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Snuffing Out Surgical Smoke - Outpatient Surgery Magazine - December 2019

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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game of phone tag. Share positive feedback, too. Post complimentary quotes from patients in the break- room for staff, surgeons and anesthesia providers to see. Sharing the positive things patients say about your team will inspire them to continue delivering great care. Attitude adjustment Ms. Engle recalls when a leadership change at her facility caused ten- sion among the staff. Patients could sense — and in some cases see — the negative ways employees interacted with each other and noted in their satisfaction surveys that it was obvious the staff didn't like each other. She knew things had to change and had staff focus on how they interacted with each other as much as they emphasized patient-centered care. As the staff started to respect each other as people instead of just colleagues, patients took notice and satisfaction scores began to increase. "We also see the nurses and staff talking to the patients differently," says Ms. Engle. "Even on the busiest days, staff never refer to patients as a number or a procedure. They're always referred to by name and treated like a person. You can just feel the positivity of the center and see that people are happy and love to be there. That small attitude adjustment made a big difference in our patient satisfaction scores." OSM 5 0 • O U T PA T I E N T S U R G E R Y M A G A Z I N E • D E C E M B E R 2 0 1 9 • PERSONAL TOUCH The smallest gesture can make a big differ- ence in how patients perceive the care you provided. Pamela Bevelhymer, RN, BSN, CNOR

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