ORX Awards 2021 - Patient Satisfaction - The Happy Place

Ophthalmology Patient Experience OR Excellence

By: Danielle Bouchat-Friedman | Senior Editor

Published: 8/31/2021

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Staff at Andersen Eye Surgery Center strive to keep patients calm and comfortable throughout their stay.


WARM AND COZY Keeping patients warm prior to their procedures makes them feel less anxious.  |  Andersen Eye Surgery Center

Cataract surgeries are commonplace at Andersen Eye Surgery Center in Saginaw, Mich., so nearly all of the patients the staff care for are well into their autumn years. The senior population presents several challenges, but Anderson Eye’s entire staff excels at making patients feel like they’re the only ones undergoing surgery — no small feat in a facility that runs a high-volume specialty. The proof, as it were, isn’t in the pudding. Grateful patients have returned to the center days after procedures with plates full of cookies to show their appreciation for the quality care they received.

The staff’s willingness to go the extra mile for each one of their patients makes them the winner of the OR Excellence Award for Patient Satisfaction. “We all get along, and patients notice and appreciate that,” says Heather Hazen, RN, BSN, the center’s director. “We constantly strive to provide patients with the best possible experience during the few hours they spend with us.”

The staff makes sure to establish a rapport with patients as soon as they arrive. “In pre-op, we provide them with warm blankets and written information about their surgery,” says Ms. Hazen.

Patients are not fully sedated for cataract cases, so surgery can be a nerve-wracking experience. During procedures, a member of the surgical team often holds the patient’s hand to comfort them. Patients are also able to pick the music that plays during their procedures to help make the environment more soothing.

After procedures, patients are taken back to post-op where they’re greeted with the familiar face of the nurse who prepared them for surgery. They’re offered a variety of snacks and drinks while they recover and, at the end of their visit, receive a bouquet of flowers as well as handwritten cards from their surgeon and the staff. “The patients are always surprised and thankful to receive the flowers and cards,” says Ms. Hazen.

Compassionate Care for Cancer Patients
HONORABLE MENTION
LIFE LINES Breast cancer patients receive constant support from nurse liaisons and navigators throughout their entire course of care.  |  Crystal Corfman

The multispecialty Inova PSB Surgery Center in Falls Church, Va., recently added breast reconstruction surgery for cancer survivors to its case mix and is taking the level of service offered to these incredible patients to a whole new level. “Our nurse liaison is responsible for providing an extra level of support,” says Crystal Corfman, BSN, RN, CNOR, the center’s clinical director.

The nurse liaison helps to streamline the check-in process, and patients and their family members enjoy knowing there is a dedicated point person who can answer their questions or address their concerns. “As soon as patients arrive, the liaison is in the waiting room to assist them with whatever they need,” says Ms. Corfman. “She constantly updates family members about the progress of their loved one’s surgery and spends time with them in the waiting area during the pre-op and post-op phases of care. She also makes follow-up phone calls to patients the day after surgery.”

In addition to the nurse liaison, the center offers additional support from its breast cancer nurse navigators, who are experienced in oncology nursing and typically certified in the specialty. After a patient is diagnosed with breast cancer, a navigator becomes their primary point of contact throughout their journey. They help to manage each patient’s specific needs through financial resources, home care, counseling, transportation, support groups and educational classes. They ensure patients are always informed of their care plan and know what to expect next. Navigators also reassure patients that they’re always available if they feel overwhelmed and need help managing any aspect of their treatments.
“We provide holistic care every time, every touch,” says Ms. Corfman. “That’s our motto.”             

— Danielle Bouchat-Friedman

Patients are sent home with satisfaction surveys and asked to bring them back to their post-op appointments. The positive comments noted in the surveys reflect the staff’s hard work and compassion. A recent patient who came in for their first-ever eye surgery wrote, “I was so impressed with the nurse, anesthesiologist and of course my doctor. The staff knew I was extremely nervous. Everyone made sure I was as comfortable as could be.” Another wrote, “Thank you to every staff member for being thorough, kind and professional. The flowers after surgery were a nice touch, and we so appreciated your concern for my family — waiting is very stressful for them as well.”

The surgery center performs between 35 and 50 procedures a day, three days a week. The limited schedule plays a significant role in staff being able to enjoy a healthy work-life balance that leaves them feeling energized and ready to engage in high-quality patient care. “A happy staff translates to happy patients,” says Ms. Hazen.

The staff’s goal is to satisfy patients and to keep them safe, so they come back for future operations and recommend the center to their friends and family, according to Ms. Hazen. “Making someone’s day a little easier when they’re going through what can be a stressful time is what we strive to do,” she says. OSM

Plastic Surgery With Personal Touches
HONORABLE MENTION
REMOTE ACCESS Dr. Voci offers virtual follow-up appointments to his patients, whether they live across town or out of state.  |  VOCI Center Plastic Surgery
Vincent E. Voci, MD, a plastic surgeon and owner of VOCI Center Plastic Surgery in Charlotte, N.C., has been practicing for 36 years and continues to adapt to the needs of his patients. They come to him for a host of cosmetic procedures, including facial, brow and eyelid rejuvenations, breast lifts and reductions, tummy tucks and rhinoplasties. Dr. Voci also offers skin care services such as ultrasound and laser skin rejuvenation, micro-needling and micro-channeling, as well as injectable facial fillers. Facial injections and laser treatments are performed in private suites, which provide patients with a comfortable setting and complete privacy. “Many of my patients are repeat customers who have been with me my whole career,” says Dr. Voci. “We always follow up with them after surgery and pride ourselves on offering personal and friendly expertise.” Dr. Voci offers virtual follow-up appointments to all of his patients, and says the pandemic has increased the demand for this service. Anytime a patient cannot keep an in-person follow-up appointment — especially patients who live far away — Dr. Voci and one of his nurses will conduct the appointment virtually. “I see patients from many different states — Virginia, Georgia and South Carolina — who can’t always make it to the office,” he says. He’ll also gladly conduct virtual appointments as a matter of convenience for busy professionals. “Some patients don’t have the time to leave work — even those who are less than a mile away,” he says. Dr. Voci says his greatest pleasure and the major goal of his practice is to make his patients feel good about themselves. He adds, “The smiles, tears of happiness, thank you cards, kisses and hugs that we receive are so rewarding.” — Danielle Bouchat-Friedman

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