Does your facility make you use scripts with patients/visitors? - page 2

Just wondering if you work for a place that tells you what to say to patients and/or visitors? They treid it where I work and we said no way, won't do it. At the other faciliteis in our health... Read More

  1. by   NSDRN
    I too must be naive because I have never heard of a script that dictates what you must say to a patient. How ridiculous not to mention insulting. We did attend an inservice on patient care and even had to take a test on how we would respond to comments by patients, docs, visitors, etc., but no scripts yet. Rusty, good for you guys to stamp that out. We are professionals and are perfectly capable of conducting ourselves as so without scripts.
  2. by   Genista
    Recently I was given a "pocket guide" guideline for scripts to use with patients. Some of the commments are basic common sense conversations that you already use anyway, but I felt it was insulting to be told what to say to the public. At least for now, they are simply "guidelines."

    My coworkers and I all had a good laugh over this one, which is recommened at discharge:

    "Mr or Mrs____, I hope we have met your needs during your stay. You will get a satisfaction survey in the mail in the next few days, and we would appreciate your comments. I hope you will give us an excellent rating."

    LOL!!!!! Give me a break! I can guarantee you that I will NEVER use that one! Ha ha ha! :roll
  3. by   Momto2monsters
    They must want you to be something like
    Stepford Nurses!
    " Is there anything else I can do for you? I have the time. Is there anything else I can do for you? I have the time. Is there anything else I can do for you? I have the......"
    Melissa in Alabama
  4. by   catlady
    Originally posted by kona2
    Recently I was given a "pocket guide" guideline for scripts to use with patients.

    "Mr or Mrs____, I hope we have met your needs during your stay. You will get a satisfaction survey in the mail in the next few days, and we would appreciate your comments. I hope you will give us an excellent rating."

    I think you oughtta pull out that pocket guide so the patient can see you reading it, and read it verbatim, i.e., say "Mr or Mrs Blank" instead of their real name. Use the most boring monotone you can, too. That ought to get a reaction that administration doesn't quite expect!
  5. by   Lausana
    Originally posted by catlady


    I think you oughtta pull out that pocket guide so the patient can see you reading it, and read it verbatim, i.e., say "Mr or Mrs Blank" instead of their real name. Use the most boring monotone you can, too. That ought to get a reaction that administration doesn't quite expect!

    LMAO!!!!:roll :roll
  6. by   jmcclellanprofrn
    What is this world coming too? Good for you Rustyhammer, use the ACLU to your advantage as much as possible. The patients deserve respect, no matter what language they speak, how they pay, etc. We have scripted telephone protocol, which is seldomly used. I refuse to use it. They get my dept., my first name, and "how can I help you?' That's from any joe to my administrator. They're all human and are all treated the same. Nurses are the only barrier between Corporate America and our patients. We must protect them, at any cost. It's time to stand together, make our needs known; we have the upper hand at this time, let's use it!
  7. by   SharonH, RN
    Originally posted by catlady


    I think you oughtta pull out that pocket guide so the patient can see you reading it, and read it verbatim, i.e., say "Mr or Mrs Blank" instead of their real name. Use the most boring monotone you can, too. That ought to get a reaction that administration doesn't quite expect!

    ROFLMAO!!!!!!!!:roll
  8. by   fergus51
    Ridiculous!!!! I expect nurses to be courteous and polite with patients, but I certainly would not read from a prepared script!
  9. by   Sleepyeyes
    Picture it....
    I've had a broken hip. I've got a PCA MSO4. EVERY SINGLE NURSE who comes into the room, says.....[script]
    Daughter complains to UM: "I don't know what's wrong with mother; she's hallucinating that the nurses are trying to make her one of them...."
    :roll :roll :roll :roll
    Last edit by Sleepyeyes on Jun 7, '02
  10. by   l.rae
    NO! Not yet anyway, but our customer service has been based on that same Babptist Hosp. study so I'm betting it's not far off in the near future...I will refuse for religious reasons, I don't believe in lying...if they give me flack...l'll get the ACLU on their a$$....LR
  11. by   coleen
    I once worked at a successful chiropractic and physical therapy center - as a new nurse and office manager I had to deal with patients alot. we had to go to a seminar and learn and memorize scripts. there was one for every incidence that could come up. i felt like a phony robot. when i missed a word or got tripped up it even made the clinic look sillier. many staff went to lunch and never came back because of being screamed at by the Dr. for forgetting their "line" one of the things I was never supposed to do was say the word dollars - i was supposed to say the charge for todays chiropractic neurological orthopedic complete examination was "only" (had to say only) 900. HOw absurd - so one day they put a tape recorder under the desk and I got nailed telling a patient "and the cost for today's visit is HOLD ONTO YOUR HAT - $900.00. We also had a script for when pts. called and cancelled appt - and one of the things was to say can't you borrow money from a neighbor for taxi fare or if you have diarrhea that is why you need your adjustment. The last straw came when they wanted me to follow scripts for payment plans which included the statement "you could take a 2nd mortgage on your home to pay for your visits!"
  12. by   st4304
    colleen, that is just so ridiculous. THAT is when you get your scripts out and read them verbatim to the patient so they know it is their doctor not only wanting their $900 but doesn't care if they go into debt to pay for it.

    Once a coworker had been taking care of this guy for a couple of days, and he was very sweet and very funny! All of us had been teased by him and just enjoyed taking care of him.

    My coworker was leaving his room, asked him he if needed anything else, he said 'no', and she said "Okay, Kiddo." The VP of Nursing was standing at the nurses station. She took my coworker into an empty room and reamed her a new one for calling a patient "Kiddo". My coworker, never one to back down from an argument, defended herself and her actions. The VP continued to berate her. At the end of the shift, my friend turned in her notice. We lost a great nurse with 20 years ICU exp.:stone

    Now I and a few of my rebel co-workers call our patients "Kiddo" as much as we can.

    Patients do not want robots taking care of them, they want real people.

    Keep up the fight,

    Sherri
  13. by   l.rae
    .{quote}: How absurd - so one day they put a tape recorder under the desk and I got nailed telling a patient "and the cost for today's visit is HOLD ONTO YOUR HAT - $900.00. We also had a script for when pts. called and cancelled appt .......


    LOL I can't decide if this is funnier than it is pathetic or the other way around....geesh.......LR:roll
    Last edit by l.rae on Jun 8, '02

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