Any nervous patient arriving for surgery or a diagnostic test at Laurinburg, NC-based Scotland Health Care System now has a friendly face waiting for him or her.
A navigator position recently was created as part of the organization’s overall focus on the patient experience. “One direction we’ve taken is looking at it from the patient’s eyes, from the moment they walk in,” says Sonja Frye, manager of patient experience.
Here are some things the navigator does to help patients:
• The navigator greets patients warmly.
Previously, surgical patients arrived as early as 5:30 a.m. when some areas of the hospital still were dark and unoccupied, which added to their anxiety. The navigator now is there to greet them the moment they enter the outpatient registration area. “She is smiling and ready to take them by the hand and comfort them,” says Frye.
Some patients need reassurance that their family members will be able to join them in just a few minutes and stay with them until surgery. Rhonda McDonald, the hospital’s navigator, says, “I explain to the patient how everything is going to go.”
• The navigator makes sure patients are in the right location.
At times, patients come to the wrong building for a diagnostic test when they should be at an offsite location.
“Sometimes they’d wait for 30 minutes, only to find out they are in the wrong place,” McDonald says.
• The navigator keeps patients informed while waiting.
Frye says, “One of the biggest things that we push is keeping the patient informed.”
The navigator lets patients know about how long they’ll be waiting, and alerts them if they’re going to be called next.
The surgical waiting room for the family also is used as a waiting room for diagnostic tests and procedures. “The navigator helps with the flow, which decreases some of the wait times,” says Frye.
At times, McDonald talks to patients and family on a personal level. Patient satisfaction scores have increased as a result, reports Frye. “It all boils down to growth and the loyalty of our patients,” she says. “If they come and have a great experience, they are going to recommend us to others.”
• The navigator addresses patient complaints right away.
Many patients have reported that the navigator made them feel at ease. Complaints have decreased as well.
“We’ve seen a decrease because when something doesn’t go quite right, Rhonda is there to provide recovery,” says Frye. “We can fix it before the patient walks out the door.”
• Sonja Frye, Manager Patient Experience, Scotland Health Care System, Laurinburg, NC. Phone: (910) 291-7554. Fax: (910) 291-7011. Email: [email protected].
