225 - Navigating the Challenges of Perioperative Services to Improve the Patient Experience
Description: Patient satisfaction has become a monitored and measured outcome that is an important element which identifies the patients overall experience. Effective communication is a vital component that ties many elements to assuring a satisfying patient experience. Patients and families often face fears and anxiety as they transition thru their perioperative experience. Also, delays and the fear of “not knowing” can exacerbate these feelings and can often lead to increased feelings of concern. To enhance and improve the patient experience, Stony Brook University Hospital, instituted the role of an RN Peri Operative navigator. The navigator role was developed to optimize throughput by serving as a vehicle for communication across surgical service lines on day of surgery to promote and improve the patient experience. The goal of this new role is to strive to improve patient satisfaction, throughput and surgeon / RN satisfaction. These elements directly affect the overall patient experience. The perioperative nurse navigator assists the peri anesthesia team in directing and supervising patient flow and the delivery of care on day of surgery in the main operating suite. They act as a patient advocate on the day of surgery to ensure smooth transitions and continuum of care before, during and after surgery. The navigators facilitate communication between the perioperative staff and patients from the time of arrival to the time of discharge. They also work in conjunction with the OR turnover team to streamline the timing and movement of patients through the perioperative suite. Collection of data for barriers to throughput has been a challenge. The navigators will facilitate communication with the turn over team and pre op RN’s and discuss barriers for preparedness for the OR, turnover in the OR suite and barriers to care in PACU. These barriers can cause delays and dissatisfaction for the peri operative teams, patient and their families. Two experienced peri operative RN’s were hired into the role to develop strategies for improvement for communication and throughput. The peri operative leadership team felt strongly that this position was necessary to improved outcomes. To remain budget neutral, existing vacant lines were converted to the titles. These RN’s were chosen for their OR and PACU knowledge and experience as well as understanding of the perioperative throughput process. This experience provides the foundations for their workflow which will enable them to provide support to families, communicate valuable information regarding the progression of care, answer questions and reinforce education. These efforts will help patients and family manage the stress and view the process more positively. Several outcomes will be monitored for effectiveness. CHAPS questions related to communication and overall ASU patient satisfaction, throughput times and patient preparedness will be monitored. Real time data inputted into a database by the navigators will enable the Peri Operative leadership team to review, analyzes and use the PDCA performance improvement process to develop plans for improvement.