Part of the ICLS guiding philosophy is understanding that no detail is small enough to be overlooked. This culture has helped to structure ICLS’ cosmetic surgery post-op care. According to Roxanne, our plastic surgery coordinator, all of our Plastics team including our pre-op, post-op and operating room divisions pride themselves on the processes that they’ve created to ensure that every single patient and their family feel safe, welcome and at home during their surgical visit.
While she might blush at the thought of me sharing this little tid bit of information, we sometimes even catch Roxanne walking through the Plastics area on a Friday when Dr. Khanna is not in the clinic because she tries to visualize the experience from a patients standpoint. When I asked her exactly what she was doing, she explained that she tries to take notice of even the most minute details. (I wouldn’t be shocked to find her snuggled up in one of the family waiting room recliners, to make sure they were plush with lots of lumbar support!!)
But this is just one important step in the process. The most important feature of excellent pre and post-op care is ensuring that patients are fully educated about the procedure and know exactly what to expect. Not only are patients given ample verbal information during the consultation and pre-op appointments, they are also given a package that they are able to refer back to at any time. They also have Dr. Khanna’s plastics team; including Roxanne, Cheryl, Brenda and Karen B. to assist them in any and all ways possible prior to and following their procedure. Also essential to the patient experience is having our female plastic surgeon Dr. Julie Khanna and at least one post-op nurse available by phone or e-mail at all times. And when we say at all times we truly mean it. Whether it is in the middle of the night or during a holiday, Dr. Khanna is always just a call, text or email away. It is also important to mention that with Dr. Khanna’s special hospital privileges at OTMH, there is always another plastic surgeon on call at all times. And in order to put that extra smile on all of our patients’ faces, they always wake up to a fresh flower to take home after their surgery. We truly believe that a great experience really is all in the details.