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Did Skin Prep Fuel This Fire? - February 2017 - 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.

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F E B R U A R Y 2 0 1 7 • O U T PA T I E N TS U R G E R Y. N E T • 3 3 Low Patient Satisfaction Scores Will Cost You Medicare will withhold part of your reimbursement if patient surveys sag. W hether you work in an ambulatory surgical center or hospital, reimburse- ments are based on what patients think about the care they received. If enough of your patients are dissatis- fied with their treatment, Medicare is going to penalize your facility by with- holding part of your reimbursement. Here are a few gestures, both big and small, you can make to calm and com- fort your patients before surgery. • Narrate the care. Sure, inserting an IV or prepping the surgical site may be old-hat to your staff, but it's likely your patient is curious (and maybe a little freaked out) about everything they're stuck with/attached to/prodded by in the run-up to surgery — even if they don't ask. This is why it's so important to explain every step of the process in layman's terms as it's happening, and in a calm, confident voice. "This is especially true when it comes to changeover of care," says Jeffra Kinniard, BSN, RN, CNOR, ONC, director of operations at Parkview SurgeryONE in Fort Wayne, Ind. "White Coat Syndrome is real — a patient's blood pressure goes up when they see a new physi- cian. It helps to talk one another up, saying something like: 'Michelle is coming to relieve me — she's just the best.'" Research shows that, even if they're made aware, many patients are Business Advisor Diane Stopyra • HEALTHCARE CONSUMERS Medicare's vision of value-based care takes patient satisfaction and customer service into account. Pamela Bevelhymer, RN, BSN

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