This document provides guidance for conducting research at a surgeon's offices to understand the patient journey. It outlines activities to be observed such as patient appointments, order writing, and scheduling. It also provides templates for guided tours, staff interviews, surgeon interviews, and a patient interview. The goal is to understand each step of the surgical process from multiple perspectives in order to identify opportunities for improvement and safety.

1. Location
Date
Researcher
Surgeon’s
Offices
Must haves for this location:
Informed consent for all participants
Guided tour
Observation of patient appointment
Observation of Surgeon writing orders
Observation orders being scheduled
Observation of any patient follow up
SME Interview with Surgeons
General Interview with scheduler
Interview any staff with patient contact for OR
Patient interview
Gather all applicable artifacts/paper forms
Take screen shots of all applicable interfaces

2. 1 Guided Tour specialty title number initials
For each physical space in the surgical journey we will ask a clinician to give us a guided tour to explain the space
layout, tools, and general flow of people. This will give us a background understanding of each space and allow us
to focus appropriately for each general observation.

3. Surgeon’s Offices
2 Observations specialty title number initials
Observe surgeon’s office including surgeons interaction with patient and process for determining surgical schedule.
This will include observing the Surgeon, his or her Scheduling Administrator, and possibly a patient.
Activity Observed
People & Interactions Tools & Feedback
Process
Challenges, Risks, Ah-has

4. 3 Staff Interviews specialty title number initials
These interviews involve participants who only touch one part of the surgical journey.
Title
How long have you been at this office? What has changed over the years?
Could you explain the process of scheduling a surgery that will take place at Kent
Hospital?

5. Surgeon’s Offices
specialty title number initials
+ -
What do you like about this process? What do you dislike about this process?
Could you tell me about any safety initiatives you currently use?
What changes do you hope to see as a result of the surgical journey project?
What do you think will be the biggest barriers to change?

6. Surgeon’s Offices
4 Surgeon Interviews specialty title number initials
These interviews involve participants who touch multiple parts of the surgical journey.
Title
What brought you to Kent?
Could you explain the process of scheduling a surgery that will take place at Kent
Hospital? (How many times is information handed off?)
+ -
What do you like about this process? What do you dislike about this process?

7. Surgeon’s Offices
How do you determine if a patient needs PAT? What other activities are you doing to
prepare for surgery after the initial visit?
+ -
What do you like about this process? What do you dislike about this process?
Could you tell us about the process of establishing and maintaining pref. cards?
How often are you missing important items?
+ -
What do you like about this process? What do you dislike about this process?

8. Surgeon’s Offices
Could explain a typical “Day in your life” on a day that you will be in the OR? Start from
the time you leave your house until you return home

9. Surgeon’s Offices
Pre-Op follow up questions
+ -
What do you like about this process? What do you dislike about this process?
OR follow up questions
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What do you like about this process? What do you dislike about this process?
PACU & Discharge follow up questions
+ -
What do you like about this process? What do you dislike about this process?

10. Surgeon’s Offices
How do you document your process?
Cerner
CPOE
Med Req
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What do you like about this process? What do you dislike about this process?

11. Surgeon’s Offices
What part of the process creates the biggest challenge for patient safety?
What is the process for reporting a safety problem?
What is your vision for the future of surgical services?
What do you think will be the biggest barriers to change?
How do you think the addition of the ambulatory facility will affect you? And the hospital
as a whole?

12. Surgeon’s Offices
6 Patient Interview specialty title number initials
These interviews involve patients at each point in their journey
Procedure
Why did you decide to have your procedure with this surgeon/at Kent?
Could you explain what you expect to happen over the course of the next few weeks?
Are there any questions that you still have about your procedure?
How would your rate your current satisfaction with your surgical journey so far?
+ -
What has been the highlight so far? What would you change?

13. Notes specialty title number initials