Coming soon to YOUR healthcare system (shudder)

VickyRN, MSN, DNP, RN · Jul 5, 2003

This is so insulting and infuriating. I think I'd just "script" myself outta there. Where's that vomit smile when you need it?

ktwlpn, LPN · Jul 5, 2003

Originally posted by Tephra
Welp, it's coming. There was an announcement on our computer system today "inviting" (it'll be required attendance) all nurses to town hall meetings on "excellence in care" or something similar. I asked my supe about this excellence thingy and told her that since usually that means I need to grab my ankles I was concerned (please forgive me, but I'm a night nurse and we just don't know any better than such talk, lol!).

We chatted about "magnet hospitals" and "satisfaction" etc, then she mentioned.... (hold on it's coming)... scripting!!!!!

Have to say, first heard of it on this forum and appreciate those that posted the early warnings. I felt better armed to discuss things with her and express concerns. Sounds like it's a done deal here though and arguing will be like trying to get upstream to spawn (what percentage of salmon actually survive that anyway **sigh**).

Oh I WILL be going to the soonest meeting, believe me.

(Have to get some zzzz's before work tonight... so I'm not seagull posting -- will check back for your thoughts early Sunday if not this eve. :) )

Institutions are STILL jumping on that bandwagon? I am all for "customer satisfaction" because-like it or not-that is exactly what our patients are.They will find another hospital or another physician...But bedside nurses need to concentrate on delivering bedside care-Housekeeping and dietary and admissions need to step up to the plate and become more visible to patients and streamline delivery of their services.We should NOT be responsible for their actions or have to waste one minute of OUIR TIME on petty complaints regarding the food or the toilet paper...The WE could increase "customer satisfaction" regarding nursing services....Scripting is a way of demeaning us-it say that we are TOO stOOpid to have a conversation with a patient and their family(just between us I have worked with a few nurses totally lacking in couth and manners)

SmilingBluEyes · Jul 5, 2003

Originally posted by ktwlpn
Institutions are STILL jumping on that bandwagon? I am all for "customer satisfaction" because-like it or not-that is exactly what our patients are.They will find another hospital or another physician...But bedside nurses need to concentrate on delivering bedside care-Housekeeping and dietary and admissions need to step up to the plate and become more visible to patients and streamline delivery of their services.We should NOT be responsible for their actions or have to waste one minute of OUIR TIME on petty complaints regarding the food or the toilet paper...The WE could increase "customer satisfaction" regarding nursing services....Scripting is a way of demeaning us-it say that we are TOO stOOpid to have a conversation with a patient and their family(just between us I have worked with a few nurses totally lacking in couth and manners)

excellent post. i say let the other dept's responsible for their areas TAKE that responsiblity and let nursing do IT's ASSIGNED tasks. Let them face the music (or in this case the patients), when THEIR dept's fail to satisfy their "customer"---I bet the tunes would change a bit.

ItsyBitsySpider, BSN, RN · Jul 5, 2003

Vicky ==>

VickyRN, MSN, DNP, RN · Jul 5, 2003

Thanks!!! My sentiments entirely.

rebel_red · Jul 5, 2003

Guessing that "scripting" means nursing becomes responsible for taking/handling complaints related to other departments? Since the term "scripting" is used does this mean that there is also a format/formula/actual script (?) a nurse is supposed to follow?

Please enlighten. ( I am really bad at searching out the old threads....)

Thank You.

Tres

gwenith, BSN, RN · Jul 5, 2003

please fill me in for as sure as there are little green apples if you have it over in the states sooner or later some bright spark will hold a conference over here invite all the top beaurocrats from Canberra to attend at $3000 each per day and sell it to them as the new millenium wonder cure for health care.

Tephra · Jul 5, 2003

Appreciate y'all's thoughts. And I agree, we sure spend a lot of time apologizing for other departments (or the imagined slights that patients/families feel have been inflicted), or doing their job ("Why didn't I get X on my tray?" "That lab tech bruised me!" "My trash is overflowing!" etc etc.).

But oddly, it's only RNs and LVS invited to these meetings per the message. I'm betting the other depts. likely will have their own meetings. We'll see.

Will follow up later this month after meetings.

Tephra · Jul 5, 2003

Oops, forgot the link to the old threads on scripting (I'm not sure what form ours will take yet)::

https://allnurses.com/forums/search.php?s=&action=showresults&searchid=540470&sortby=&sortorder=

live4today, RN · Jul 5, 2003

"Scripting" is done.....or strongly encouraged....where I work.

I had college English and Speech. Didn't know I needed a script to relate to people. That's acting to me, and actors and actresses get paid BIG $$$ to "script". :chuckle

rebel_red · Jul 5, 2003

Tephra,

Thank you for the links. They were very informative. Yes there will always be people that don't know how to address/interact with others, or simply chose to be inappropriate. Yet these folks aren't going to give a flying flip about the scripts. Those that already express the scripted sentiments in their own words are going to be angry (justifiably so.). This is just ludicrous.

Was there ever a time when the judgement of the nurse and her/his ability to communicate with the patient was valued? It seems that developing a rapport with the patient is one of the many psychosocial aspects of nursing. Any good nurse knows that once trust and respect are established, it facilitates the treatment/healing process. (This has been my observation in LTC).

Sigh. How can you trust a person with meds, IV lines, assessments, physical care, etc and not believe they have the proper words...and what is this nonsense about having nursing be accountable for other departments? Maybe all floor/direct care nurses should be issued buttons with the slogan "Don't shoot the messenger."

The more I read about what those of you experience in a hospital setting, the more I think I should really stay where I am when I finish school. (LTC) We have a great DON, excellent staffing, a supportive administrator etc. Just worried that I would be doing the residents a disservice by not garnering generalized experience on a med/surg floor... I digress.

Thank you again for the insights.

Tres

Coming soon to YOUR healthcare system (**shudder**)

Coming soon to YOUR healthcare system (shudder)