P7693

Lesson #4: Small things really do matter.

*Disclaimer: the names used in this blog are fictional.*

P7693 was my laundry mark.  In the Air Force we were given the first letter of our last name, followed by the last four numbers of our social security number.  That number is what you wrote on everything to identify it as yours.  P7693 was mine. 

I remember one of my very first clinical days back in level 1.  I was brand new to the hospital setting and didn't know much about anything, so I followed my nurse Lisa around like I was her shadow, and I watched.  I watched and I listened to every single move she made, and how she made it, and how she said things.  As far as I could tell, she was a great nurse.  The other nurses seemed to like her, she was well organized, and always on her feet. But as I listened, there was one thing that really bothered me. 

We were sitting at the nurses station and one of the other nurses asked Lisa a question.  "Hey! Does "49" need new linens?" And later I heard from another nurse, "Don't give "64" anything, they're NPO," and "36" needs a chest x-ray ordered," and "57" is being discharged."

So I thought to myself for a little bit, and then I decided to try something to see if what I was hearing was actually true. I approached Lisa and said, "Ma'am, does Mr. Whatley need his vitals taken Q2H or just the regular scheduled vitals?"

I was hoping her response wasn't going to be what I thought it was, but here is what I got. "Um, Mr. Whatley....ummmmm....Whatleyyyyyy.....what room number is he again?"

I remember being really disappointed in that moment.  I couldn't believe that she didn't know the name of the man she had been providing care to for the past two days.  I imagined how I would feel if I was his daughter, niece or friend and heard him being referred to as "39." 

Our patients will feel more respected and valued when we remember their names.  They will feel more engaged in conversation.  Knowing and using someones name can make a difference in how that person feels about you, how much they trust you and how much they share with you.  Sometimes it's the little things that make a big difference. 

So please, the next time you find yourself or hear someone else shouting out "47", "96", "64", remember that our patients are not room numbers.  They are people and they have names.