143 - Implementation of Nurse Liaison Program to Improve CAHPS Scores
Description: Will the implementation of a Nurse Liaison program help increase CAHPS scores while reducing anxiety and providing reassurance to waiting surgical family members? Currently patient families receive minimal information concerning their loved ones status in the operating room (OR). Surgical Waiting Although area receptionists do not have patient specific information to share with waiting families. there is an operating room status board present in the waiting area, it only provides operating room transitional times from Pre-op to OR to PACU. The status board is not an effective means to update families and a lack of communication between the OR and patients’ families is a major source of anxiety and dissatisfaction for patients and families.The Nurse Liaison will explain the process that the surgical patients will experience as they transition through the perioperative phases of care. Their knowledge and expertise of the operating room will bridge the communication gap between physician, patient, and patients’ family. They will accomplish this by providing:?Clear personalized communication?Explanation of the OR process?Providing general/explicit updates?Explanation of OR delays?Acknowledging and valuing the patient and their familyFrom 9 a.m. – 5 p.m. the Nurse Liaison will round in all operating rooms and PACU areas obtaining inter operative and post- operative updates on patients to be reported to families waiting in the surgical waiting area. Updates will be provided every 2 hours to waiting family members allowing them time to leave the area if needed and not worry about missing critical updates and information. Updates will allow for direct communication between the patient, family, and the perioperative team.Once this intervention has been implemented our goal is provide standardized communication when communicating with waiting families with the intent of reducing anxiety and providing reassurance and increasing CAHPS scores.