What is the dumbest most degrading, most unprofessional thing...

Published

that you have heard of a hospital requiring nurses to do?

I was in a meeting with a group of nurses yesterday - most of us with more than 25 years as RNs - and was hearing about the lovely new practice of "scripting". What is that? It means giving you - a professional nurse with all of your experience and skills and knowledge - a cute little "customer relations script" that you are supposed to say to patients when in various patient interaction situations.

For example: before leaving the room at one hospital, you are supposed to say " Is there anything else you need? I have the time." (whether you have time or not)

I understand basic sense about being pleasant to patients. I understand courtesy. I even know that a few nurses can use a little work in these areas. but the indignity of giving a professional RN a script to use when we talk to our patients? All because some consultant has told them it will improve the patient satisfaction scores. Cartain of our chains seem to be stars at this sort of thing - part of the corporate mind set I guess.

Anyway, I wanted hear how wide spread is this and what other stupid ways of degrading our practice are you seeing out there?

Up Vote Up Vote ×
Specializes in Nephrology, Cardiology, ER, ICU.

Aw yes, scripting - the bane of my existence. We had this in the ER where I used to work, but I'll be honest, I couldn't bring myself to say the stupid trivialities the suit people had so clerverly come up with. My absolute favorite was:

"Can I do anything else for you? I have the time." Oh my gosh - I absolutely hated this nonsense. Another good reason to pursue an advanced degree - no more scripting - lol.

Up Vote Up Vote ×
Specializes in Nursing Home ,Dementia Care,Neurology..

I don't understand the methodology behind this.If all the nurses go round saying this it must be like the 'Stepford wives ' in scrubs.to me it would just sound so false if I were a patient and every nurse said that to me.

Up Vote Up Vote ×
Specializes in NICU, Infection Control.

I called one of the health care systems in my area to find a doc, and I rec'd this "I have the time" line. It's just as stupid to hear as it is to say--and I had to restrain myself from telling her that!!

Rude and demeaning--but that's suits for ya!

Up Vote Up Vote ×
Specializes in Me Surge.

I noticed that GEICO customer service has a new script. 2 times lately I had to call them and the end the call they all say " Is there anything else I may do to provide you with excellant service?!" I was waiting for them to say "I have the time." :rolleyes:

Up Vote Up Vote ×

If my hospital resorted to forcing us to use those banal phrases, I really, honestly would be pitching in my scope and calling it a day. If I can't be trusted to speak appropriately to my patients with words from my own head, well.....I certainly can't be trusted to medicate them, teach them, treat their wounds.

Nope, if it comes to that, I'm retired.

Up Vote Up Vote ×
Specializes in ICU/Critical Care.

Is there anything else I can do for you? I have the time...I have the time...I have the time...I have the time...."Sparks flying, alarms blaring, smoking coming out of my ears"..

Up Vote Up Vote ×

And another thought: when my patients see me running in, grabbing a quick set of vitals, holding the family of the patient in the other bed at bay while telling first patient I'll be getting to his dressing change just as soon as I finish with the patient in the next room....do you suppose I'd sound completely ridiculous saying "can I get you anything now? I have the time"....or only somewhat ridiculous? My patients know I'm going to be with them as soon as I can, and I NEVER "have the time" for nonsense!

Up Vote Up Vote ×
Specializes in Case mgmt., rehab, (CRRN), LTC & psych.

Whenever I call my local phone company to pay my bill over the phone, the customer service rep on the other end of the phone always says, "Is there anything else I can do for you to provide excellent customer service?" It is always the exact same phrase. Some even say, "If you receive a survey in the mail from our company, be sure to write down that you received excellent customer service, okay?"

I recently resigned from a corporate-owned nursing home which required us to utter the following script upon answering the telephones: "It's a great day at XXXXX Health and Rehab Center. How may I direct your call?"

Up Vote Up Vote ×

This thread has obviously sparked some ire in me, LOL, as I'm now returning for the THIRD time to speak my mind!

Nursing is one of the top "most trusted" professions. It might even be THE top one, I don't remember the latest ratings. How trusted do you suppose we'd become if we started spouting canned phrases that they know are said to every patient in every situation? The patient knows pretty quickly he's being "handled" with a kiss-off phrase rather than treated as an individual.

My patients hear normal, down-to-earth conversation from me, and if I'm asking if they need something, it's because I WANT to ask and I WANT to know the answer. If I were the patient, I don't think I'd be very happy with my nurse robotically repeating phrases that it's clear she doesn't care to say.

Up Vote Up Vote ×
Specializes in Corrections, Cardiac, Hospice.
Is there anything else I can do for you? I have the time...I have the time...I have the time...I have the time...."Sparks flying, alarms blaring, smoking coming out of my ears"..

OMG! Great minds. I had this same image run through my head, but only a little robot nurse with arms and legs pumping to the I have the time...I have the time...I have the time.... While she bounces off the wall after each phrase. (Oh in the old operator nasal voice, no less)

I have the time...Bop.....I have the time....Bop

Sheesh, did I mention it is 6:30 am here and I haven't been to bed yet, ROLF.

Up Vote Up Vote ×

We don't have to follow a script. Thank God. I'd be fired for not following it. Fine with me. I find it insulting and dishonest towards the staff and the patients. We aren't robots and our patients aren't brainless. Let's not insult their intelligence or our own.

Up Vote Up Vote ×
+ Join the Discussion