8 8 • O U T PA T I E N T S U R G E R Y M A G A Z I N E • A P R I L 2 0 2 0
F
rom late physicians to cases going longer than expected, you
can't control the many factors that lead to lengthy, frustrating
surgical delays. But you can control how well you communi-
cate these scheduling setbacks to your patients and their families. If
you don't handle the communication correctly, your satisfaction
scores are bound to suffer. We learned this the hard way.
After poring over our patients' satisfaction surveys in the hopes of
uncovering why our scores were lower than we'd like, the issue was
Don't Let Delays Destroy Satisfaction Scores
Keep patients and their loved ones in the loop every step of the way.
Staffing
Jacqueline Sciola, RN, BSN, CGRN
• GROUP TALK Every member of the team at Berkshire Medical Center plays a pivotal role in keeping patients and their fami-
lies informed about potential delays.
