pen on the day of surgery.
"One of our goals is to give patients as much certainty as possible
about their surgical experience," says Tricia Wollam, RT(R), BSHCS,
total joint program coordinator and chief patient experience officer
at Copper Ridge Surgery Center. "It's important to standardize every
communication that they receive, whether it's verbal, written or face
to face."
Hardcopy updates are helpful and useful, but sending automated
text message reminders and updates directly to patients' cellphones in
the weeks and days leading up to surgery can be a definite satisfac-
tion booster. Whether you rely on paper packets or electronic plat-
forms to reach patients, the key is to remain in constant touch and
keep them informed and engaged in their care.
"Detailed pre-op communication takes away the uncertainty
patients might have about what goes on in your facility," says Ms.
Wollam. "That reduces the anxiety they feel when they arrive for sur-
gery. A patient who is a well-informed consumer is ultimately more
satisfied with their care."
Warm welcomes
There's only one chance to make a first impression, so front desk staff
at Lakewood Surgery Center are required to undergo customer serv-
ice training, which includes lessons on acknowledging patients and
their loved ones with direct eye contact, proper ways to introduce
themselves, setting realistic expectations about how long patients will
wait for surgery and how long procedures are expected to last. The
center also designated a room adjacent to the waiting area as a pri-
vate place where patients can work on registration forms with assis-
tance from a front desk staffer.
Don't forget to focus your attention on the friends or family mem-
3 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 • M A Y 2 0 1 8
