that contribute to a posi-
tive patient experience,
which has never been
more important in this era
of value-based care.
Patients have access to
incredible amounts of
information about their
procedures. They feel
empowered to choose
where they'll go for sur-
gery: a competing facility across town, across state lines or across the
border. They expect to be cared for with compassion. They expect
their surgeries to go as planned and they demand excellent outcomes.
"In a consumer-driven market, which is what health care has
become, you need to build a strong relationship with patients and
their families," says Ms. Sastry. "That requires achieving excellence in
every experience with every patient, every day. It's a tough nut to
crack, but that should be the goal."
Setting the tone
You're with patients for a matter of hours on the day of surgery, so estab-
lishing a meaningful bond with them must begin with the first phone
conversation. Yes, you must communicate and receive important clinical
information during pre-op phone calls, but avoid ticking off a checklist
of questions. "Make an effort to put a personal spin on the conversa-
tion," says Ms. Sastry. "Even something as simple as commenting on the
weather or asking about weekend plans can spark a conversation."
Patients often receive the first impression of your facility when
they're surfing the web to learn about the procedure they're about to
3 0 • O U T PA T I E N T S U R G E R Y M A G A Z I N E • J U N E 2 0 1 9
• POWERFUL VOICE Take time to communicate with family members,
who can influence how patients reflect on the care they received.
Pamela
Bevelhymer,
RN,
BSN,
CNOR
