Outpatient Surgery Magazine

Patient Experience - June 2019 - Subscribe to Outpatient Surgery Magazine

Outpatient Surgery Magazine, providing current information on Surgical Services, Surgical Facility Administration, Outpatient Surgery News and Trends, OR Excellence and more.

Issue link: http://outpatientsurgery.uberflip.com/i/1131499

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Page 34 of 112

for a patient's concern. Listening, truly listening, really makes a differ- ence in how patients ultimately perceive problems and how you respond to them." Stacy Coulter, program manager of the patient experience and engage- ment program at University of Chicago Medicine, suggests getting out from behind your desk to regularly ask patients and their family mem- bers — it's not just the patient's voice that's important — about the expe- rience they've had in your facility. Addressing concerns on the spot will prevent small problems from becoming major issues you find out about on patient (dis)satisfaction surveys and online reviews, she says. Human connections Kindness. Understanding. Comforting. Those are the words the patient who was nervous about the nerve block ultimately used to describe the care she received. "It's so important to acknowledge and share with staff the positive feedback you receive from patients," says Ms. Sastry. "That's ultimately why you do what you do." Ms. Sastry acknowledges that compassion fatigue is a real concern, and it's difficult to make a connection with every patient in the outpa- tient setting, where time pressures are constant and case volume is key, but she continues to be inspired by patients who take the time to share how much they appreciate the kindness and compassion they received during their stay. Remember, too, that you're caring for people who are hurting and frightened of the unknown, who'd rather be somewhere else. "We love to hear from patients who say we treated them as a per- son, not a procedure," says Ms. Coulter. "In surgery, it's not always about the wow factor. It's more important to alleviate patients' fears and make them feel as comfortable as possible." OSM J U N E 2 0 1 9 • O U T PA T I E N T S U R G E R Y. N E T • 3 5

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