:angryfire Need to rant a minute ... then would appreciate your suggestions...
Our most esteemed powers that be have said that for each patient we bring to a bed...we need to ask them "what is the one thing that I can do for you that will assure that I am giving you very good care?"
WHAT??? I understand in the in-patient setting that the "little things" matter, as they do in the ER, and I'm all about warm blankets and coffee for visitors (or whatever) ... when I have time. But by asking the question, aren't we setting the expectations higher, and then when I can't "get me out of here in 1 hour or less" or "get rid of my pain" or "keep me fed (belly pain)" ... I totally have no chance of meeting their expectaion! Besides ... I really thought ER was to take care of the presenting problem ... and say GoodBye!
Truly, I treat my patients extremely kindly, I keep them informed, work my tail off ... but am I crazy to feel like this is setting up a disaster?
My patient got absolutely upset and overwrought over there not being any cup holders in the bathroom.
All shift, I heard about "What kind of place doesn't have a place to your cup at the sink".
We will get marked down for no cup holders.
For Pity's sake!!!!!!!!!!!!!!!!!!
(please G-d give me strength to survive)
Now there's a place I want to sit and relax with a cup of coffee. Maybe there's no cup holder in the bathroom because it is dis-gus-ting to drink out of a cup that's been in there....but, then again, I realize that's not the point.
My patient got absolutely upset and overwrought over there not being any cup holders in the bathroom.
All shift, I heard about "What kind of place doesn't have a place to your cup at the sink".
We will get marked down for no cup holders.
I don't know about where you work, but infection control at my hospital would have a big problem with cup holders in the bathroom. We aren't even allowed to have a cup of coffee or a bottle of water at the nurses station.
Management just wants to say they addressed the issue by initiating a new policy that way they wipe their hands of the problem and place it onto the nursing staff.
This sounds ridiculous IMO...sounds like those restaurants that are required to ask if you want desert and they wear little buttons saying "If I don't offer you desert then desert is on the house".
So they are supplying you with buttons right?
Plain ridiculous
Maybe buttons & business cards will be handed out for Nurses' Week this year!
LOL Caroladybelle, I don't think so..... It wasn't exactly on my list of priorities. I was more concerned about the HA, vertigo and especially getting my BP down before I stroked or had an MI or something. It was 209/138 when I got there. Actually there's a lot I don't even remember.
I went to an ENA leadership conference in Boston this past weekend and the originator of scripting spoke to the group. He correctly surmised that "ER nurses don't have a suck up bone in their body." He explained that a core issue was getting staff the equipment and resources they need to do the job. If you don't have a working BP cuff for your patient, or you've been downstaffed to a skeleton, admin has other issues to work on besides scripting. He said they need to listen to the bedside staff, and get them what they need FIRST, and scripting came LATER, when you do have time and resources.
He gave out copies of his book. Although the speech was downright inspirational I disliked his take in the book. He focuses solely on patient satisfaction without giving a nod to quality of care, or clinical standards that have to be met before comfort issues are taken care of. The second item- docs are to be treated as customers of the hospital. He suggests index cards listing each doc's preference, and talking up the doc to patients, how compassionate and skilled they are, to make the patient feel better about coming to them.
No mention of what to say when the patient directly asks you if they are any good, and you think the doc is screwing up on ten different levels.
Here's the website for anyone who wants to ask him a question.
My favorite "scripting" that we are required to say is: "Is there anything else I can do for you, I have the time."
Now, when this is said as I run (literally) from room to room, folks know this isn't sincere.
Then when you say stuff like that it makes the whole situation worse, becasue the family knows you don't mean it. I think the powers that script it should test run it first.
Specializes in ER, PACU, CORRECTIONAL HEALTH, FLIGHT.
the facility i work at now actually has secret shoppers and secret callers and people have been fired for things because of it. needless to say, i am not going to be working here much longer
Watch out ladies and gentlemen, next thing you know, the ER will have "secret shoppers!"
Roseyposey
394 Posts
Now there's a place I want to sit and relax with a cup of coffee. Maybe there's no cup holder in the bathroom because it is dis-gus-ting to drink out of a cup that's been in there....but, then again, I realize that's not the point.