As part of our approach to improving patient and family satisfaction, we “round” on our families in the Pediatric Critical Care Unit daily. Every family, every day. I have found that it is one of my very favorite things to do. Anyone that knows me would not be surprised to hear this, as a part of rounding involves talking. But an even bigger part involves listening. It is really an underrated skill, and often an underused skill.
I have found with most of our families, after I introduce myself, and ask a simple question such as, “We always want to provide the very best care possible for your child. How well are we doing with that?” I just need to stop talking and start listening. I have said many times that there is no time that a parent feels more helpless than when their child is critically ill or injured.
Having a person listen to their fears, perhaps listen to the story of how their child came to be in our care, and to show the genuine care and concern that we have, is invaluable. Often there are tears shed, and a hug is needed, or perhaps an arm around a shoulder. Parents are often pleasantly surprised that we come in to round on them, to just check in on them and make sure their immediate needs are being met, as well as those of their child. They are always grateful. Even when they know we may not be able to tell them what they really want to hear….that the beautiful child lying in that bed will be fully restored to the same child they previously were. They do know that we will give every effort we have to try and make that happen, though.
After they have seen us the first day, they look forward to a return visit the next day, as I tell them I will see them tomorrow. I suppose it is the promise that not only will I keep my word, but it is the opportunity for them to tell me of their child’s progress, and share the ups and downs of this ride they did not ask for. Rounding is just one more great opportunity to make a lasting connection with our families. If by doing it we improve our patient satisfaction, what an outstanding bonus!
Tracy
To be a registered nurse at Clarian, visit Registered Nursing Position Indiana.
I have found with most of our families, after I introduce myself, and ask a simple question such as, “We always want to provide the very best care possible for your child. How well are we doing with that?” I just need to stop talking and start listening. I have said many times that there is no time that a parent feels more helpless than when their child is critically ill or injured.
Having a person listen to their fears, perhaps listen to the story of how their child came to be in our care, and to show the genuine care and concern that we have, is invaluable. Often there are tears shed, and a hug is needed, or perhaps an arm around a shoulder. Parents are often pleasantly surprised that we come in to round on them, to just check in on them and make sure their immediate needs are being met, as well as those of their child. They are always grateful. Even when they know we may not be able to tell them what they really want to hear….that the beautiful child lying in that bed will be fully restored to the same child they previously were. They do know that we will give every effort we have to try and make that happen, though.
After they have seen us the first day, they look forward to a return visit the next day, as I tell them I will see them tomorrow. I suppose it is the promise that not only will I keep my word, but it is the opportunity for them to tell me of their child’s progress, and share the ups and downs of this ride they did not ask for. Rounding is just one more great opportunity to make a lasting connection with our families. If by doing it we improve our patient satisfaction, what an outstanding bonus!
Tracy
To be a registered nurse at Clarian, visit Registered Nursing Position Indiana.
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