bers who are waiting
anxiously for their
loved ones to
emerge from sur-
gery; enhancing their
experience often
translates into high-
er patient satisfac-
tion scores. Make
sure the waiting area
is clean and organ-
ized, and filled with
snacks, refresh-
ments and current
magazines.
Lakewood Surgery
Center created a sec-
ondary waiting area known as the "quiet room," where televisions are
turned off, lights are dimmed, and talking and distractions are kept to
a minimum. The room features a charging station with several brand-
specific attachments people can use to charge their cell phones and
handheld devices.
Keeping friends and family informed of how their loved one's case is
progressing with preprogrammed text messages sent by the surgical
team is a nice touch. Posting HIPAA compliant updates on a monitor
in the waiting room is also an effective way to keep patients' escorts
informed, but don't ignore the importance of the human connection.
"The front desk staff should act like the hosts of the waiting area,"
says Ms. Shashaty. "They should constantly work the room to ensure
patients and people there are comfortable and having their needs
M A Y 2 0 1 8 • O U T PA T I E N TS U R G E R Y. N E T • 3 9
• TEAM LEADERS Tricia Wollam, RT(R), BSHCS (left), and Stefany Comeaux, BSN, RN,
CGRN, of the Copper Ridge Surgery Center in Traverse City, Mich., believe satisfied staff
members provide excellent patient care.
Pamela
Bevelhymer,
RN,
BSN,
CNOR
