10 Tips for Surgical Coordinators

AS EDUCATORS AND LIAISONS BETWEEN PATIENTS AND THEIR SURGEONS, SURGICAL COORDINATORS PLAY A KEY ROLE IN THE PRACTICE

By Virginia Pickles, Contributing Editor

As surgical coordinator for Michael P. Jones, MD, Christine Peterson is the go-to person for patients scheduled for cataract surgery. “I’m with them for the entire surgical experience,” she says. “I teach patients what cataracts are and what cataract surgery involves. I counsel them on the different surgery options. I explain what they can expect every step of the way, from their preparation for surgery and preoperative testing to the procedure itself, post-op, recovery and home care. I review all of the required paperwork. I explain what drops they will need and why. Then I give them my cell phone number, so they can call me directly for a one-on-one consultation if they have any additional questions.”

According to Dr. Jones, patient education is a priority at Quantum Vision Centers. “The education starts before patients even arrive at our office,” he says. “We send each patient a mailer that has all sorts of information about the different surgical options. When patients arrive at the office, they’re counseled on these options at multiple steps during their visit. And then, most importantly, our surgery counselor, who is very well versed on all of the options, becomes the patient’s liaison with me.”

We asked Ms. Peterson to share some tips for others in her position.

1 Observe surgeries and learn the differences.

A newly hired surgical coordinator or an experienced coordinator whose practice has just acquired a LenSx Laser should immediately observe a surgery, Ms. Peterson says. “You should watch a LenSx Laser procedure and then a standard procedure, so you know what the differences are and can explain them to patients,” she says.

2 Educate patients before their visit.

Send patients a mailer that includes information about the different surgical options. This will make for a smoother office visit.

3 Use key words to describe surgery with the LenSx Laser.

Ms. Peterson tells patients laser-assisted cataract surgery with the LenSx Laser is a bladeless procedure, with minimal pain and fast healing. She stresses that the entire laser procedure is computer-guided for accuracy.

“Patients really like the emphasis on accuracy,” Ms. Peterson says. “Whether patients are still working or retired, their vision is very important to them. People are living longer and want to enjoy what life has to offer. Whenever I explain the accuracy of the LenSx Laser, that’s what grabs their attention.”

4 Use visual aids.

“I use the LenSx Laser pamphlet, so patients can see what the laser looks like,” Ms. Peterson says. “I also use a pamphlet that Dr. Jones designed, which describes his surgical techniques. One side shows traditional manual cataract surgery, and the other side shows the laser-assisted cataract surgery. I use other tools, such as posters and desktop mats, to show patients the difference between how they’re seeing now with cataracts and the clarity they’ll have after their surgery. Visual aids are especially helpful for older patients.”

5 Be aware of different personality types and adjust to their needs.

Patients run the gamut from those who only want an overview of cataract surgery to those who are interested in every detail of the surgery and each piece of equipment involved. Ms. Peterson says it’s important to determine where your patient’s interest lies. “Some patients can become overwhelmed with too much detail and do better with just a simple synopsis,” she says. “For them, hearing the words ‘bladeless surgery’ may be enough. Others are more technology-based and want to see the laser, find out how it works, how it breaks up the cataract and even read study data.”

Ms. Peterson says she watches for signs that a patient is either engaged or losing interest. “Typically, if someone is leaning forward and really paying attention, he is grasping the information I’m presenting,” she says. “If a patient looks at me with a blank stare, I’ll explain again, perhaps using different words or showing a different diagram or picture. If a patient starts leaning back, looking down or folding his arms, that means he’s not getting it. Body language is an important sign.”

6 Take whatever time the patient needs.

“Typically, my initial consultation with a patient takes about 15 to 20 minutes,” Ms. Peterson says, “but some patients may need up to 45 minutes. If they need that amount of time so I can go over every detail with them, that’s what they get. I’m not on a timeline. I give patients the amount of time they need to fully understand the procedure.”

7 Remember to inform caregivers.

When family members or caregivers accompany patients, Ms. Peterson recommends including them in the conversation. “I make sure I’m educating not only the patient but also the family member or caregiver,” she says. “A caregiver may have questions the patient didn’t think to ask, particularly if the caregiver will be managing the patient’s home care, and may need to know about instilling drops, for example. Or a family member may want to hear first-hand why the patient has chosen a procedure that will incur some out-of-pocket expense.”

8 Don’t forget HIPAA.

When caregivers or family members accompany patients to the surgeon’s office, patients can verbally invite them into the conversation. If questions arise at home, however, the surgical coordinator is not permitted to discuss them with caregivers and family members unless they’re listed on the patient’s HIPAA form.

9 Take note of a patient’s lifestyle and interests.

Ms. Peterson recommends learning what’s important to patients, so you can present their options in a relevant context. “I use patients’ lifestyles to help them decide,” she says. “If they’re retired, I like to find out what hobbies and activities they enjoy. If they’re working, I ask them about their jobs and how they use their vision. If someone is an engineer, for example, I explain what the LenSx Laser and an advanced-technology IOL can do for them.”

10 Stay in sync with your surgeon.

Ms. Peterson recommends regularly touching base with your surgeon to ensure that the messages you’re delivering are the same. One way she does this is to listen in periodically when Dr. Jones is talking to a patient during a cataract evaluation. “About once a week, I’ll stand at the door and listen to what he’s telling the patient to see if what he’s saying has changed,” she says. “I need to ensure that I’m always on the same page as Dr. Jones, so that when the patient comes to me, he or she is hearing the same message.” ■

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