Outpatient Surgery Magazine

OR Excellence Awards 2016 - September 2016 - Subscribe to 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/726435

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Page 57 of 146

resulted in handoffs with more patient involvement, understanding and confidence in their care," she says. The education and in-service committee organized IRELATE train- ing (Introduce, Reassure, Explain, Listen, Answer, Take Action and Express Appreciation). "We're big on narrating your care," says Ms. Kinniard. "So, if you're giving the patient an IV, you tell them, 'Now we're cleaning your arm to start an IV to help prevent infection.' This explana- tion is very calming to the patient." This training has had a tangible effect, with Ms. Kinniard noting one example in particular. After leaving the center, the mother of a young patient had questions about how to apply a shoulder immobilizer on her daughter. When the staff called her on the first day post-op, she explained her concerns. Even though staff had instructed the mother on how to apply the immobilizer, and had written down instructions, she was still con- cerned that she had re-applied it incorrectly. The nursing staff explained it over the phone, but the mother was still hesitant. Though the patient's home was 45 minutes away, a nurse offered to come meet with them to make sure the immobilizer was correct. However, anoth- er nurse had a better idea — staff could use a cell phone to send a how-to video. "The mother was thrilled with this solution and texted a photo of the patient wearing the immobilizer correctly with a big smile on her face," says Ms. Kinniard. "Needless to say, this family rated our facility excel- lent in all areas." Ms. Kinniard relays these stories to staff and surgeons. She shares patient experience and satisfaction survey data at weekly meetings and displays the updated data each week on 6 bulletin boards throughout the facility. The center exhibits all patient responses on these boards, and if there is disappointing feedback, leadership 5 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 • S E P T E M B E R 2 0 1 6 Awards Issue

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