accordingly. This
approach not only
reduced the negative
impact of our delays,
it also bolstered our
patient satisfaction
scores. In fact, the year before we implemented the communication
protocol, our average patient satisfaction score was a respectable
85.7. This year it shot all the way up to 100.
If you're looking to roll out a similar communication policy at your
facility, consistency is everything. Make sure you follow every step
of the process for every patient. This can't be an approach you take
occasionally. On the other hand, when you apply this policy across
the board for all your patients, you're bound to find grateful family
members thanking you for keeping them informed — and satisfac-
tion scores that reflect that gratitude.
OSM
Ms. Sciola (jsciola@bhs1.org) is the director of ambulatory surgery and
endoscopy at Berkshire Medical Center in Pittsfield, Mass.
A P R I L 2 0 2 0 • O U T PA T I E N T S U R G E R Y. N E T • 9 1
Make sure the patient
and their family members are
informed of a delay right away.
