Outpatient Surgery Magazine - Subscribers

OR Excellence Awards 2015 - September 2015 - Outpatient Surgery Magazine

Outpatient Surgery Magazine, providing current information on Surgical Services, Surgical Facility Administration, Outpatient Surgery News and Trends, OR Excellence and more.

Issue link: http://magazine.outpatientsurgery.net/i/567827

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Page 146 of 168

1 4 7 S E P T E M B E R 2 0 1 5 | O U T P AT I E N T S U R G E R Y M A G A Z I N E O N L I N E cool with a patient they should take a step back and re-evaluate the situation — don't add fuel to the fire. Sometimes, a particular staff member just doesn't click with a particular patient. In these instances, it may be impossible to make the patient happy, and it can leave your employees aggravated and on edge. If you see this happening, or a staff member reports a problem, consider having them trade assign- ments. For the rare occasions when a patient is completely out-of-hand or belligerent, consider canceling the case and/or pulling the patient from your facility entirely. Make sure you first check your state's laws to avoid patient abandonment charges. Keep in mind that frustrated employees are more likely to commit an error, and it can be better for everyone to just move on. Above all else, always be polite, professional and straightforward The recording of the anesthesiologist insulting the patient was blatant and obvious medical malpractice. While a different cell phone policy or more empowered employees may have prevented the prob- lem, it's much easier all around if everyone understands the importance of being polite, professional and straightforward at all times. Emphasizing empathy to staff — how would you feel if you were that patient? — can help make that distinction clearer. Remember that hearing is the last sense to go when a patient is sedated. A patient may not be able to answer you, but she very well could still hear you. My advice? Don't say anything in the OR that you wouldn't say in front of your mother. OSM 5 Mr. Landess (william.landess@palmettohealth.org) is the corporate director of anesthesia services for Palmetto Health, located in Columbia, S.C.

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