2.50
Hdl Handle:
http://hdl.handle.net/10755/161918
Category:
Abstract
Type:
Presentation
Title:
Customer Service Focused Approach for the Perioperative Team
Author(s):
Moultrie, Denise A.; Taylor, Lance
Author Details:
Maj. Denise A. Moultrie, MSN, RN, CNS-BC, CNOR, Brooke Army Medical Center, San Antonio, Texas, USA, email: denise.moultrie@amedd.army.mil; Maj. Lance Taylor, BSN, RN, CNOR
Abstract:
Poster presented at AORN's 58th Annual Congress: Purpose: To identify factors impacting perioperative case management between the operating room (OR) and the sterile processing department (SPD) using a customer service survey and the FOCUS PDCA model. Description of Team: Perioperative team members in a Level I trauma center. Assessment: Frustration in having incorrect case carts assembled for orthopedic cases. Lack of team work and communication between SPD and OR service nurses. Instruments sets returned to SPD grossly contaminated/in disarray, delaying turnover. Underlying issues included influx of staff surgeons due to realignment of military facilities; improper selection/absence of preference cards; and updated preference cards not communicated/delay of update in surgical scheduler system. Intervention included OR morning rounds with SPD representative; interdisciplinary meeting to review next days cases; service nurses meet with and update preference cards for new surgeons; and educating all staff members on new initiative. Outcome Improvement: Improve perioperative teamwork. Enhance communication between SPD and the OR. Decrease incorrectly assembled case carts by 80%. Diminish grossly contaminated instruments received by SPD. Reduce the number of missing instruments and/or sets in disorder by SPD. Perioperative Nursing Implications: Promoting customer service has a positive impact on the professional working environment. Customer service among staff members increases the quality of perioperative patient care.
Repository Posting Date:
27-Oct-2011
Date of Publication:
27-Oct-2011
Conference Date:
2011
Conference Name:
AORN 58th Annual Congress
Conference Host:
Association of periOperative Registered Nurses
Conference Location:
Philadelphia, Pennsylvania, USA
Description:
AORN 58th Annual Congress, 2011 held March 18, 2011 - March 24, 2011 in Philadelphia Convention Center
Note:
This is an abstract-only submission. If the author has submitted a full-text item based on this abstract, you may find it by browsing the Virginia Henderson Global Nursing e-Repository by author. If author contact information is available in this abstract, please feel free to contact him or her with your queries regarding this submission. Alternatively, please contact the conference host, journal, or publisher (according to the circumstance) for further details regarding this item. If a citation is listed in this record, the item has been published and is available via open-access avenues or a journal/database subscription. Contact your library for assistance in obtaining the as-published article.

Full metadata record

DC FieldValue Language
dc.type.categoryAbstracten_US
dc.typePresentationen_GB
dc.titleCustomer Service Focused Approach for the Perioperative Teamen_GB
dc.contributor.authorMoultrie, Denise A.en_US
dc.contributor.authorTaylor, Lanceen_US
dc.author.detailsMaj. Denise A. Moultrie, MSN, RN, CNS-BC, CNOR, Brooke Army Medical Center, San Antonio, Texas, USA, email: denise.moultrie@amedd.army.mil; Maj. Lance Taylor, BSN, RN, CNORen_US
dc.identifier.urihttp://hdl.handle.net/10755/161918-
dc.description.abstractPoster presented at AORN's 58th Annual Congress: Purpose: To identify factors impacting perioperative case management between the operating room (OR) and the sterile processing department (SPD) using a customer service survey and the FOCUS PDCA model. Description of Team: Perioperative team members in a Level I trauma center. Assessment: Frustration in having incorrect case carts assembled for orthopedic cases. Lack of team work and communication between SPD and OR service nurses. Instruments sets returned to SPD grossly contaminated/in disarray, delaying turnover. Underlying issues included influx of staff surgeons due to realignment of military facilities; improper selection/absence of preference cards; and updated preference cards not communicated/delay of update in surgical scheduler system. Intervention included OR morning rounds with SPD representative; interdisciplinary meeting to review next days cases; service nurses meet with and update preference cards for new surgeons; and educating all staff members on new initiative. Outcome Improvement: Improve perioperative teamwork. Enhance communication between SPD and the OR. Decrease incorrectly assembled case carts by 80%. Diminish grossly contaminated instruments received by SPD. Reduce the number of missing instruments and/or sets in disorder by SPD. Perioperative Nursing Implications: Promoting customer service has a positive impact on the professional working environment. Customer service among staff members increases the quality of perioperative patient care.en_GB
dc.date.available2011-10-27T08:42:47Z-
dc.date.issued2011-10-27en_GB
dc.date.accessioned2011-10-27T08:42:47Z-
dc.conference.date2011en_US
dc.conference.nameAORN 58th Annual Congressen_US
dc.conference.hostAssociation of periOperative Registered Nursesen_US
dc.conference.locationPhiladelphia, Pennsylvania, USAen_US
dc.descriptionAORN 58th Annual Congress, 2011 held March 18, 2011 - March 24, 2011 in Philadelphia Convention Centeren_US
dc.description.noteThis is an abstract-only submission. If the author has submitted a full-text item based on this abstract, you may find it by browsing the Virginia Henderson Global Nursing e-Repository by author. If author contact information is available in this abstract, please feel free to contact him or her with your queries regarding this submission. Alternatively, please contact the conference host, journal, or publisher (according to the circumstance) for further details regarding this item. If a citation is listed in this record, the item has been published and is available via open-access avenues or a journal/database subscription. Contact your library for assistance in obtaining the as-published article.-
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