sterile processing
By Tony Thurmond , CRCST , CIS , CHL , FCS
Prioritizing SPD Service Excellence Spurs Safety , Positive Outcomes
In the absence of knowledgeable , skilled and safety-focused sterile processing ( SP ) professionals , surgical services staff and those in other patient-care areas the sterile processing department ( SPD ) serves would not have the required instrumentation and equipment to perform surgical and medical procedures . What some SP professionals may not realize , however , is that the quality of the work they provide every day not only hinges on job competencies and standards knowledge but also the way they interact with their departmental and interdisciplinary teammates .
All healthcare workers , including those in the SPD , must consider what makes their encounters with others in the organization successful and productive . It is rewarding to provide services for a customer ( and ultimately , the patient ), but we can also benefit by reflecting on customer service and our ongoing exchanges with those we serve and with whom we work . It ’ s not uncommon to complete a task or service request and then move to the next one with little thought , especially during more demanding , hectic shifts ( or when service is delivered without disagreement , discontentment or other challenges ). However , becoming more aware of our customer and co-worker interactions and more intentional with how we respond during those interactions will strengthen relationships and prompt even greater communication and service delivery .
Service-oriented individuals anticipate and strive to appropriately meet the needs of co-workers , customers and others within the organization . They demonstrate integrity and compassion for those they serve and recognize that each interaction and instrument processed should be done in a manner that contributes to the safest , more effective and efficient patient care possible . SP teams committed to meeting the needs of all departments they serve within their organizations must exhibit some crucial traits to help them provide consistent , high-quality service , even when faced with seemingly insurmountable pressures and challenges . When practiced and honed , these traits and characteristics will contribute to improved service and positive patient outcomes .
Empathy : Empathy is the ability to understand another person ’ s view , feelings or experiences . While another individual ’ s perspective may not always align with our own , we should work to understand another ’ s perspective . Those who work ( and lead ) with empathy gain more understanding of customers ’ needs , allowing them to respond to service requests more effectively and expeditiously . If an OR circulator requests an item by an incorrect name , for example , SP technicians should recognize that circulators do not routinely scrub for procedures and may not know the correct name of the device needed — and the item could be urgently needed . Understanding that the circulator ’ s current environment may be tense and uncomfortable and that their tone or mannerisms may reflect that situation will help those in the SPD to respond to the request calmly , helpfully and efficiently .
Adaptability : SP professionals ’ ability and willingness to shift , remain flexible and learn new ways of meeting customer needs is crucial . Each SP customer differs in their needs and the urgency of their requests , and service-oriented SP professionals are prepared to adjust their approaches and communication with each encounter . SP professionals ( technicians and leaders ) must be able to readily adapt to handle new expectations , demands and challenges .
Communicating effectively : Communicating clearly and precisely with customer and co-workers is vital for effective , productive interactions and outcomes . Service requests should be viewed as opportunities , not interruptions , and SP professionals must convey information clearly and promptly . Those in the OR and other service areas where urgent care is provided may not always understand why instruments or equipment can ’ t be provided immediately or as expeditiously as they may like ( following the procedure or at another less-hectic time , SP professionals can benefit by sharing with customers the latest standards and instructions for use and why they each step in the process must never be skipped or rushed ). It is vital that SP professionals clearly explain all available options , while also sharing as accurately as possible how long it will take to fully process and deliver an instrument or set for patient care . Following up to confirm that the SPD effectively met the customer department ’ s needs ( and working collaboratively to improve service if errors occurred ) also strengthens interdisciplinary communication ).
Trustworthiness : Being a collaborative , safety-focused , transparent problem-solver who aligns with the latest standards , guidelines and best practices should be every SP professional ’ s primary goal . Mistakes happen and challenges and conflicts arise , but all healthcare professionals must be honest and forthcoming when errors and obstacles occur so proper resolutions can be collaboratively sought . No person knows every answer , but those who seek to find effective and timely solutions will be viewed as reliable resources and trusted teammates .
Knowledgeable ( without limits ): Engaging in continuing education and less-structured knowledge-building opportunities advances professional growth , boosts personal confidence and helps SP professionals stay sharp and navigate new challenges . New knowledge is cultivated by positive and difficult experiences and outcomes , allowing staff members to learn from mistakes and difficult scenarios . SP professionals can also benefit themselves , their co-workers and customers by deepening their understanding of others ’ roles , needs and responsibilities .
Familiarizing oneself with less-common or more challenging medical and surgical procedures , for example , can help SP technicians broaden their instrumentation knowledge and respond more effectively to unique or urgent requests .
SP professionals ’ commitment to delivering the best possible service and communication with customers and co-workers strengthens teams , enhances collaboration and builds better relationships . With practice and intention , each of these traits can be sharpened , service delivery will be improved , and better patient outcomes will result .
Tony Thurmond , CRCST , CIS , CHL , FCS , serves as central service manager for Dayton Children ’ s Hospital . He is a past-president of the Healthcare Sterile Processing Association ( HSPA ) and a current HSPA board member .