focuses on every patient's con-
cerns and anxieties during
their surgical experience,
UPMC Pinnacle Hospital in
Harrisburg, Pa., has imple-
mented a "What Matters Most"
program where patients are
given a simple form that asks
them "What is most important
to you today?" (See photo).
"Good quality care is a given,"
says Sandra Winston, MHA, MSN, RN, system vice president of
surgical services for UPMC Pinnacle. "But we want to know
exactly what patients expect to get out of the surgical experi-
ence." It's one way of making sure patients know they're care
about as individuals, adds Ms. Winston.
— Jared Bilski
S E P T E M B E R 2 0 1 9 • O U T PA T I E N T S U R G E R Y. N E T • 6 5
• MORE THAN A NUMBER By specifically asking patients
what's most important to them, staff ensures patients know
the OR team is focused on their individual concerns.