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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own health care," says Lisa Sershen, chief digital officer at Westmed Medical. "But while these digital tools allow us to text and chat with patients and loved ones, we'll never step away from the human touch." At Bon Secours Surgery Center, though, half of the patients are older and getting cataract procedures, so it's worth having a nurse to make follow-up phone calls. It's during those phone calls that patients let staff know that they're feeling great, that their pain is under control and they're not nauseous. Patients also sometimes share their frustrations with how long they had to wait before their proce- dures started. "When that happens, we can explain the process and how their situ- ation led to a wait that was longer than needed," says Mr. Guzik. "A patient who understands what happened and has the chance to talk with someone about it is likely to be less critical on a satisfaction sur- vey." OSM O C T O B E R 2 0 1 9 • O U T PA T I E N T S U R G E R Y. N E T • 9 3 • KEEP IN TOUCH Text message updates are efficient ways for your staff to send informa- tion to patients, who appreciate the convenient method of communication.

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