A multidisciplinary Mayo Clinic team is improving the surgical experience by viewing the journey through the eyes of patients and families. Patient feedback led to personalized pre-surgery videos, streamlined registration, enhanced waiting room support and improved family communication to reduce uncertainty, build confidence and improve the surgical experience.
In this episode of Key In to Quality, a multidisciplinary Mayo Clinic team discusses how improving the patient experience can strengthen the quality of surgical care. The conversation explores how viewing the surgical journey through the eyes of patients and families is helping identify opportunities to improve communication, preparation, predictability and support before, during and after surgery.
Drawing on patient interviews, observations, survey data and staff insights, the team identified consistent themes that led to practical improvements across the surgical experience. These include personalized pre-surgery videos, streamlined pre-registration, enhanced waiting room support and new approaches to keeping patients and families informed throughout their care.
The episode also highlights the importance of collaboration among physicians, nurses and operational teams to improve every touchpoint of the patient journey. Timely, transparent communication helps reduce uncertainty, build trust and improve the overall patient experience.
Listeners will learn how Mayo Clinic is using patient feedback, operational data and continuous quality improvement principles to enhance surgical care and ensure improvements remain effective as patient needs and services continue to evolve.
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