373 - Improving the Patient/Family Surgical Service Experience with Communication
Description: DESCRIPTION OF TEAM: Our team consists of registered OR nurses and surgical technicians that are part of our OR shared governance. PREPARATION AND PLANNING: Through the use of our HCAHP scores our team identified the area of patient and family surgical service experience as an area in need of improvement. With the assistance of our librarian we researched recent data and found that improving communication with the patient and family during their surgical service experience could increase patient satisfaction scores. Our next step was to meet with the Surgical Processing Area (SPA) and Post Anesthesia Care Unit (PACU) shared governance teams to get all on board.
Assessment: We reviewed our patient’s surgical service process starting with booking of OR time, pre-procedure phone calls, patient arrival time, SPA process, communication while in the OR, PACU process. We identified the following areas; pre-procedure phone calls, OR booked time, circulators having better communication with SPA and better communication with family during procedures, as areas where improvement of communication could directly impact the patient’s surgical service experience. IMPLEMENTATION: We began our improvements by implementing better communication with our patients during pre-op phone calls by assuring the patients are aware of the best app to use for directions to the hospital and that they are being asked to arrive in timely manner according to the day’s schedule. To better improve communication between surgical departments we now have our spa nurses carry a phone and list their numbers and initials on our intra-op electronic board. This allows the circulator to call 15 minutes before case time to check that the patient is ready and to ensure the case begins on time, to be made aware of any delays and to avoid wasted circulator time when there are delays. To better the lines of communication with the patient’s family we now give the family member a business card containing the charge nurse’s telephone number. This allows for the family member to have access to someone they can get in touch with for updates. We also have vowed to update family members every 1-1 ½ hours while the patient is in the operating room and have begun to explore updating the family via text through our computer system. OUTCOMES: After implementing the above items we saw an increase in our patient satisfaction HCAHP scores. IMPLICATIONS FOR PERIOP NURSING: HCAHP scores are a great way to identify an area in need of improvement, as in our case improving communication throughout our surgical service process had a direct impact on patient satisfaction scores.
Co-Authors: Maryann McNally, Jennifer Fisher, Sandra Medina