Originally posted by NCRN:
Our CEO has announced that staff will greet patients and visitors with scripts based on those used at Florida Baptist Hospital. The outcome is aimed at increasing patient satisfaction.
Goes like this: Knock on door, enter room, smile, "Hello Mr._, I am __RN, I will be your caregiver until _pm. I want to make sure your care is very good. If at any time we are not meeting your expectations, please call___." " I have time, is there anything I can do for you?"
These are to be recited exactly, we were not given input or a choice. I always want to add "would you like fries with that order"
Have any of you had experience with similar scripts in your hospital? Is patient satisfation improved? How was the reaction by nursing staff?
I take issue with the scripts. I always identify myself to a patient when I walk into his/her room, inform the patient of my shift hours, then write my name, my PCAs, name, and the date on the patient's board. I do not need a script to do this. Perhaps you could tape record a blanket message each day, and play the pre-recorded message when you enter each room -- then you could be assured that you are reciting everything exactly as administration wishes. If you keep a record of the tape, then you will never be fired for saying anything out of order.
Seriously, I agree with every above post -- this is so demeaning to nurses. Do administrators have scripts? Regarding patient satisfaction, there is a notecard placed on each bedside stand stating my managers name & number in case the patient wished to contact her (this was done for patient satisfaction). I don't think she has gotten many calls, though.
Nursing is very personal, and what we say to each patient may vary depending on the circumstances. What is the worst thing that would happen if you did not use the script? I'd band together with your fellow nurses and fight this. Would your local newspaper be interested in this?