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request a call when we need additional information and dis-enroll patients who don't want to participate in the service.
"We also get to see patient interactions in real time and react when patients say we didn't meet their expectations," says Ms. Mentz.
The human element
All this technology can be a little daunting to a few patients, but most have embraced it as enthusiastically as the facilities.
"We've noticed that these days even our elderly patients are tech savvy enough to complete the pre-admission process," says Ms. Smith. "We say if you can send e-mail, you can navigate the online registration. We tell people it should take about 15 minutes, and for most, it does. Most say it's easy and effortless. For the few that struggle, they'll call and we'll complete the information with them over the phone."
"We promote the use of technology," says Ms. Mentz, "but it doesn't take the place of one-on-one discussions between a nurse and our patient. We still contact all patients to give them pre-surgical instructions and if they don't have access to the Internet, we complete their medical histories. If they can't get mobile messages, we call them the day before the procedure to tell them when they should arrive."
World of possibilities
As for the wide-open future of unlimited possibilities Ms. Mentz foresees?
"We hope to create interactive multimedia tools to educate patients and caregivers," she says. "Maybe we'll have electronic books that show younger patients what to expect on the day of surgery. They could include pictures and videos of our staff greeting patients, putting on their ID bands and giving them a stuffed teddy bear made by our volunteers. There would be images of where they'll wait with their families and how they'll be transported to the OR by one of our nurses in their own special
