How do you ensure patients will remember their post-op care instructions and push your patient experience scores from good to great? You do a deep dive and find out where you’re lagging, just like the staff at White Rock Medical Center in the Dallas area did. When the team realized their patient education practices needed a minor improvement, the staff dug in and implemented a simple teaching mnemonic to help address questions about post-op care. Their efforts earned them this year’s OR Excellence Award for Patient Satisfaction.
“Our patients might have rated us high and would recommend the facility to others, but our satisfaction survey scores weren’t reflecting all of the work that we were putting in for the communication and education domain,” says Brittney Williams, RN, director of surgical services. “I knew we could do more.”