GI Unit Leadership: Shaping a High-Performing Endoscopy Unit (Virtual) | February 2026-Crisis Averted: The Art of Real-Time Service Recovery

Video Transcription

Video Summary

Kelly Straub, patient care manager at Johns Hopkins Bayview Medical Center, presents on real-time service recovery in endoscopy nursing, focusing on managing challenges like cancellations, no-shows, and poor bowel prep. She emphasizes the importance of maintaining patient trust, safety, and efficient scheduling in tightly booked procedural blocks. Key strategies include empathetic communication, assumption of patient confusion rather than irresponsibility, quick rescheduling, re-education on prep importance, and collaboration among nursing, scheduling, physicians, and leadership. Tracking no-shows and cancellations in real-time enables targeted interventions. Addressing issues like eating before procedures and incomplete bowel prep involves safety-first approaches, clear instructions, and tailored education using techniques like teach-back. Documentation and continuous metrics review guide improvements. Emphasizing empathy, safety messaging, and team communication, Straub advocates viewing crises as retention opportunities to enhance patient compliance, satisfaction, and procedural outcomes, ultimately improving efficiency and reducing repeat cancellations in endoscopy units.

Asset Subtitle

Kelly Straub, BSN RN

Keywords

real-time service recovery

endoscopy nursing

patient trust and safety

scheduling management

empathetic communication