Apparently our powers that be have decided on a new and improved way to increase ED patient satisfaction. Meeting after meeting, meetings about the meetings and they give us "Scripting".
HA! But wait, it gets better. We also have new surveys in which we are expected to "script" and hand out to patients as they enter triage (and return to the lobby for up to a 5 hour wait) or upon entering the exam room.
Maybe it's a lack of sleep, but this is quite possibly the stupidest idea I have ever heard of. This whole survey promotion is not about increasing patient (or staff) satisfaction, but rather increasing patient satisfaction SCORES on a meaningless piece of paper. And in my sometimes irrational opinion, I have to think that someone at the height of rage for being made to wait an extended period of time to be seen and treated, is going to be less kind with that survey in their hands than someone who has had a chance to step away from the situation and see that perhaps there were extenuating circumstances delaying their care?
I want to scream!!!
We've asked for different triage protocols to keep wait times down
We've asked for an increase in staff during peak hours
We've asked for help getting patient's admitted to keep down our over flow status
We've asked for longer orientation times for our new nurses
And what do we get???
Scripting and Homecoming decorations through-out the department!
I'm telling you, some days the job as the Walmart greeter looks pretty swell
Sep 20, '07
They may be able to tell you what to say; but, remember they cannot control HOW you say it. Tone of voice, lack of inflection (robotic sounding) & body language, if properly used, can eliminate the scripting very quickly.
And, it can all be done with a smile on your face (they can't control that your smile might look like a sneer or make look like a horse
) I no longer have to follow the script because it nauseated those that had to see me follow it. Behind closed doors I told the patients what I was doing and most had a good laugh. The most fun you can have with it is on those patients (excuse me, customers) that are A&O X2 or less...
Last edit by loricatus on Sep 20, '07
: Reason: added illustration w/a smiley