Compassionate Connected Care (C3)

[calivianya, BSN, RN]

My employer has experienced falling Press Ganey scores and has decided putting nurses through Press Ganey's C3 program is just the way to fix it!

So, today I learned:

There is an easy way to cut off a patient's conversation - Connect, Summarize, Close.

It looks like this:

1. Connect - Make a connection with the patient

2. Summarize - Confirm listening

3. Close - End the conversation

If Ms. Smith in bed 4 is rambling about her flower garden, here's what you can do about it:

1. Connect - "Oh, I love flowers!"

2. Summarize - "It's great that you're able to grow roses and lilies! That sounds like a beautiful combination!"

3. Close - "You're going to have to tell me more about your garden when I come back next hour."

See, it only takes about a minute and a half to learn about the patient, parrot back what they told you, and tell them how interested you are in talking about it again when you come back for hourly rounding!

I also learned that whenever someone is upset, you can come up with an Empathy Statement with a simple formula:

1. Lead in - I hear/I see/It sounds like/It seems like...

2. Acknowledgement of the other person - You/Your family

3. Description of feelings - Anxious/frustrated/nervous....

4. Situation - This part is optional.

So, if Mr. Doe in room 3 is angry because it took a while for someone to come after he pressed the call bell, you can always say: "Mr. Doe, it seems like you are upset that it took a while for your nurse to arrive after you pressed the call bell." This will make you look empathetic and responsive to his problem. Don't forget to use silence therapeutically after you make this statement so he has time to express his feelings.

So, what customer service things have you all had forced down your throats recently? Inquiring minds want to know.

[nynursey_]

If this works, it just proves how stupid people *really* are.

If it doesn't, it also proves just how stupid people *really* are.

"How may I meet your expectations today?" "I HAVE the time." And, of course, the dreaded "talking up" of the oncoming nurse, even if you know that nurse isn't fit to practice, or you don't know that nurse from Adam.

God, hospitals are becoming nauseating.

[Farawyn]

You have to "talk up" the oncoming nurse?

[Been there,done that, ASN, RN]

Corporate ran nursing.. at it's finest!

Perhaps acting classes will become mandatory education.

[Been there,done that, ASN, RN]

You have to "talk up" the oncoming nurse?

But of course! This is one of the main reasons bedside report has been implemented.

"Mr. Smith, meet Sally Sue. She will be taking care of you now, and she is the bomb. You can rest assured that she has been thoroughly informed on your disease process / care plan and is ready to take over".

Day nurse can now exit.. stage right.

[nynursey_]

You have to "talk up" the oncoming nurse?

It's part of the bedside shift report scripting. We also have to assure them we want them to have the "best hospital experience possible."

It's all so beyond disgusting.

[Jensmom7, BSN, RN]

Lol and this is the main reason I plan on staying as healthy as possible for as long as possible and stay far, far away from hospitals.

Not because I don't think today's nurses are competent. I just don't think I could keep a straight face hearing some of the scripted responses.

I would also be tempted to let some of the Entitled Ones have it big time. As hospital employees, you unfortunately have to be nice to the yahoos. As a patient, I don't. [emoji48]

[Farawyn]

But of course! This is one of the main reasons bedside report has been implemented.

"Mr. Smith, meet Sally Sue. She will be taking care of you now, and she is the bomb. You can rest assured that she has been thoroughly informed on your disease process / care plan and is ready to take over".

Day nurse can now exit.. stage right.

Ewwwwwwwwwwwwwwwwwwwwwwwwwww!!!

[Been there,done that, ASN, RN]

Ewwwwwwwwwwwwwwwwwwwwwwwwwww!!!

You need a few more w's.

Ewwwwwwwwwwwwwwwwwwwwwwwwwwwwwwww. Scripting is indeed a major ew.

Nurses are professionals that should not be forced to play the corporate puppet.

[nynursey_]

You need a few more w's.

Ewwwwwwwwwwwwwwwwwwwwwwwwwwwwwwww. Scripting is indeed a major ew.

Nurses are professionals that should not be forced to play the corporate puppet.

I also simply resent the fact that I'm forced to endorse the oncoming nurse, as if to give my stamp of approval. If you want honesty, I trust some of my coworkers so little, I don't even ask them to keep an eye on my patients so I can grab a bite to eat.

[OCNRN63, RN]

But of course! This is one of the main reasons bedside report has been implemented.

"Mr. Smith, meet Sally Sue. She will be taking care of you now, and she is the bomb. You can rest assured that she has been thoroughly informed on your disease process / care plan and is ready to take over".

Day nurse can now exit.. stage right.

Some hospitals also include saying how many years of nursing experience you and your colleagues have. "Hi, I'm Nancy Nurse and I'll be taking care of you today. I have been a registered nurse for thirty years and am an oncology certified nurse. And this is my equally capable co-worker Clara, who has been a registered nurse for twenty years and is also oncology certified."

Then the roommate's nurse comes in and says to her patient, "Hi, I'm Nelda Newbie, and I've been a registered nurse for four months..."

[Been there,done that, ASN, RN]

Some hospitals also include saying how many years of nursing experience you and your colleagues have. "Hi, I'm Nancy Nurse and I'll be taking care of you today. I have been a registered nurse for thirty years and am an oncology certified nurse. And this is my equally capable co-worker Clara, who has been a registered nurse for twenty years and is also oncology certified."

Then the roommate's nurse comes in and says to her patient, "Hi, I'm Nelda Newbie, and I've been a registered nurse for four months..."

:roflmao:Take that Press Ganey.