surgery. The report also includes a polite request to fill out the patient
satisfaction survey they will receive via email after discharge.
Patient-centered care demands attentive listening and supportive
communication, according to Kathleen Ranne, MSN/Ed, CNOR, core
measure analyst at St. Lucie Medical Center in Port St. Lucie,
Fla. Every member of her clinical team, from pre-op to PACU, is
trained to advance the patient-centered care narrative by constantly
talking to patients about what staff has done to enhance their care,
from applying active warming measures in pre-op to reviewing the
many safety initiatives they implemented.
"Staff members aren't supposed to ask patients specific questions
that appear on satisfaction surveys or feed them the answers you
want them to jot down," says Ms. Ranne. "But that doesn't mean they
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