AORN: Periop patient ambassadors transform communication, outcomes in surgical care

Editor's Note

Hospitals adopting perioperative patient ambassadors are seeing major gains in surgical communication, patient trust, and satisfaction, AORN August 18 reports. An EIN Presswire release on September 30 also highlights AORN’s call for hospitals to formalize the patient ambassador role as part of the surgical team.

AORN notes that designating a perioperative nurse as a dedicated patient contact can improve outcomes, enhance coordination among care teams, and reduce communication errors, one of the leading causes of surgical harm. Ambassadors help guide patients and families through the perioperative journey, humanizing the experience while also boosting nurse engagement and job satisfaction.

A case study illustrates how the model works in practice, per the article. At Texas Children’s Hospital Pavilion for Women in Houston, declining adult patient satisfaction scores prompted leaders to pilot the ambassador role. A year later, scores jumped from 55% to as high as 100%. Patients report feeling more informed and supported, while staff note stronger continuity of care and more effective interdisciplinary collaboration.

The hospital’s patient ambassador, Deontranese McNeal, meets patients during pre-anesthesia testing and remains a consistent presence through surgery and recovery. She tracks progress in the electronic health record, provides updates to loved ones, relays questions to providers, and supports follow-up care. This approach not only improves communication but also helps resolve issues proactively, builds patient trust, and strengthens team dynamics.

AORN stresses the patient ambassador role addresses a persistent gap in perioperative care: ensuring that patients’ voices are heard throughout the surgical process. By creating a reliable bridge between patients, families, and surgical teams, ambassadors enhance safety, experience, and outcomes. For organizations focused on improving quality metrics and patient-centered care, the model offers a scalable strategy with demonstrated impact.