involving a family who wound up waiting two hours beyond when the
surgery was supposed to be completed because the surgeon was
delayed performing an emergency procedure in another OR. When the
family finally asked what was going on, they were genuinely scared
something terrible had happened. This was an extreme example, but
it shows how communicating with waiting family members about how
surgery on their loved one is progressing can slip through the cracks
without a consistent communication process in place. Phase three
ensures this doesn't happen. If there is a situation that will delay the
surgery, our OR clinical leader calls our PACU clinical leader, so she
can make sure those waiting for a loved one are properly informed.
Phase 4: Recovery
The final phase of the process is critical. After the patient has been
through check-in, pre-op and surgery, family members are often
ready to get their loved one home as soon as possible. While we typ-
ically discharge our patients 30 to 60 minutes after surgery — a
process that includes "meds to beds," the dissemination of discharge
instructions and a discussion with their surgeon — there are always
exceptions. In those situations, make sure the patient and their fami-
ly are informed right away. Remember, the last part of the surgical
experience is what they're most likely to remember about your facil-
ity.
Consistency is key
To make this collaborative four-phase communication process work,
designate employees — the OR clinical lead for the surgical phase, the
PACU clinical lead for the recovery phase, for example — to keep
patients and their loved ones updated on their specific phase of the
surgical experience and report delays to patients or family members
Staffing
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