undergo or the facility where they'll have surgery. Is your facility's
website easy to navigate? Does it provide essential information for
patients, including staff and physician profiles, and educational mate-
rial about the procedures you offer?
Patients who can't function without their phones in today's digital
world appreciate interacting with your staff through online portals,
which let them complete pre-op histories at their convenience and
provide them with access to educational materials. They're also likely
to download apps that let you send automated updates, alerts and
reminders throughout the episode of care, including guidance about
preparing for surgery and tips about post-op rehab. On the day of sur-
gery, communication apps let your staff keep family and friends
updated about the progress of their loved one's surgery with real-time
messages sent from the OR.
Of course, good ol' fashioned personal greetings still make quite an
impression. "The seemingly simple things like introducing yourself,
making eye contact and smiling, addressing patients by name and giv-
ing them your undivided attention make a big difference in how
patients perceive your staff and facility," says Callie Craig, MS, BSN,
RN, CNOR, systems director for patient experience and education at
Integris Health in Oklahoma City, Okla. "Communicating with a posi-
tive, personal tone, even if it's for just a couple of minutes, makes
patients feel like they chose a good place to have their surgery, that
your staff is going to take great care of them."
An increasing number of patients have high-deductible insurance
plans, which often require significant out-of-pocket payments. Money
is a stress point for many people, and the anxiety of paying for proce-
dures can increase a patient's already high stress level on the day of
surgery. Make sure members of your business office research patients'
insurance plans and touch base with patients well in advance of their
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