Outpatient Surgery Magazine - Subscribers

Unsung Heroes - Outpatient Surgery Magazine - November 2019

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/1183526

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Page 19 of 146

2 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 • N O V E M B E R 2 0 1 9 O ur facility's satis- faction surveys revealed low scores and negative com- ments in reference to the quality of our communica- tion with patients and their family members. Loved ones weren't being kept up to speed about what was going on in the OR, surgeons couldn't find them when they needed to give updates and patients weren't always getting the after- care information they needed. That's why we hired a patient advocate to bridge the communication gap between providers and patients. Rebecca Chavez greets patients when they arrive and stays in con- stant communication with families while their loved ones are in sur- gery. She has an amazing memory and personality; she addresses every patient and family member by name and makes personal con- nections with everyone she meets. While nurses focus on patient care, she keeps family members calm, informed and updated about what's going on. Ms. Chavez reassures patients and family members by say- ing, Surgeons will take of procedures. I'm here to take care of you. Brittney Williams, RN Baylor Scott and White Medical Center Sunnyvale Sunnyvale, Texas brittwilliams@uspi.com PATIENT ADVOCATE Making Personal Connections Count • FRIENDLY FACE Rebecca Chavez (right) worked in registration for 12 years before being hired as a patient advocate because of the positive feedback she received from patients and families during the check-in process. Ideas Work That

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