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 system they not only require it but have suits spying on the staff to see if they are using the scripts.
Personally I find it offensive that the suits are lumping all people together and think that scripts can handle situations. We are all individuals and should remain that way. Can you imagine lying in a bed for a week and hearing the same phrases over and over? I would think what a bunch of phonies or what a bunch of oppressed people.
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*only ENGLISH to other staff members??????* OMG!!! Rusty, good for you guys for changing that. I pride myself in my ability to muddle thru Spanish to help Spanish-only speaking clients. I practice it w/a Spanish speaking coworker from Ecuador when I can. It helps me forge a close bond of trust between Hispanic clients and myself. I only wish I knew Korean Tagalog, German, Japanese....yea it goes on. But I DO study cultural mores and try to respect them. But SCRIPTS???? NO! no scripts...EWWW. I don't need a script to make a pt and family welcome and glad they are with us. And if there are innate problems w/a facility that need fixing, all the scripts in the WORLD won't solve that! Honestly I must be sheltered. I have NEVER heard of such a CONCEPT! wow am i naive.:imbar
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.
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
" 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......"
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!
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!
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!
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!
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
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!"
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SmilingBluEyes
20,964 Posts
*only ENGLISH to other staff members??????* OMG!!! Rusty, good for you guys for changing that. I pride myself in my ability to muddle thru Spanish to help Spanish-only speaking clients. I practice it w/a Spanish speaking coworker from Ecuador when I can. It helps me forge a close bond of trust between Hispanic clients and myself. I only wish I knew Korean Tagalog, German, Japanese....yea it goes on. But I DO study cultural mores and try to respect them. But SCRIPTS???? NO! no scripts...EWWW. I don't need a script to make a pt and family welcome and glad they are with us. And if there are innate problems w/a facility that need fixing, all the scripts in the WORLD won't solve that! Honestly I must be sheltered. I have NEVER heard of such a CONCEPT! wow am i naive.:imbar