Clinical Nurse lll Houston Methodist Hospital Spring, Texas, United States
Description: Healthcare is moving toward patient centered care models that prioritize the health care outcomes that matters most to patients. Identifying what matters most to patients can predict what is of prime importance to patients for healthcare delivery. Supporting the wellbeing of patients, improving the patient experience and promoting patient satisfaction is a challenge for the Perioperative Pre-Admit Department (PAT). During the Perioperative PAT visit Nurses obtain a thorough nursing assessment, review medications, collect labs and diagnostic tests, provide patients with education regarding the expectations of the surgical experience. The Perioperative PAT process can take longer than anticipated for patients. The Perioperative PAT team includes nurses, nurse practitioners, anesthesiologist, surgeon’s, patient care assistants, and office coordinators. The team wanted to know what mattered most to patients regarding the Perioperative PAT visit. The Perioperative PAT Team collaborated and brainstormed to develop a survey to identify what matters most to patients. It was decided to utilize the “What Matters Most Survey “ with hope to gain insight into improving patient satisfaction. A self-administered questionnaire “What Matters Most Survey” was provided to patients in the PAT waiting room to capture what matters most to patients. The survey asked patients to rank the metrics in the order of importance:1 being most important 5 of least importance. The key metrics listed were wait times, expectation regarding testing, staff courtesy, understanding of tests and directions to the surgical procedure. “A What Matters Most Survey” is currently being distributed to patients in the Perioperative PAT waiting room. Results thus far reveals that most patients agree that wait time matters most to them. A Perioperative PAT nurse has reached out to a wireless communications company to develop possible mobile communication to improve the waiting room experience during wait times. Currently a proposal to consider using technology which can allow the patients to complete other tasks while waiting for the PAT visit. Each patient must be seen individually thus the wait time varies. The goals of PAT are to screen the patient for surgical procedure, communicate expectation of the surgery, deliver quality patient center care, maintain patient satisfaction at the highest level and avoid cancellation or delay of the surgical procedure. Nurse’s implications are to provide patient center care for the patient and family, educate about surgery and medication in addition to recognize if social services resources may be needed pre and or post-surgery. While wait time has been revealed the most important component to patients during their pre-operative experience. The PAT assessment is essential in order to optimize the patient for a safe surgical outcome. For patients who ask the question Why Wait? The answer is because You Matter Most!