Patient Liaison - Bridging the Gap of Communication to Patients and Families

Abstract

Consistency is critical in facilitating the admission process to the operating room (OR). In the Post Anesthesia Care Unit (PACU) we capture monthly data in relation to preoperative room delays and patient notification of these delays. Our target goal has been 90% or higher for patient notification of surgery delays. For fiscal year 2014 our score has remained on average 84% related to the inability of the preoperative staff being available to communicate with patients and families. Communication also affects our patient satisfaction scores. Complaints have been addressed monthly related to patient and families’ inability to get information in the waiting areas, having the lobby area unattended between the hours of 0600-0900, and lack of posted contact information.