If you’ve ever worked in Sterile Processing, you know that the word “service” can sometimes feel like an afterthought, or even a burden. Our teams are measured on tray accuracy, turnover speed, and compliance standards, but rarely on how we help our internal customers. Service is at the heart of everything we do, and there are ways we can track and show our customer service.
When an OR nurse opens a tray, they expect it to be complete, functional, and ready. When a surgeon has an instrument in their hand and trusts that it is in perfect condition, it’s not just about following the policy or Instructions for Use; it’s about creating confidence. That confidence doesn’t come from instruments alone; it comes from assurance built on consistent service.
As Sterile Processing leaders, we carry a tremendous responsibility. We’re not only ensuring compliance and patient safety, but we’re also shaping how other departments view the value of our department. Every late tray, every miscommunication, and every workflow breakdown has a ripple effect that stretches far beyond our walls. And when service falters, so does collaboration.
In my upcoming presentation at Ascendx, I’ll be addressing this often-overlooked element of our profession: the customer service mindset in SPD. This isn’t about clichés or slogans. It’s about practical, real-world strategies that help SPD teams step into their role as true partners to the OR, endoscopy, and beyond.
Why it matters:
- Service impacts perception. Even the most technically competent SPD can lose credibility if communication is reactive or adversarial. Our “customers” the OR, surgeons, nurses, judge us as much by how we respond as by what we deliver.
- Service drives efficiency. Friction between SPD and the OR wastes time and adds unnecessary stress. When teams understand one another’s needs, collaboration improves, and efficiency follows.
- Service shapes culture. Leaders like you set the tone. A culture of service within SPD encourages staff to take ownership, reduces conflict, and reinforces why the work matters.
Now, I’m not here to suggest that SPD should bend over backward or sacrifice standards to “make others happy.” Far from it. Service is not about being passive, it’s about being proactive. It’s about teaching our teams that every tray, every conversation, and every handoff is an opportunity to either build trust or erode it.
If you’re a Sterile Processing Supervisor or Manager, I want you to walk away with a renewed sense of how critical your leadership is in shaping service excellence. This is not fluff, it’s the difference between being seen as a transactional department and being recognized as an indispensable partner in surgical success.
I can’t wait to share this conversation with you at Ascendx. Because when we cultivate service in SPD, we don’t just improve trays, we improve trust, teamwork, and ultimately, patient outcomes.
