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