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Surgical Services improves packet for outpatients

18 Mar 2018

Patient focus group, physicians and Lean improve surgery information

By: Matthew Boles, MD, Surgical Services Medical Director

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I’d like to update you about a specific Lean project that brought physician and operational leaders together to improve patient experience. This fall, medical staff and surgical leadership embarked on a project to improve patient satisfaction by redesigning the pre-operative packet to better address patient questions about their upcoming procedure. 

This work included using patient focus groups to measure the knowledge gaps they experienced as they prepared for surgery. The workgroup then produced an improved patient information packet to better address questions and concerns. 

This truly was a joint effort. I’d like to thank Drs. Liz Kim, Brad Warner, Bob Ponec, Monica Zilkoski, Ben Miller, Drew Clarke and Alex Dumanovsky for their input, collaboration and participation in this ongoing project! The new packet is distributed to all the surgeons’ offices that perform procedures in the surgical services division. 

If you have questions, please contact Kelly Blanco, Manager of Prep/Recovery, at