sterile processing
By Tony Thurmond , CRCST , CIS , CHL , FCS
Service-Oriented Sterile Processing Professionals : What It Means for Positive Outcomes
A serviceoriented person cares about others and strives to be available to meet their needs , efficiently , effectively and empathetically .
In the absence of quality-focused , dedicated and skilled sterile processing ( SP ) professionals , operating room ( OR ) staff and other patient care departments would not have the instrumentation and equipment required for patient care . Meeting those needs requires SP professionals to remain dedicated to their competencies and ongoing knowledge advancement in the name of service excellence — and also effective communication with their healthcare customers to ensure needs are met and challenges are proactively addressed .
What makes for successful customer support and interaction ? It is satisfying to complete a task for our customers , but it ’ s also essential to reflect on the encounter to assess opportunities for improvement . Unfortunately , with hectic and harried schedules , many may move on quickly from a conversation or other interaction , especially if the encounter was a positive one . But every exchange presents opportunities for growth and improvement . We just need to seek those opportunities .
Being service oriented is a helpful activity to supplies aid as needed and leads individuals to anticipate challenges and future needs and recognize how to best serve our co-workers and customers . A service-oriented person cares about others and strives to be available to meet their needs , efficiently , effectively and empathetically . Put simply , they are committed to enhancing the service they provide , even when that service is considered exemplary by healthcare customers . There ’ s always room for improvement , especially in the healthcare segment when patients ’ well-being lies in the balance .
To develop ourselves as stronger service-oriented SP professionals , it is helpful to consider our everyday interactions . We interact with Surgical staff daily , for example , and they often look to us for answers and solutions to challenges the arise . This approach is often rooted in need and demand , not necessarily one that promotes effective interdisciplinary exchange or improved service . SP teams require tools and support to help them provide exemplary service in the face of demanding and challenging situations . The tools — knowledge , empathy , adaptability , communication and trustworthiness — may seem simple to attain , but they take effort and practice . Let ’ s explore how each tool can positively impact SP service quality .
Knowledge : Continued efforts to build job knowledge helps guide SP professionals through situations that may at first seem impossible to overcome . New knowledge often comes from experience , both positive and negative . Learning new roles and responsibilities helps all professionals gain that knowledge and also more confidence in their day-to-day roles and customer encounters . For example , it is helpful for SP professionals to study unfamiliar procedures , brainstorm scenarios where their help might be most beneficial , networking with other professionals to share experiences and identify best practices , and then sharing that information with others , including teammates and customers . Knowledge is valuable but only when it is put to good use and shared .
Many of us focus on the OR and other procedural areas as our customers , but we should also consider our own departmental co-workers as customers and adopt ways to support them more effectively . Our departmental teammates benefit greatly from our help , guidance , knowledge , mentorship and solid communication skills .
Empathy : Empathy is the ability to understand another person ’ s view , feelings or experiences . While their perspectives will not always align with our own , we have the responsibility to attempt to understand one another ’ s stance and seek common ground . A person who leads with empathy better understands each customer ’ s role and environment and respond appropriately . For example , when an OR circulator calls the SPD and asks for an instrument by the incorrect name , it ’ s important to remember that circulators are often mere messengers who often do not scrub for procedures and may not know the exact item they are requesting . The circulator may sometimes call with an urgent request due to an incident arising during a critical point in the procedure . Understanding that the circulator ’ s ( or other OR professional ’ s ) current environment may be tense and that their tone and urgency is rooted in a high-pressure circumstance can go a long way toward servitude and improved understanding . Having empathy and compassion