Pit Crew: How Communication Fuels the Ambulatory Surgery Center

Mark L VanderKlipp, Partner, Connect_CX
Tricia Wollam, R.T.(R), BSHCS | Total Joint Program Coordinator, Copper Ridge Surgery Center

Copper Ridge Surgery Center (CRSC) is the largest Ambulatory Surgery Center (ASC) in Michigan and one of the largest in the country. They serve between 85 and 115 patients a day with 11 different service lines: everything from cataracts to hand surgery to whole joint replacement. This webinar will discuss the timeline and learning process that CRSC experienced: from a culture with a vague understanding of patient experience to one that is patient-centered by design. Using the metaphor of a Formula One Pit Crew, the webinar will reveal the theories and stories that, working closely with “Champions” from across the organization, resulted in staff-inspired efforts to improve internal processes, communications and, by extension, a healthier work environment and patient experience.