Scripting Nurses?

[Cindylufus]

I am an RN on a telemetry unit where the ratio is 7:1 at all times. We are technically the step down unit also. We get all of the d/c's down from CCU and ICU. Last week in our staff meeting, we were told there are key phrases that we are being required to say to our patients....much like scripting that sales and telemarketers use... Things like "I have the time for you" each time you are in the room with every patient. Does anyone else think this is a joke? I told my manager I refuse to be scripted...I don't have the time for this and I think I provide the best care I can for my patients. But most days each nurse has 3-4 discharges, and gets 3-4 patients back, either direct admit from the MD's office or from the ER. Anyone else having this problem?

[neneRN, BSN, RN]

How sincere can scripting possibly sound when the pt hears the same thing come out of every nurse's mouth who enters the room?

[MS._Jen_RN, ASN, RN]

I think that scripiting for answering the phone (ie. say- hello, your name, can I help you? or something like that) might be a good idea. I hate calling somewhere and hearing "yeah?" or "hello?" But, as for what I say to my patients, no way.

~Jen

[RunningWithScissors]

Where I work they claim using scripting increases patient satisfaction, and when scores drop they claim it is because we're not using the scripting enough.

Huh???

The PP was right who said the suits have nothing better to do than to come up with these lame ideas.

I do like asking "is there anything else I can do for you?" before leaving a room.

[StrwbryblndRN]

I am still a nursing student. But most of us (i.m assuming)have all been someplace that has this type of scripting. When I go to a drive thru's there is usually someone who says "Can I take your order" "thank you have a nice day" etc. In writing this sounds great. But ever hear how it comes out. There is no meaning to it and it's robotic. Sometimes even sounds rude.

That is the last thing I would want to hear from my nurse. I would much rather be told nothing. At least it is honest.

[Sisyphus]

This sounds like the Studer Group in action. Quint Studer is a hospital consultant who makes millions preaching this crap to hospital administrators who buy his book "Hardwiring Excellence" like it's the new "One Minute Manager." His group advises the use of these robotic messages. He goes to hospitals willing to throw their money at him (and there are plenty that seem to want to be a part of this) and gives them advice on moving from "good to excellent". He does not address staffing issues but seems to think that personal thank you notes and a bit of paint here and a toaster there will make nurses happy. His biggest fraud is to insist repeatedly in his book - I kid you not - that nurses leave their jobs because of problems with their managers. Google his name and read about him. His group has already started their "I have the time" message on a couple of the floors. From what I hear it is being ignored for now.

[HisHands, ASN, RN]

Think about it. If I was a patient and let's say I had ohhh... 5 different nurses during my stay. And let's say that every single nursing used that scripting every time they came into my room. If they all came in and said, "I have time for you. Do you have any special needs?" I would realize it's scripted. I would NOT think that that nurse really gave a care about me, but that what he/she was saying was just a formality. I would actually be annoyed and probably have to wonder if other things he/she said to me were just scripted as opposed to sincere.

Just my two cents.

[Dixiecup]

Or what about two patients in the same room. Say it to one then step over to the other side and say the exact same thing to the other patient. It's embarrasing.:imbar

[pickledpepperRN]

I think patient satisfaction surveys are silly.

They tell you to say, "I have time for you."

Then ask if the nurse said, "I have time for you."

One script had nurses saying, "I am closing the curtain to give you privacy."

The survey asked, "Did the staff close the curtain to give you privacy?"

I think they were programing the response which has nothing to do with the quality of nursing care.

How about safe, therapeutic, individualized care and recognising the need to advocate for the best interest and wishes of the patient?

[canoehead, BSN, RN]

"Hardwiring Excellence" talks almost exclusively about patient satisfaction, but it is clinical excellence and patient outcomes that should be the hospital's main concern.

[pickledpepperRN]

"Hardwiring Excellence" talks almost exclusively about patient satisfaction, but it is clinical excellence and patient outcomes that should be the hospital's main concern.

:yeahthat:

[stillpressingon]

Isn't it unbelievable?? "I have time for you?? Give me a break!! Even admins (maybe especially admins!) should know that's a complete lie! Half the time nursing staff already doesn't have enough time for the pt's; they think this will somehow make it better?? That's absurd!

[Cindylufus, BSN, RN]

I'm glad I'm not the only one who finds this ridiculous. I do agree that I try to spend as much time with my patients as I can....and I do say basically the same things they are telling us, but I use my own words. I always ask if they need anything or if I can get them anything throughout my shift, including asking their families if they need anything. And also about the "I have time for you" piece, if I have a patient that is a big talker when I do my assessments, I will purposely go into their room so they can sit down and talk with me while I fill out my flow sheets. I've never had someone say they didn't enjoy me sitting down and listening, even if I was working on something while I talked to them. I mean, it's just checking boxes....not that involved. I just wish these corporate clowns would walk in our shoes for a day!