Caring

Ugh. ICARE. I loathe it. Here's the thing. I'm one of those people who will naturally walk down the hall and smile and say good morning. Most of the people at my hospital do. We're a smaller, community based hospital. Then we "merged" with a larger system (or became acquired is more like it) and things like ICARE and AIDET came around. Once you tell me that when I'm on my unpaid lunch break I HAVE to smile at people in the hallway, which I would normally do, but now that I HAVE to, the tiny contrary 5 year old inside me wants to stick out her tongue and tell you to kiss my hiney. Meh.

I don't know if your program is the way to go, but I do agree that a method of getting some nurses to practice better manners towards patients/family members is necessary. Simple things such as: Tell the patient/family member your name before you start to provide care to the patient; if a family member/POA who is authorized to receive the patient's Protected Health Information asks for PHI try to provide it with a little courtesy instead of coldness; don't talk about the family member outside the patient's door where they can hear the conversation; when a family member has spent multiple sleepless nights at the hospital to support a loved one who is in the ICU don't make a crass, thoughtless comment such as " ugh, you're sleeping in your clothes" to the family member in front of the patient when the family member is trusting you with the patient's care; make sure your name badge is turned so that your name is visible when you go into the patient's room; don't studiously avoid making eye contact with the patient or their family member at the triage area or when you're attempting to discharge the patient before they are stabilized; don't talk over the patient or their family member. Those are my suggestions to begin with.

I guess my point was mostly with that fact that I work in an area that's stressful and a lot of times we get no breaks and late lunches (we do procedures). If I want to walk to the cafeteria to get my lunch with my head down, decompressing or replying to my kids texts messages, I feel like I should be able to. If I have to be out of the unit for any reason and I need that time to destress, I shouldn't have to worry about some pencil pusher tattling on me. It's work not the KGB. Nursing is a tough job. Sometimes nurses or aides need to step away for a few moments to get your head back in the game.

We don't have a program like that but communication with patients is huge with us. It's important to me as well. It's aggravating to be told how to act towards customers but my minimum wage daughter had to learn customer service skills and so do our 90K+ staff.

Our hospital has recently started the ICARE program. This teaches us all how to interact with people aka scripting. We have to answer the phones and interact the proper way, sticking to the scripts while people secretly monitor us. We will get "dinged" if we don't spew the script. Also when we walk down the hall (even on lunch which is unpaid) you can't look down. You must have your head up at all times, smiling and making eye contact with "customers". There will be people around with clipboards to monitor that too. Has anyone else's hospital instituted this program that is to improve patient satisfaction? Is it as intrusive as it seems??

Oh dear me. What is this world coming to? People with clipboards? I'm old enough to talk back to anyone with a clipboard who is checking on how I speak. The PTB have gone mad.

Also when we walk down the hall (even on lunch which is unpaid) you can't look down. You must have your head up at all times, smiling and making eye contact with "customers".

This must be one of the most dumb and ridiculous things I've heard.. Seriously

As far as I'm concerned the only thing an employer can reasonably demand of you during your unpaid time is that you act like a normal adult and not break any laws. They can expect that you don't gallop down the hospital corridors wearing nothing but your birthday suit, your snazzy lime-colored stethoscope and a hospital issued name badge while hollering threats and profanities and taking large swigs from a bottle of hooch but they darn well shouldn't be able to dictate in which direction your eyes are looking. Don't get me started on the mandatory smile requirement... If they want you to be a walking customer service advertisement they can pay you for the service you provide. Unpaid break = your time.

...sticking to the scripts while people secretly monitor us.

There will be people around with clipboards to monitor that too.

I don't see how this type of monitoring, control and implied lack of trust in employees could ever be a morale booster or result in employees feeling valued and wanting to stay with their employer. The whole thing's an utterly stupid and counterproductive concept and will likely drive away any employee who has other more appealing options available to her or him. (and lets face it, almost any other job would be more palatable than one where you're monitored during your free time by some fool with a clipboard).

If I want to walk to the cafeteria to get my lunch with my head down, decompressing or replying to my kids texts messages, I feel like I should be able to.

Sometimes nurses or aides need to step away for a few moments to get your head back in the game.

I absolutely agree. The fact that your employer doesn't acknowledge this only shows how little they understand and care about you and the job you do. I'm sorry you have to deal with this idiocy, OP.

Hmm... sounds a little heavy handed to me. Work is difficult enough without the clipboard-brigade "enforcers" around.

If your workplace is not one to micromanage, and your department does not have a reputation as a "problem unit", then this will all blow over once the newness wears off and everyone goes back to whatever they used to do.

Can anyone visualize a SNL skit about the iCare program and the specifics? I could write it!