Evaluating the Impact of Structured Preoperative Communication on Patient and Family Satisfaction in Ambulatory Surgery Centers

Abstract

Ambulatory surgery centers (ASCs) deliver an increasing proportion of surgical care in fast-paced outpatient environments, where communication gaps may heighten patient and family anxiety and negatively impact satisfaction (What is an ASC? 2026). While structured perioperative communication has demonstrated benefits in inpatient settings, its implementation in ASCs remains limited. The purpose of this quality improvement project was to evaluate whether a structured preoperative communication process would improve patient and family satisfaction in an ambulatory surgery center. The project was guided by the Plan–Do–Study–Act (PDSA) model and implemented over a 12-week period in a hospital-affiliated ASC in eastern North Carolina. The intervention consisted of a standardized preoperative rounding protocol every 30 minutes, using a checklist to ensure consistent updates and opportunities for patient and family questions. Process measures included completion of the rounding checklist, and outcome measures included brief patient and family satisfaction surveys. Checklist completion rates varied throughout the implementation period. Although survey response rates were lower than anticipated, qualitative feedback demonstrated improved perceptions of staff attentiveness, stronger communication, and greater reassurance during the preoperative period. Structured preoperative communication shows promise as an evidence-based nursing intervention to enhance the patient and family experience in ASCs. Even partial implementation improved perceptions of support, stressing the importance of intentional communication strategies in outpatient surgical settings.