met."
Ms. Shashaty is also actively involved in connecting with patients'
escorts. She takes turns with the center's administrator and the busi-
ness office manager to conduct hourly rounds, during which they
walk through the entire facility to get a feel for the day's vibe, touch
base with patients and their family members, and to ask if anything
can be done to improve their experiences.
Controlling the narrative
Patients at the Lakewood Surgery Center had noted on satisfaction
surveys that they wanted to receive more information about their pro-
cedures and details about what was happening on the day of surgery.
When patients arrive in PACU, they now receive a report that reviews
every aspect of the care they received throughout their stay. The
report serves as a written reminder of the patient-centered care initia-
tives the facility implemented — remember those warm blankets we
applied in pre-op — and the education they provided about such
things as expectations of post-op pain and the potential side effects of
4 0 • 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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