Nursing interview preparation booklet from staff giant
Take Care of the People
1. Take Care of the People
Who Take Care of People
By Diane Dudley
We’ve worked with many people who have firsthand knowledge of
how difficult it can be taking care of residents or patients needing
very direct and personal services. And without internal support,
it’s almost impossible.
Put yourself into the shoes of a nurse who has been given the
brush-off by her department head just before knocking on a
patient’s door. It might be difficult for her to effectively treat that next patient. Oh, she
may get the temperature recorded right in the chart or their IV changed, but her
interaction with that supervisor — just prior to delivery of service isn’t likely to add
healing to the situation. In fact, the actions of the department head who just mishandled
a communication with our nurse may spark yet another complaint on top of the first one.
The nurse may focus on how she was treated rather than how she treats the human
being in front of her.
You can’t just go back and say you are sorry. Bandaids don’t work well with human
emotions.
The point is it will take time for the nurse — or anyone else — to get past being treated
with disdain. Time she doesn’t have and hardly ever will, because there are always
patients waiting.
As a leader in a health care or service organization, ask yourself this: Are you taking
care of people who take care of people?
Here are some suggestions for health care and service related professionals that may
help avoid a similar situation with the nurse described above. Although they may not
address each and every situation, they do go a long way toward building trust and
effectiveness to support effective, caring service.
• Empathize With Your Tone of Voice and The Words Spoken.