Outpatient Surgery Magazine

Give Your Patients the VIP Treatment - Subscribe to Outpatient Surgery Magazine - May 2018

Outpatient Surgery Magazine, providing current information on Surgical Services, Surgical Facility Administration, Outpatient Surgery News and Trends, OR Excellence and more.

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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

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