Outpatient Surgery Magazine - Subscribers

COVID-19 Crisis - Outpatient Surgery Magazine - April 2020

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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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 • A P R I L 2 0 2 0 F rom late physicians to cases going longer than expected, you can't control the many factors that lead to lengthy, frustrating surgical delays. But you can control how well you communi- cate these scheduling setbacks to your patients and their families. If you don't handle the communication correctly, your satisfaction scores are bound to suffer. We learned this the hard way. After poring over our patients' satisfaction surveys in the hopes of uncovering why our scores were lower than we'd like, the issue was Don't Let Delays Destroy Satisfaction Scores Keep patients and their loved ones in the loop every step of the way. Staffing Jacqueline Sciola, RN, BSN, CGRN • GROUP TALK Every member of the team at Berkshire Medical Center plays a pivotal role in keeping patients and their fami- lies informed about potential delays.

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