Six kinds of crazy

1. You don't get enough sleep, then have to go to work. Ugh!

2. Your procrastinating husband decides to empty a storage locker on the day before the rent on it is due. You're required to come along to haul back all the c#$p, er, stuff.

3. You find your lunch in the office fridge after it had been there too long.

4.  People who really need to read e-mails don't do it. Thankfully, that read receipt thing on your e-mail system allows you to prove to the manager, that, yes, indeed, the Slug may have heard you, but you have no idea if he/she comprehended, since there's no proof he/she can read.

5. Your colleagues elsewhere in the Hotel ask "Why So and So doesn't do this/that anymore?" Hmm...ask So and So maybe?

6. You schedule a patient to see a specialist, as part of your role as a care coordinator in your hospital system. Right after you schedule the patient, the patient's attending MD finds you to tell you he/she's already going for a procedure, so can the specialist see him/her while he/she's there? Panic ensues. You calmly make three phone calls and get a plan together. Finally, you get the details done and get to go home.

And that ends your six kinds of crazy day. More excitement for another day. Enjoy yours wherever you are!

Bully pulpit

I have a friend (no April Fool-- call him/her M) who is having this problem, and because he/she felt threatened while we completed our studies, he/she kept quiet until his/her internship was over. He/she suffered.

ANA discusses bullying in their Healthy Nurse section on Bullying and Workplace Violence:

Lateral violence refers to acts between colleagues and bullying is often described as acts perpetrated by one in a higher level of authority. This behavior may involve covert or overt acts of verbal and non-verbal aggression. These types of behavior have been reported to result in enough psychological distress to nurses to cause them to leave the profession (Dellasega, 2009). 

The person perpetrating this bullying is in a higher level of authority. Ever heard of C-suite? Well, he/she is up there. It's hard to believe that your former preceptor would, out of the blue, accuse you of theft of intellectual property and assault your character in company e-mail of a prominent hospital system, but the former preceptor did.

All the while, my friend was just happy to receive a national award recently. When he/she came home the other day, there was a family crisis. Off to the hospital, but not for work. One of the family had become ill and required emergent surgery.

After I calmed him/her down, we discussed what happened since school. Everything is documented. Since the degree is done, I suggested he/she contact an attorney. Life's too short to live in fear of this crazy person.

As the saying goes, tough times never last, but tough people do.

More to come...

If you thought you had a bad day...

Then you haven't seen this article (or the compelling pictures).

My day may seem crappy, but in retrospect, it's actually pretty darned good, thank you very much.

Hope your Super Bowl Sunday is going well, whether you're celebrating it on the unit or at a party.

Here's this weekend's Sunday Stealing below, since this is the All who wander are not lost (one of my favorite quotes) edition.

Enjoy!

1. Put your music player of choice on shuffle and list the first song
1. Relax, by Frankie Goes to Hollywood.
2. If you could spend a week anywhere in the world, where would it be and why? Would you take anyone with you?
1. Right now, it would be somewhere warm. Otherwise, I'd take my husband and son to Paris, France.
3. What is your preferred writing implement? (eg. Blue pen, pencil, green pen)
1. Black pen. Always, and forever. It's legal!
4. When did you go on your first trip alone (without your parents)?
1. When I went to camp at 10.
5. Do you have connections to any celebrities (even minor)? List them.
1. Only drive by ones. I'm related (by marriage) to a pharmaceutical inventor. I went to high school with a girl whose sister is a nurse on a reality show.
6. Name 3 items you could pick up from where you are.
1. Phone, paper, pens
7. How would you describe your sense of humor?
1. Offbeat
8. Do you ever play board games or other non-computer games? Got any favorites?
1. I like Monopoly
9. A musical artist you love that isn’t well known.
1. Johnny Clegg and Savuka
10. A musical artist you love that is well known.
1. Paul Simon
11. What is your desktop background currently?
1. A graphic of leaves.
12. Last person you talked to, and through what you talked to them
1. My husband. The milk was sour.
13. What do you carry your money in?
1. Wallet
14. What timekeeping devices are in the room you are currently in?
1. My phone and my watch.
15. What kind of headphones do you use?
1. All kinds (mostly earbuds)
16. What musical artists have you seen perform live?
1. Midnight Oil, Stevie Ray Vaughn, TMBG, Air Supply, all sorts of bands, really.
17. How often do you clear your browser history?
1. All the time.
18. What’s the best job you’ve ever had?
1. I like the one I have, thanks. 
19. What’s the worst job you’ve ever had?
1. Burger King at 16. Got burnt on the fry basket.
20. What magazines do you read, if any? 
1. Lots. Fashion, computers, nursing, you name it.

You thought you had a bad day

Imagine everything you eat makes you drunk. That's right drunk, not full, sated or stuffed, but drunk.

It's an old story, but is back in the news again.

Happily, once treated with antifungals, the syndrome went away.

More to come...stay tuned.

That bad joke...only real

My relative used to tell this one all the time...giggling like a schoolgirl.

Q What do you call a person who graduates last in his medical school class?
A. Doctor!

Only, it's not so funny when you can't read an x-ray and get busted by the cops.

Have fun in jail, Doctor!

Bad!

