Going “under the knife” is not ideal, and even benign medical procedures can be unpleasant. The experience, however, may be improved dramatically through a combination of small gestures that don’t have to cost much.

A modest gift basket, healthy snacks, comfortable slippers, popsicles for pediatric patients, a post-surgery phone call of well wishes — the sky is the limit.

At Fairway Medical Center in Covington, La., perks have helped create an “intimate, spa-like feeling,” one staff member said.

This 14,000-square-foot multi-specialty surgery center is owned by 33 physicians and includes procedures such as pain management, plastic surgery and podiatry. Every patient has their own television when awaiting a procedure, and if a patient or companion would like privacy and quietude, they can go to an auxiliary waiting room that does not have a television.

Fairway features a full-time concierge to assist patients or family members with a variety of needs. The concierge can even arrange for a dry cleaner to pick up the patient’s laundry.

Wireless Internet is available throughout the facility, and gourmet coffee is in each waiting area. And on top of it all, patients and their loved ones can rent DVDs on site.

These gestures make the facility feel more like a hotel and less like a hospital, says Laura Covington, director of public relations at Fairway.

“Providing these services takes some of the worry off of the patient,” Covington says. “It’s one more way we help them achieve optimal relaxation and an improved sense of well being during their stay, which aides in their recovery.” Covington says that hospitals are recognizing the need to add these types of amenities, but that the turnover is slow.

Perks are also offered at New Horizons Surgery Center, in Marion, Ohio. New Horizons opened in 2000 and features several surgery niches such as gynecology, podiatry and pain management. Patients are offered shuttle services and have private dressing rooms where they are given bathrobes and a warmed blanket that they can use from pre-op until discharge.

The bathrobes are greatly appreciated for comfort, but also for modesty, says Leslie Holbrook, RN, BSN, director of nursing, and materials manager. “Patients are more comfortable and relaxed when they do not have to worry about their backsides being exposed,” she says.

Indeed.

Customer service should be paramount, Holbrook says. Her colleagues call prescriptions into the pharmacy so that patients or their helpers can pick them up on the way home.

“Nice,” Holbrook says. “No waiting at the pharmacy — just a trip through the drive-thru. These are just a few of the things we do for our patients and their families.”

Little extras reduce stress, she adds.

“I would hope that every surgery center is making an effort to help patients and their families feel valued and comforted,” she adds. “It doesn’t take much to ease fears and help someone during a very stressful time. An unhurried approach, a kind word, even something as simple as a smile, can make all the difference.”

And a popsicle or a bottle of water for the road never hurt either. 

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