Outpatient Surgery Magazine

Her Loss, Their Gain - October 2019 - 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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they were hypervigilant, hyperaware, anxious, and very interested in what is going on. A patient's overall experience is very much impacted by what happens prior to them going into the OR, and that's reflected in their survey responses. Staff at Bon Secours Surgery Center at Harbour View in Suffolk, Va., use purposeful rounding with the patients and their families to pre- vent an issue from happening, or to address it in real time if it does. Keeping patients and their family members informed — and providing immediate answers to unforeseen issues — gives them the comfort they need at a stressful time. "Make sure members of the clinical team, business staff and leader- ship take part," says Patrick Guzik, administrator at Bon Secours. "Even if there's no issue, introduce yourselves, talk about things such as the expected length of the stay and explain what's happening now and what will be happening soon." Patients often ask staff at Bon Secours, "Why was I told to be here at 9 a.m. when it's 11:30 a.m. and I still haven't gone into surgery?" This issue is a challenge for many facilities, because the scheduling and registration process is not completely under their control. Some physician's offices schedule patients to arrive well before they really need to. Doctors want to stay busy, so they want to be able to squeeze in the early arriver if another case gets canceled. While that may be more efficient for the surgeon, it causes unnecessary anxiety for the patients and their family members. To minimize this issue, suggests Mr. Guzik, coordinate closely with physician's offices to make sure patients arrive at an appropriate time for their procedures. Patients, however, don't make distinctions about who's to blame for their long waits. "We were able to engage the physicians and that paved the way for us to share our center's schedule with their offices, which allowed us 8 8 • O U T PA T I E N T S U R G E R Y M A G A Z I N E • O C T O B E R 2 0 1 9

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