Ambulatory Care Center

1. How do I answer the phone?

It is important to be consistent with answering the phone. You would say "Surgical
Services Waiting Room, this is (name), how can I help you?".

2. What do I do when a patient is checking in for an ENDO procedure?

A volunteer escort will bring the patient to the same day surgery desk and give you
a card with the patients name and OR location. You would greet the patient, find them
on the patient schedule list, and then ask them for their date of birth to confirm it is
them. You would then highlight their name and ask them to take a seat in the waiting
room and fill out the proper paperwork. The escort will go move their paperwork in the
pre-op area.

3. What do I do if a patient is checking in for a different procedure than ENDO?

You would follow the same exact procedure as you did for the ENDO by asking their
date of birth and highlighting their name, but now you would call the nurses station in
pre-op to let them know a patient is checked in. You would call and say "Hi, this is
(name) from the same day surgery waiting room, (patient name) has just checked in
with us."

4. Can I show anyone the patient schedule list?

No! This list has all the patients private information on it and would be breaking
confidentiality by showing it to other people or patients. The only people that can see
this list is the volunteers at the desk, the nurses, the doctors, or other hospital personal.

5. Are family or friends always allowed to go back to the pre-op area with the
patient?
Family or friends are able to go back with the patient for all procedures EXCEPT
procedures labeled "ENDO" or "MP".