the day, says Ms. Schwartz.
Here are 4 tips to prevent cancelled cases.
1. Engage with patients
Whether you rely on the time-honored pre-op phone call or automated
text messaging reminders, the more you communicate with patients,
the fewer cancellations you'll have. In addition to improving patient
engagement, patients are more likely to arrive on time, be NPO com-
pliant and be fully prepared for surgery when you call and text them
before surgery.
Don't assume patients know the time and date of their surgery. Or
that they're not to eat or drink after midnight. Or that they can't take a
taxi, Uber or bus home. "Sometimes they say, 'No, I'm going to take a
taxi,'" says Ms. Schwartz. "(I say) not in our state."
Ms. Schwartz recommends calling a few days before surgery so that
you give yourself enough time to adjust the schedule if a patient can-
cels.
2. Send automated texts
As more and more facilities turn to technology for improved commu-
nication and patient engagement, many are choosing the most afford-
able, accessible and simplest tool available today: texting. Automated
texts can instruct patients when to discontinue eating and drinking,
how to apply cleansers and what medication regimen to follow. They
also remind patients to provide required medical history or forms and
reiterate logistics like arrival time and directions.
J A n U A R Y 2 0 1 8 • O U T PA T I E N T S U R G E R Y. N E T • 9 1
Who at your facility has the authority to cancel a case,
day-of surgery?
• surgeon 37.5% • anesthesia provider 62.5%
