371 - Updating Patients About Delays of Surgery to Increase Patient Experience
Description: Our busy Ambulatory Surgery Center (ASC) had Press Ganey survey comments that did not reflect the high quality of care we work to deliver. Significant amount of negative complaints were from delays of surgery (DOS) and lack of communication from staff. Prior to this project, there was no specific protocol in (ASC) regarding updating patients and families about DOS. The goal is to improve the patient’s experience by frequently updating the patients and families pertaining to surgery delays. Long wait times, poor communication, and prolonged fasting were identified as reasons for low satisfaction comments. Patient information and patient dialogue prior to surgery is key to reducing anxiety, setting expectations for the day of surgery, improving clinical outcomes and improving patient satisfaction. In January 2018, ASC implemented a new process for updating patients regarding surgery delays. Patients are updated by the preoperative nurses 30 minutes after the scheduled surgery start time, and every 30 minutes thereafter. Nurses write the times on the Patient Assignment Board. We record the patient’s name, time of arrival and expected time of surgery in the DOS chart. Additional recordings show each time the patient is updated and the actual time of surgery. Our actions resulted in favorable patient responses. From January through December 2018, patients, who responded to the information about delay survey questions, answered 15% of the Press Ganey comments about DOS negatively. In the first eight months of 2019, only 7% of responding patients responded negatively. Based on the number of patient respondents, there was a 53% decrease in negative comments from 2018 through the first eight months of 2019.