Implementation of New Surgery Patient Advocate Role Improves Patient and Family Satisfaction

Undergoing surgery of any kind can be a stressful experience for patients and their families. The surgical center at HSHS St. John's Hospital found that many patients and families felt overwhelmed and intimidated by what were routine processes for the surgical team. With a new state-of-the-art surgery center opening in June 2014, the time was right to increase the focus on patient-centered care.

The goal was to reduce patient and family anxiety by providing a high level of information, communication and support throughout the perioperative experience. Targeted areas included information given the day of surgery, information given to families, and information about delays. By redesigning the family waiting experience and creating a job position with a primary focus on patient and family communication, the hospital was able to achieve sustainable improvements in Press Ganey patient satisfaction scores.

This case study is part of the Illinois Health and Hospital Association's annual Quality Excellence Achievement Awards. Each year, IHA recognizes and celebrates the achievements of Illinois hospitals and health systems in continually improving and transforming health care in the state. These organizations are improving health by striving to achieve the Triple Aim—improving the patient experience of care (including quality and satisfaction), improving the health of populations, and reducing the per capita cost of health care—and the Institute of Medicine's six aims for improvement—safe, effective, patient centered, timely, efficient, and equitable. To learn more, visit https://www.ihaqualityawards.org/javascript-ui/IHAQualityAward/