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1) Respond to patient’s actual need, not the
stated issue. For example, patients may comment on staffing
levels because they have been waiting a long time for service.
Respond to their need for service; that is really what they care
about.
2) Tell the customer what you can do, not what
you can’t. Don’t say, “I can’t get you anything to eat for a
half hour.”
Do say, “I will have your food here within a half
hour.”
3) Under-promise and over-deliver. In the above
example, if you know the food can arrive within 30 minutes, tell the
patient you will have it there within 40 minutes. When it comes in
30, you have exceeded their expectations!
4) Never make a promise you cannot keep. Don’t make
promises on behalf of others. (“The doctor will call your family.”)
Instead, promise what you, personally, can do. (“I will call the
doctor right now.”)
5) Consider scripting for repetitive situations that cause
difficulty, such as telling people about a delay.
6) Don’t become defensive when patients question or
accuse. Defensiveness is a natural response when we feel we are
being attacked and when patients question us. (“Why is this taking
so long?” “The doctor didn’t say anything about this test!”) We
often perceive this as an attack. It helps to recognize that
patients want information to increase their sense of control and
comfort, not to make life difficult for us.
7) Don’t be afraid to ask questions before responding to a
patient, so that you are sure you know what the real issue is.
(“You must be really short-staffed today.” “Why do you say that,
Mr. White?” “Because I’ve been waiting for over 15 minutes for
help to the bathroom!”)
8) Monitor voice tone and body language.
Defensiveness, annoyance and frustration all can show if we are not
careful.
9) Never blame or criticize other people or departments
for problems that patients experience. Take care of that outside
of the patient’s hearing. |
Try some of these responses the next time a difficult
situation arises. You might want to practice these in advance so you
are comfortable. The phrases can be adapted to sound natural to you,
as long as the tone and intent remain the same.
1) When a patient or family member needs something you are
not able to provide.
“Mrs. Jones, the doctor is the
person who can best answer that question for you. Would you like me
to place a note on the chart and ask him to talk to you?” “Mr.
Brown, the Registered Nurse is the only person who can give you your
pain medicine. Your RN today is Pete. I’ll let him know you are
ready.” “Ms. Green, it’s great that you want to be up and walking
and I agree you should do that. We want to be sure to keep you safe
though, so we’d like to have someone walk with you. We should be
able to do that in about a half hour. Would that be
alright?”
2)When a patient asks about staffing levels.
If the
patient says, “You must be really short-staffed today. I’ve been
pushing the call light for ages. I have to go to the bathroom.”
“I'm so sorry you’ve had to wait. I’m here now, and all yours!
Let’s get you out of bed.” You responded to the actual need
(bathroom), not the stated issue (staffing levels).
3) When there is a delay.
“Mrs. Jones, I am so
sorry about the delay for your test. I’ve just called Radiology and
they expect to be here for you in 15 minutes. I’ve also made sure to
ask for a late lunch tray for you. Is there anything else I can do
for you now?” You have apologized, given a time estimate, and
shown you care about the impact on her lunch. You have not blamed
Radiology for the delay. |