Through personalized pre-operative phone calls and short educational videos, our care teams are transforming how patients experience surgery day. These touchpoints provide clear instructions, answer questions, and offer reassurance—helping patients feel informed and emotionally supported before they even arrive.
The impact has been powerful. Patients report feeling less anxious and more confident, while staff note fewer last-minute cancellations and smoother check-ins. By blending compassion with communication, we’re not just preparing patients for surgery—we’re building trust, improving outcomes, and redefining what patient-centered care looks like.
Patient Satisfaction Highlights
- Written Discharge Instructions
Patient satisfaction scores for written discharge instructions reached 97.56%, exceeding the Press Ganey National Benchmark of 97.18% in the last quarter of 2024.
- Nurses’ Concern for Comfort
In Q4 2024, patients rated nurses’ concern for their comfort at 82.13%. This improved to 84.4% in Q1 2025, reflecting a positive trend in patient perception.
- Medication Instructions & Procedure Expectations
Staff have reported fewer cancellations due to clearer medication instructions. Patients arrive better informed and are less upset when procedures are delayed, indicating improved communication and expectation management.
- Visitor & Belongings Policy Awareness
“Patients seem much more aware of the visitor policy now and know to leave valuables at home, so they don’t lose their belongings.” — Lich, RN
This improvement is attributed to the educational video that reviews both the visitor and belongings policies.
- Preparedness & Anxiety Reduction
“The patients feel prepared. Less anxious. They comment that they watched the videos and if they have questions, they can message their surgeon.” — Anna, RN