Say This Not That
I'M NEW HERE.
I want to give you the best information possible so let me ask one of my coworkers and I'll get right back with you.
A PATIENT IS VOICING A CONCERN ABOUT ANOTHER DISCIPLINE OR SHIFT.
I'm sorry that you experienced that. I am going to share that information with our leadership. I am here now with you though so how can I best help you.
STAFFS CONCERNS FOR YOUR PRIVACY
Privacy
LIST 3 WAYS YOU CAN SHOW RESPECT TO YOUR PATIENTS PRIVACY.
Knock before entering the room.
Shut the door while preforming patient care and ensure no one enters in this time.
Reiterate when a patient is on the toilet what steps you are taking within safety guidelines to still respect their privacy.
WE'RE UNDERSTAFFED.
I'm very sorry I was attending to another need on the floor but how can I best assist you now that I am here?
I PRESSED MY CALL LIGHT AND IT TOOK 10 MINTUES FOR SOMEONE TO GET HERE. WHY DID IT TAKE SO LONG?
I do apologize for the delay. I was attending to another need on the floor. I am here now though so what can I do to help you.
STAFFS PROMPTNESS IN RESPONDING TO YOUR REQUESTS.
Promptness
GIVE ONE SCENARIO WHERE YOU CAN HIGHLIGHT YOUR PATIENTS PROGRESS TO THEM.
....
WHAT DO YOU NEED?
Hi ... what can I help you with?
I ONLY NEED TO BE HERE FOR 3 DAYS THEN I'M GOING HOME.
We are here to help you and will continue to work with you to track your progress and establish when we are ready for a safe discharge.
HOW WELL THE STAFF WORKED TOGETHER TO CARE FOR YOU.
Together
GIVE ONE EXAMPLE WHERE YOU CAN HIGHLIGHT THE TEAM WORKING TOGETHER FOR YOUR PATIENT.
....
I DON'T KNOW.
I'm not fully sure but that is a good question let me reach out to .... and either I or they will follow up with you to answer that question.
A PATIENT REPORTS THEY HAVE GOTTEN 3 INCORRECT TRAYS NOW THAT DO NOT MEET THEIR DIETARY NEEDS.
Send a message to BBRHPatientTrayErrors. If patient is currently in need of immediate food please call the host phones.
(904) 772-5861
(904) 673-5571
HOW WELL THE STAFF PREPARED YOU TO FUNCTION UPON DISCHARGE.
Prepared
GIVE ONE SCENARIO THAT YOU CAN PROMOTE THE PATIENT SURVEY.
When they are sharing their gratitude towards you or their team share with them the benefits of recognition through the survey.
I ALREADY TOLD YOU.
I know we did talk about this on .... but I understand a lot of information is coming your way at this time.
Re explain and answer their question.
Have them repeat back the information and clarify that they did understand.
A PATIENT REPORTS A QUESTION AND STATES ANOTHER STAFF MEMBER WAS FOLLOWING UP ON THIS BUT THAT THEY HAVEN’T HEARD BACK FROM THEM. WHAT DO YOU DO?
Apologize for the disconnect and ensure them you will send a message to the original person. See if you can answer any of their questions. Relay any additional questions that you may not know the answer to on to your direct manager.
HOW WELL THE (DISCIPLINE) EXPLAINED YOUR TREATMENT AND PROGRESS.
Treatment and progress
GIVE ONE EXAMPLE ON HOW YOU CAN MAKE YOUR PATIENT FEEL MORE COMFORTABLE WITH THEIR UPCOMING DISCHARGE.
Ask them what they are still feeling uncomfortable about and provide education in that area.