Better Communication, Better Outcomes: The Power of the Periop Patient Ambassador

Clear, compassionate communication can be just as critical to surgical outcomes as technical skill. Yet in many perioperative settings, patients and their loved ones experience gaps in communication (before, during, and after surgery) that can leave them feeling anxious, uninformed, or disconnected from their care.

One innovative approach to addressing this challenge is the patient ambassador, a team member dedicated to accompanying patients through their surgical journey, providing updates, answering questions, and ensuring their voices are heard.

At Texas Children’s Hospital Pavilion for Women in Houston, feedback from adult patients revealed just how significant those gaps could be. Satisfaction scores dipped to 55% in January 2024, prompting Perioperative Services managers Aleli Cabali, MSN, RN, CPAN, PMGT-BC (PreOp/PACU) and Cheryl Kelley, DNP, MSN, RN (Operating Room) to pilot the Patient Ambassador role.

One year later, the results speak for themselves: patient satisfaction scores now consistently range from 96%-100%, and anecdotal reports show patients feel more informed, supported, and empowered in their care. Team satisfaction is improving, too, thanks to the ambassador’s role in refining continuity of care.

The hospital’s patient ambassador, Deontranese McNeal, typically meets patients during their Pre-Anesthesia Testing visit before the day of surgery. On the day of surgery, she accompanies them through preoperative and postoperative care—tracking their progress in the electronic health record, relaying updates to loved ones, and carrying questions back to the care team.

Ways Patient Ambassadors Can Make a Difference

For Patients

Cabali says the goal of introducing a Patient Ambassador was to ensure optimal clinical care while also meeting patient needs to enhance their overall experience. Here are a few ways the program helps achieve that goal:

• Improving patient satisfaction — By addressing concerns promptly and fostering open communication, the Patient Ambassador helps create a more positive care experience, contributing to higher satisfaction scores.
• Enhancing patient engagement — A Patient Ambassador can provide a personal touch that makes patients feel valued, supported, and more likely to actively participate in their care.
• Building trust and loyalty — Having a dedicated Patient Ambassador creates opportunities to build rapport with patients, improving their perception of both the healthcare facility and the healthcare team.
• Providing a mechanism for proactive issue resolution — Acting as a bridge between patients and staff, the Patient Ambassador is well-positioned to identify potential issues early and address them before they escalate.

For Staff

While improving the patient experience was the initial focus of the Patient Ambassador program, the team is also seeing benefits in improved team dynamics that support patient care in several specific ways, Dr. Kelley shares.

• Creating new avenues for interdisciplinary support — The Patient Ambassador works alongside clinical and non-clinical staff to enhance patient experiences, such as coordinating special requests or providing emotional support when needed.
• Improving overall continuity of care — By staying informed about the patient’s care plan, the Patient Ambassador can help clarify information and ensure patients feel supported throughout their journey.
• Advancing patient education and advocacy — The Patient Ambassador helps educate patients about available resources, procedures, and follow-up care, collaborating with the team to ensure consistent messaging and patient empowerment.
• Establishing a feedback loop — The Patient Ambassador gathers patient insights and shares them with the healthcare team, enabling continuous improvement in processes and care delivery.

Implementation Tip: Use Patient Ambassador Training That’s Proven Successful for Others

While the Patient Ambassador role was new to the Pavilion for Women, it was already in place on the pediatric side of Texas Children’s Hospital, Deontranese says. During her orientation, she shadowed the existing pediatric patient ambassadors for six weeks—a process that quickly built her confidence and prepared her to take on the ambassador role for adult patients.