FEATURE
and we will walk them through how to use it again. If patients say their pain medication is not working or making them sick, we can coordinate with the surgeon to order something different. If a patient is experiencing bleeding or identifies something else not going well, we can intervene and get it corrected.” Like Southgate Surgery Center, Mankato Surgery Center in Mankato, Minnesota, attempts two follow-up phone calls to patients, says Nicole Briley, RN, quality, safety and educa- tion nurse for the ASC. If patients are not reached on the second call, the ASC will send a letter. “It essentially thanks patients for their visit, stat- ing that we strive to provide quality care and that since we were unable to reach them by phone, if they have further questions or concerns regard- ing their procedure, they should con- tact their surgeon,” she says. Mankato Surgery Center also
makes follow-up phone calls 30 days and 90 days after procedures, Briley says. The 30-day call goes to all pa- tients and is primarily for purposes of infection surveillance. The 90- day call goes to patients who receive certain implants and helps the ASC identify issues that the patients might be experiencing with their devices. “All of the calls and any letters sent are tracked and documented,” she says. “These follow-up efforts to con- nect with patients provide that extra touch that helps with patient satis- faction. They also help identify pos- sible concerning trends and areas for improvement in the care we provide based on the comments we request from our patients.” While it is worthwhile to speak to patients about their surgical experi- ence prior to discharge, Phillips says it is important for ASCs to realize that patients might not experience is- sues of concern until after they have left the surgery center.
These follow-up efforts to connect with patients provide that extra touch that helps with patient satisfaction. They also help
identify possible concerning trends and areas for improvement in the care we provide based on the comments we request from our patients.”
—Nicole Briley, RN, Mankato Surgery Center “In one part of our ASC, we per-
form gastrointestinal (GI) proce- dures,” she says. “These patients re- ceive propofol. The drug may still be wearing off when they are discharged, so nausea or other problems they could talk about may happen 45 min- utes after they are gone.” On the other hand, she says, some patients may not have the wherewith- al to share their concerns while still in the facility, making the follow-up call that much more important. “On the other side of our ASC
where we do eyes, those patients are usually senior and have had a little Versed,” Phillips says. “They are of- ten so absorbed in listening to their discharge instructions that they may
not think about speaking up about a concern or, since they may be coming back for a procedure for their other eye, may not want to speak up dur- ing discharge to make waves. When we call them, they are clearheaded, not distracted, and since we are again asking for their opinion, they often feel more comfortable speaking up.” To Quinn, the efforts that ASCs
make to follow up with patients help further distinguish surgery centers as organizations that provide excellent and genuinely compassionate care. “After all,” she says, “how many hospitals call you the next day to see how you are doing?”
ASC FOCUS NOVEMBER/DECEMBER 2013 25
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38