Outpatient Surgery Magazine

OR Excellence Awards - September 2018 - Subscribe to Outpatient Surgery Magazine

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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team member who had survived breast cancer took special note. She wanted to talk to the patient to see if she could answer any questions about her personal experience, something that could help allay the patient's fears. "She had been there and wanted to talk to the patient one-on-one, tell her that she knew what the patient was going through and ask if there was any way she could help," says Susan Byrd, MBA, RN, direc- tor of surgical services at Bayfront Health Spring Hill (Fla.). "We try to go in and touch that person, tell them what we've experienced and how we overcame some of the challenges. Our nurses are just being themselves, and that's what makes the connection." It's that unscripted approach — encouraging staff members to be themselves and offer that extra personal touch — that propelled Bayfront Health Spring Hill to win the 2018 OR Excellence Award for Patient Satisfaction. Ms. Byrd knows a lot of people who love scripting — having staff members saying the same things to patients over and over — and think if the message is continuously the same, you get better results. But that's not what Ms. Byrd believes. "I think patients get more of an active, engaged experience if the staff are allowed to be themselves," says Ms. Byrd. "Patients know when we're being scripted. My experience has been you get so much more patient satisfaction if you just be yourself while doing your job." The experienced staff does it over and over with patients. They never get tired or annoyed and each member of the team looks for- ward to the individual interactions with the patients, opportunities where the staff members can transfer their knowledge to the patients, according to Ms. Byrd. Right from the onset 5 4 • O U T PA T I E N T S U R G E R Y M A G A Z I N E • S E P T E M B E R 2 0 1 8

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