5 Tips for Mastering Surveyor Interactions in Your ASC

5 Tips for Mastering Surveyor Interactions in Your ASC By Allison Stock, JD, RN, CASC, Chief Operations Officer, SMP

Having surveyors come to your ASC can feel a bit stressful. But it doesn’t have to be! The right approach can transform the survey experience into a positive and productive opportunity for your team. Here are my top 5 tips for creating a smooth and beneficial interaction with surveyors:

Tip 1: Preparation is Your Best Friend

Take your time! Get ahead of the game by:

• Reviewing Regulations: Deep dive into the standards relevant to your ASC. Don’t just skim – understand them well enough to guide your actions.
• Internal Audits: Be your temporary surveyor. Look for gaps between your practices and the regulations. Fix these before the real surveyors arrive.
• Organization: Gather those commonly requested documents into a well-organized, easy-to-access “surveyor kit.”

Tip 2: Professionalism (with a Smile!) is Key

Attitude matters! Make a great first impression:

• Warm Welcome: Greet the surveyors with a smile and eye contact, and introduce yourself.
• Helpful Throughout: Respond quickly to their requests and generally be a resource.
• Genuine Positivity: Even when things are tense, staying positive shows commitment to quality.

Tip 3: It’s a Collaboration, not a Battle

Focus on the shared goal of providing excellent patient care. Think of surveyors as (sometimes critical) colleagues.

• Open Communication: Share information, explain your processes, and invite their insights.
• Demonstrate Progress: Highlight improvements you’ve made since the last survey.

Tip 4: Listen, Learn, and Clarify

Surveyors are experts for a reason. Pay attention to what they say!

• Active Listening: Note their concerns and ask questions to ensure you truly understand.
• Seek Clarity: Don’t be afraid to ask “Can you explain that further?” Better to clarify than misunderstand.
• Opportunity to Improve: See their feedback as a roadmap for improving.

Tip 5: Respond, Don’t React

During and after the survey, take a proactive approach:

• Own Shortcomings: If there are issues, acknowledge them and briefly outline your correction plan.
• Follow-up is Essential: Don’t let recommendations gather dust. Develop an action plan and implement changes promptly.

The Big Picture

Remember, surveyors want the same thing you do: a safe, compliant ASC providing top-notch care. By working together instead of against each other, the whole process becomes more productive and less stressful for everyone involved.

Got questions about handling surveys? Contact Us