At the risk of quoting one of my favorite songs from the eighties, last night I had the strangest dream.*
I was on a trans-Atlantic flight on a giant plane, and I noticed that the flight attendants were resting in comfortable little beds at the back of the plane, covered by those fleece airplane blankets. “That’s nice that you get somewhere comfortable to sleep,” I said to one. “Oh, would you like to sleep?” she asked and immediately got up and took me to a part of the plane where she showed me little compartments where people were sleeping comfortably. On our way there we passed a section where desks were set up and business travelers were on their laptops working away. A printer whirred in the middle of the section and a copy machine quietly made copies.
A young male flight attendant than approached and asked if I wanted a drink. “Sure,” I said, expecting him to disappear and re-appear with an airplane bottle of cheap wine and a plastic cup, but instead he walked me to the next section of the airplane where there was a quiet, dimly lit bar with a full selection of wine and liquor and quiet patrons happily enjoying a cocktail (Think Cibo in terminal B of the Philly airport.) I sat down and got out my wallet to pay for a glass of wine when the quiet, smiling bartender said, “Oh no, everything is free here.”
Okay, I thought, and put away my wallet. Just as I was finishing my drink another pleasant, smiling flight attendant appeared at my side and asked, “Would you like some fries with that?”
How would they know, I wondered, that while I avoid eating them as much as I can, I actually would like fries at almost any time of the day or night?
So the flight attendant ushered me to yet another bar, this one a more sports bar-like atmosphere, where some men were watching a basketball game on TV and fries, chicken wings, and burgers were served in baskets lined with red and white checkered paper.
This is creepy, I thought to myself, as this seemed like an airplane with way too many amenities and I wondered who was paying for this.
“How much does this flight cost?” I asked the smiling flight attendant, and he replied, in a calm, soothing voice, “Oh, we don’t worry about that here.”
Another passenger, however, leaned over to me and said, “About twenty thousand dollars.”
Uh-oh, I thought, but the glass of wine I had had earlier was just hitting and I decided to think about it later.
“Perhaps you’d like another form of entertainment,” the smiling flight attendant said, carefully putting his arm around me and guiding me through yet another lounge where people were watching television, again miraculously quietly, in big arm chairs with their feet propped up on ottomans.
Through a beaded curtain he ushered me into a room where passengers were clearly smoking pot. The smell of marijuana hung heavy in the air, and folks were reclining in velour upholstered chairs, stoned out of their minds.
“Not my style, but thanks,” I said.
At this point the plane began its decent, and I took a seat and fastened my seat belt. I was relieved to be, as it were, coming down to earth. There was something disturbing, not just about the strange amenities on an airline flight, but about the uniformity of the calm, soothing tone of the staff and their attempts to lull me out of thinking about the price. What happened to, “We are here for your safety,” the speech flight attendants give as they demonstrate the safety features of the plane. To the lay person it isn’t obvious, but a friend of mine who organized flight attendant unions taught me about all the ways in with flight attendants are carefully, professionally taking care of our safety, including being quite forceful when passengers do things that endanger themselves or the flight. Having a bar, a grill, and a marijuana lounge all in one airplane didn’t seem that geared to safety. All those bottles and chicken wings flying in the air in the event of turbulence?
I woke up thinking about health care. Now I know it’s a stretch, but after fifteen years of organizing health care workers and two years of working on my Masters in Public Health, I usually wake up thinking about health care. I immediately was struck by how the eerie similarity of the tone of the flight attendants’ voices and how they used the same phrases every time they guided me to the next location reminded me of one of the creepiest phenomena I’ve witnessed in health care.
I started to see it in the late nineties. Hospital administrators would fly top managers to a resort somewhere where consultants would (at a high price) train them in “scripts” that they would then teach the nurses and other health care workers to say to every patient. Usually they went something like, “Is there anything I can get for you, right now, before I leave? I have the time to provide you with good care.”
The problem was, in the hospitals where these scripts were supposed to be implemented, the nurses were usually so understaffed that they didn’t have the time.
Now the idea of reassuring patients that their needs will be met is a great one, but it was clear in the hospitals where I met with nurses that these scripts were a band aid to cover up true shortages of staff with nice, standardized reassurances that frankly amounted to lies.
Not only that, but nurses were horrified by being told how to talk to their patients. They went to nursing school to learn not just how to care for a patient’s physical needs, but how to communicate with them in ways that would nurture their emotional needs in a time of crisis. These scripts were an insult to their professional judgement.
Besides, wouldn’t you find it disconcerting if everyone you ran into in a hospital said the exact same thing, every single time they saw you?
“This isn’t Disney World,” a nurse told me, upon learning that these scripts had been pioneered at Disney.
Perhaps they are effective there… I don’t know. The last time I was at Disney World was when I was four years old and my only memory is that my mother, on the verge of heat stroke, poured a cup of Diet 7-Up on her head.
Scripts might be effective at theme parks, where people make short visits and expect to be entertained by costumed characters, not healed from life-threatening illness. But in health care, the best way to make sure that staff communicate well with patients is to create an atmosphere where staff really do have the time to provide good care. That means hiring enough staff, not hiring consultants to tell them how to cover up the lack of staff.
The most insidious form of scripting I saw was at a hospital that shall go unnamed where nurses were told they had to do hourly “rounding” on their patients. Basically they were to walk into the room, say, “I’m here to round on you. Is there anything you need?” and check off on a board that they had rounded.
Good idea, in theory, perhaps. But these nurses usually had nine or more patients on medical surgical floors. These patients were not what we in health care call walkie-talkies. They were bed bound, on multiple medications including IV meds, on heart monitors, and some were on ventilators. All had desperate needs, all of the time. If you do the math, you figure out that a nurse simply can’t plan her day, under those circumstances, around the idea of hourly rounds. She has to plan her day based on her professional assessment of every patient’s needs. Those needs change by the minute in today’s acute care environment.
At the aforementioned unnamed hospital, the insidious went to inflammatory when the Director of Nursing told the service staff (housekeeping, dietary) that they were to report nurses who missed an hourly round, and for every x number of nurses they reported, the housekeeper or dietary staff member would receive a gift certificate to local stores. I don’t think I need to comment on the effects of this kind of practice on staff cohesiveness and morale.
Nurses are there for patient safety. They actively advance the healing process and they are the front line of defense against medical errors, hospital acquired infections, and all those buzz words the folks in quality throw around. Tons of research demonstrates that more nurses means safer care. So why are hospitals still cutting nurse to patient ratios, and fighting national nurse to patient ratio law that would take nurse staffing out of competition?
Right now, cutting nurse staffing is one of the quickest ways hospitals can save money. The hospitals that are the poorest — usually those who serve the poorest — rush to cut nurse staffing in an effort to stay afloat. This means that the poorest patients — who are often the ones with the most critical medical needs — get the worst care. If nurse to patient ratio minimum standards were adopted in federal law, or at least state laws, then hospitals wouldn’t have to compete on the basis of who can cut the most staff.
I don’t want a nurse to tell me she has the time to provide me with excellent care. I want that to go without saying because she actually has the time.
* The song was “Break My Stride” by Matthew Wilder