member who works in the same-
day surgery unit at the University
of Chicago (Ill.) Medical Center.
They're taught to notice a patient's
nonverbal cues and demeanor, to
listen to voice inflection and read
body language.
That training helped the recep-
tionist sense the patient's uneasi-
ness. "You appear a bit nervous,"
she said. "Is there something I can
help you with or is there some-
thing on your mind?"
The patient appeared grateful,
relieved even, and revealed that
she was apprehensive about the
nerve block she was about to receive.
Ah, that's it.
The receptionist smiled, said she understood and immediately went
back to alert the charge nurse of the patient's concern. The nurse came
to the waiting room, sat with the patient and her husband, described in
detail how they'd place the block and answered every question the cou-
ple had about the process.
"You could see the patient's shoulders relax and she smiled for the
first time since arriving," recalls Sunitha K. Sastry, MPH, CPXP, direc-
tor of the patient experience and engagement program at University
of Chicago Medicine. "Her husband was leaning in and really tuned
into what was going on."
The entire episode contained the essential elements — a take-
charge mentality, empathy, compassion and clear communication —
J U N E 2 0 1 9 • O U T PA T I E N T S U R G E R Y. N E T • 2 9
• LITTLE TOUCHES Even the smallest gesture can boost
patient satisfaction scores.
Pamela
Bevelhymer,
RN,
BSN,
CNOR