And I'm not talking Michael Jackson, folks!

The housework is done, I'm sitting at the computer relaxing and the fun just rolls in via e-mail.

First, no grant money is available for these researchers due to the economy.

Second, these nurses lost their jobs for doing their jobs.

And if those two didn't seem bad enough, and you have the time, read this Peter Singer article about Why we must ration health care (from www.nytimes.com)

Enough! I'm escaping...more later.

Customer service?

I really enjoyed Kim's recent post on the patient/client dilemma. Yes, the business world creeps into every little area, including your friendly, neighborhood hospital, and hospitals run by Uncle Sam, like Madison.

So, since I'm nosy (and a former employee in this business sector), I looked around to see what everyone's been talking about for medical and/or hospital-oriented customer service and here's what I found.

First, I went to Google and did a few arbitrary searches and the results are listed below:

• 17,900,000 for hospitals+customer service
• 12,000,000 for hospitals+bad experience
• 18,200,000 for healthcare+customer service
• 453,000 for healthcare+bad experience
• 463,000 for doctor's office+customer service
• 422,000 for doctor's office+bad experience
• As you can see, this is a pretty popular topic.

Next, I went sifting through some of the results. Not surprisingly, some of the searches revealed more articles linked to bad experience than those linked to customer service.

So what was really interesting about these searches? Many are advertisements for training clerical staff. From one newspaper site, Boston area hospitals employed secret shoppers to check on staff on phones and in doctors' offices. Most likely, they are using secret shoppers based on this article from Houston that shows the bottom line for many hospitals is coming down to customer service. If you aren't nice to people in certain areas of the hospital, they won't come back and spend money on their outpatient services.

Finally, the most interesting thing I came across was this article called "What can we learn from Mickey Mouse" which talks about the book "If Disney Ran Your Hospital" by Fred Lee. This article was interesting because even though it is three years old, people are finding it and still commenting on it.

Here are some of the best comments, including one from the author. I think the last one reiterates what I think and what Kim mentions in a nice, little package.

Comment from: Jane RN, MS [Visitor]
Disney does customer service like nobody else, having experienced it myself in '04. Our comfort was their priority. Nothing seemed beyond consideration, and each employee made us feel welcome. "Disney Hospital" patients would feel safe, appreciated, respected, and more at ease. They would rest better, eat better, heal faster, perhaps even leave sooner. How much better things would be if we truly treated them as our guests rather than as interruptions, or a room number needing meds. I've seen it too often. Are we too proud to provide this level of service?

Comment from: Lisa [Visitor] · http://www.hospitalimpact.org
People do not need a book or a Disney staff to teach customer care, what they need is to look at how they'd like to be treated, "do onto others as you would yourself."

Comment from: Fred Lee [Visitor]
Maybe the best way of saying it is – a hospital without compassion is like Disney without fun.

Comment from: 20 yr. RN - (Familiar with butts and stressed family) [Visitor] (NOTE: this is a comment in regard to a person, most likely a nurse (but not identified as such) talking about dealing with butts and obnoxious patients)
It's not about you and what you have to deal with. It is about compassion for others and what they are having to deal with, having a heartfelt desire to provide the best, "CARE," possible to meet their, and yes, their family members needs. It's about having patients/clients and their families leave the hospital knowing their needs where met in an exceptionally professional and caring manner whether the client leaves the hospital by car or by hearse. The intent is not to create an amusement park in a hospital. It is about being patient/client centered in ones thinking rather than being task centered.

Heard on the unit...

Today's installment, actually from yesterday, is mostly patient quotes. I would have had them up sooner but I was just too tired.

One of my patients is a retired high school math teacher. Fr. V. is also hard of hearing, so this makes conversations really interesting.

Me: "Father, I heard you were a teacher, what did you teach?"
Fr. V. "Idiots."
Me: "Weren't you a math teacher, Father."
Fr. V.: "Yes, I was. I only taught the idiots. The smart ones learned all by themselves."

Even funnier thing...one of his likely students (Mr. G.--he left on Tuesday) was about two doors away. Now I'll never know if Mr. G. fell into the smart ones or the idiots on his initial high school math classes.

Fr. V. also had some spiritual distress, once I got him thinking about tests. Neuropsych had sent one of their students to do an assessment on him and he could not hear her well. As a result, I had to call the neuropsychologist on his behalf to see if they'd let him retake his exam. It should be interesting.

"That night nurse really doesn't like her job, does she?"

Mr. R. mentioned this to me as I was assessing him. He told me this nurse makes him feel very much like an inconvenience and that he's just trouble. Sure, Mr. R. gets up at 0500 to watch the news and drink his coffee, so it's not as convenient as staying in bed. Now, I make sure he has his coffee in his room whenever I get on the unit. If he doesn't, I make him some. He's fallen twice since he came to us, and he's staying until he can get his new cervical decompression next week, so we have to keep him out of trouble.

This is a sore subject for me. I hate dissing my coworkers, but some patients are very observant, and now I know why some of them actually ask their docs if I can be their nurse while they are on our unit. I never actually say anything about the coworkers, so I just let the patients vent and get their feedback. Most are very positive.

More later...gotta warm up the car and go to work. Mr. R. probably needs his coffee by now!