their procedures.

Inside your facility, digital whiteboards can display real-time information about multiple surgeries, helping your staff coordinate better throughout the day.

Some centers are even exploring wearable devices that enable hands-free communication for surgeons and staff during procedures.

And let's not forget the power of integrated Electronic Health Records (EHR) systems.

These allow instant access to patient data during procedures, improving both safety and efficiency in ways that weren't possible just a few years ago.

Building a Communication-Centered ASC Culture

Communication isn't just about systems and technology - it's about creating a culture where effective communication is valued at every level.

Start by encouraging your staff to collect complete preoperative data.

This ensures surgical teams have all the information they need on surgery day, preventing last-minute scrambles or delays.

Consider organizing social gatherings that bring together ASC and practice staff.

These events help people get to know each other and put faces to names they might otherwise only see on paperwork or emails.

It's amazing how much easier it is to communicate with someone after you've shared a meal or conversation with them.

The way your staff interacts with patients matters tremendously too.

Train your team to address patients by name, avoid rushing through appointments (even on busy days), and listen without interrupting.

These simple practices show respect and help patients feel heard and valued.

Team-building activities - whether it's a summer picnic or holiday party - can strengthen relationships between your ASC staff and affiliated practices.

These connections often translate into smoother day-to-day operations.

For the practical side of things, try creating "cheat sheets" with step-by-step instructions for practice schedulers.

These reference guides can help both experienced and new schedulers work more effectively with your center, reducing confusion and scheduling errors.

Measuring Communication Effectiveness in Your ASC

How do you know if your communication efforts are working?

Start by tracking outcomes for all patients - not just those with exceptionally good or bad experiences.

This broader data helps you benchmark performance and identify areas for improvement in your communication processes.

Post-operative surveys are invaluable for gathering specific feedback on patient experiences.

The insights from these surveys can guide targeted improvements to your services and communication approaches.

Keep an eye on your text message performance metrics too.

One ASC reported decreasing their outstanding accounts receivable by more than half in just six weeks after implementing a comprehensive texting strategy.

That's the kind of concrete result that demonstrates the value of effective communication.

You might also want to evaluate whether your communication tools are helping boost your online ratings.

Strong ratings can support medical tourism programs and make your center more attractive when recruiting new staff members.

Remember that effective communication doesn't just happen automatically - it requires intentional planning, regular evaluation, and ongoing improvement.

With the right approaches in place, your ASC can enhance patient care, build stronger professional relationships, and improve operational efficiency in ways that benefit everyone involved.

From Pre-Op to Follow-Up: How Dialog Health Powers ASC Success

Managing patient communication across the entire surgical journey can be challenging.

Missed appointments, preparation confusion, and follow-up gaps affect both patient satisfaction and your center's efficiency.

Dialog Health's two-way texting platform addresses these pain points seamlessly.

Our solution helps ASCs reduce no-shows with automated reminders, guide patients through complex preparation steps, provide real-time updates to waiting family members, and streamline post-procedure communication - all through simple text messaging.

ASCs using our platform report dramatic improvements in operational efficiency, with some seeing outstanding accounts receivable reduced by more than half in just weeks.

Our system integrates easily with your existing workflows, requiring minimal staff training.

We'd love to show you how Dialog Health can transform communication at your ASC in just 15 minutes.

Bo Spessard, COO

Written by Bo Spessard Spessard                                                   Bo brings the perspective of both an entrepreneur-operator and trusted advisor to Dialog Health. He spent 5 years as a corporate attorney and 15 years leading fast-growing B2B SaaS companies. His expertise expands enteprise software, scaling sales organizations and empowering staff to deliver exceptional client services. He was COO of Emma, a B2B SaaS marketing company which was acquired by Insight Partners in 2018. Since Emma, he has advised multiple companies through transition, growth and fundraising. At Dialog Health, he is leading Sales & Marketing and doing his level best to bring corduroy back from the 1970s.