HYBRID EVENT: You can participate in person at Baltimore, Maryland, USA or Virtually from your home or work.

8th Edition of Nursing World Conference

October 17-19, 2024 | Baltimore, USA

October 17 -19, 2024 | Baltimore, USA
NWC 2018

Barbara Holder

Speaker at Nursing Conferences - Barbara Holder
Andrews Institute Ambulaotry Surgery Center LLC, United States
Title : 100 ways to improve your patient satisfaction


All patients come to surgery with high expectations. Andrews Institute Ambulatory Surgery Center developed a credo/mission statement to ensure expectations are met or exceeded. In making Patient Satisfaction a priority our employees have risen to the challenge of adhering to our Mission Statement to be excellent.

This presentation will teach you the tools and techniques - some simple, others quite sophisticated - that have helped every member of the Andrews Institute Surgery Center team play an important role in delivering the best possible patient experience. This lighthearted and fun presentation reviews setting a foundation including patient expectations, communication flow and staff responses.

Data from twelve years of patient surveys and comments have been incorporated into this presentation. Topics will include; how to build a positive first impression, improving communication, what patients want as well as emergency responses.

In 2016 Andrews Institute partnered with IHI (Institute for Healthcare Improvement) to study Sustainability in the Ambulatory Surgery environment. The process and outcomes, including the achievement of improving the Institute’s employee Safety Culture Survey results to 95.02% will be discussed. Additional improvements have included an increase in staff personal development, team bonding, better staff morale and excellent overall quality.

When your staff feels good about what they do, the patients and caregivers benefit. Our job as healthcare workers is to adapt quickly to meet patient’s needs and expectations.

Audience Take Away:

100 Ways to Improve Your Patient Satisfaction provides tips and plenty of take always that can be applied to any healthcare setting.

  • Satisfaction and outcomes highlight the role we as healthcare professionals provide our patients. This presentation provides staff engaging pathways to achieve higher and consistent patient satisfaction.
  • Applying Sustainability practices correctly will improve safety and quality outcomes.


Barbara Holder is the Quality Improvement, Safety and Infection Control Officer for Andrews Institute Surgery Center located in Gulf Breeze, Florida. Responsibilities include regulatory compliance and preparation of staff for federal and state inspections. Barbara, has been a Registered Nurse for greater than 38 years, a BSN, is a Licensed Health Risk Manager in the State of Florida and CAPA Certified. In addition, she has been an instructor at University of South Florida’s Risk Management Program. Presentations include: IHI Annual Conference (2016), ASPAN (2016, 2018), OutPatient Surgery: ORX Conference (2017, 2018). Annual ASCA Conference (2018). You may recognize her as a platinum contributor on the ASCA forum site.