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/874010
patient upon discharge. The patient keeps the card, which includes a list of surgical services offered at the facility, as well as the phone numbers for each surgeon's office, while a detachable 5-question sur- vey asks patients to rate their care and comment on their experience. The survey portion, which is perforated and pre-postmarked for patient convenience, provides a reliable stream of feedback. In June 2017, for example, the facility had a response rate of 63%. The over- whelming majority of survey respondents described their care as "excel- lent," and all said they'd consider the facility for future healthcare needs. S E P T E M B E R 2 0 1 7 • O U T PA T I E N TS U R G E R Y. N E T • 5 9 them, 'Let's see about getting you a hotel room,' but they were concerned because they couldn't afford it. In the summer, even a 2-star hotel here is $200 to $300 a night, so we told them, 'Alaska Heart will take care of you.' We even paid for a cab to take them there." When interviewing prospective nurses, Dr. Kincaid tells them, "You're not required to give someone a hug; you're just required to arrange it if someone needs it." • Simple acts of kindness. When a patient arrives for same-day surgery at Our Lady of the Angels Hospital in Bogalusa, La., a staff member gives the patient a prayer card and offers to pray along with the patient. "After taking the time to offer this prayer, we make certain they are comfortable and thoroughly explain what and when things will be happening," says Amy Seale, RN, BSN, surgical services manager. "Then after discharge we send every patient a 'get well soon' card, and we call every patient the day after the surgery to ensure things are going well and all information was understood." Ms. Seale says patients appreciate the switch, from saying "thank-you" to wishing them to "get well." — Bill Donahue