Kathleen L. Garrison, MSN, RN Jo-Ann C. Byrne, RN, BS ...

[Pages:26]Quick-E!

PRO

Scripting

A Guide for Nurses

Kathleen L. Garrison, MSN, RN Jo-Ann C. Byrne, RN, BS, MHSA Frances Moore, RNC, BSN, MSA

Quick-E!

PRO

Scripting

AGuide for Nurses

Kathleen L. Garrison, MSN, RN Jo-Ann C. Byrne, RN, BS, MHSA Frances Moore, RNC, BSN, MSA

Quick-E! Pro Scripting: A Guide for Nurses is published by HCPro, Inc.

Copyright ? 2009 HCPro, Inc.

All rights reserved. Printed in the United States of America. 5 4 3 2 1

ISBN: 978-1-60146-608-2

No part of this publication may be reproduced, in any form or by any means, without prior written consent of HCPro, Inc., or the Copyright Clearance Center (978/750-8400). Please notify us imme diately if you have received an unauthorized copy.

HCPro, Inc., provides information resources for the healthcare industry.

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Joint Commission trademarks. MAGNETTM, MAGNET RECOGNITION PROGRAM?, and ANCC MAGNET RECOGNITION? are trademarks of the American Nurses Credentialing Center (ANCC). The products

and services of HCPro, Inc., and The Greeley Company are neither sponsored nor endorsed by the ANCC. The acronym MRP is not a trademark of HCPro or its parent corporation.

Kathleen L. Garrison, MSN, RN, Author Jo-Ann C. Byrne, RN, BS, MHSA, Author Frances Moore, RNC, BSN, MSA, Author Michael Briddon, Senior Managing Editor Emily Sheahan, Group Publisher Mike Mirabello, Senior Graphic Artist

Adam Carroll, Copyeditor Amy Cohen, Proofreader Susan Darbyshire, Art Director Matt Sharpe, Production Supervisor Claire Cloutier, Editorial Services Manager Jean St. Pierre, Director of Operations

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05/2009 21679

Contents

About the Authors............................................................................. vii

Acknowledgments.............................................................................. ix

Foreword: It Is Time for Our Profession to Embrace Scripting........... xi

Introduction: Reacquaint Yourself with Scripting. ........................... xv

Chapter 1: The Value of Scripting........................................................ 1

So what exactly is scripting?................................................................................................................ 2 A quick look at communication models......................................................................................... 3 A note to nursing leaders...................................................................................................................... 7

Chapter 2: Admission: Welcoming the Patient.................................... 9

Simple communication goes a long way....................................................................................... 9 Summing up the admission process..............................................................................................12

Chapter 3: Daily Interactions with Patients........................................15

Managing the multitude of daily encounters............................................................................16 Discussing pain assessment...............................................................................................................17

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Contents

Communicating education and discharge plans.....................................................................19 Hearing a patient's complaints.........................................................................................................20 Time for a timeout................................................................................................................................. 22

Chapter 4: Communicating Confidently with Physicians.................. 25

Ensure success with SBAR....................................................................................................................26 Try communication cards....................................................................................................................28 Facing face-to-face interactions.......................................................................................................30

Chapter 5: Connecting Scripting to Patient Satisfaction.................. 33

Case study: Turning the patient satisfaction tide in Texas................................................... 34 Quick ways to improve patient satisfaction scores..................................................................36 A guideline for delivering bad news..............................................................................................37 Providing direction in the hospital.................................................................................................38

Chapter 6: Understanding Peer-to-Peer Interactions........................41

Using scripting in negative situations...........................................................................................42 Handling negative reactions to confrontation..........................................................................43 The power of reinforcing positive actions...................................................................................47 Treat support personnel with respect...........................................................................................49

Chapter 7: Crucial Conversations at Discharge. ................................ 51

Providing effective patient education...........................................................................................52 Good scripting can lead to a good rating....................................................................................56 Be sure to summarize--and simplify--instructions...............................................................57

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Contents

Chapter 8: Summing It Up: The Dos and Don'ts of Scripting..............61

Forget about memorization..............................................................................................................61 Settle in with scripting.........................................................................................................................65 Avoid scripting in the wrong environments.............................................................................. 66 Scripting, in summation...................................................................................................................... 68

References......................................................................................... 71

Continuing Education Instructional Guide. ...................................... 75

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About the Authors

Kathleen L. Garrison, MSN, RN

Kathleen L. Garrison, MSN, RN, has been a registered nurse for 28 years. She graduated in 1980 with her BSN from Fairfield (CT) University and earned her master's degree in nursing in 2005 from George Mason University in Fairfax, VA.

Since beginning her nursing career, Garrison has gained expertise and served in various roles in many specialties, including burns, critical care, home health, and emergency nursing.

Garrison is the clinical educator in the training and development department at Prince William Hospital in Manassas, VA. Throughout her career at Prince William, she has progressively climbed the ladder of responsibility, from staff RN to charge nurse to clinical nurse leader, and has functioned in a variety of management roles.

Garrison lives in Manassas with her husband, Jim; three children: Emily, Kaitlin, and Jimmy; and their bichon fris?, Jingle.

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