Introduction of a Surgical Navigator in the Perioperative Process Improves Patient Satisfaction

BACKGROUND Patients who had received surgical services at Bellin Hospital reported anxiety with the surgical flow. This study tested the hypothesis that the introduction of a surgical navigator, someone who guided the patient and their accompanying others throughout the surgical process, would improve patient satisfaction. METHODS Ambulatory surgical patients were randomized to control and study groups. The study group patients were assigned a surgical navigator. Prior to discharge from the hospital, patients were asked to complete a patient satisfaction survey. RESULTS The study group had significantly higher mean scores (P value ≤ 0.026), top box scores (P value ≤ 0.021), and positive comments. CONCLUSION The addition of a surgical navigator to the perioperative process significantly enhanced patient satisfaction in ambulatory surgical patients.