[tri-wings] Hospital Question

As you guys know I am on a committee at our Children's Hospital dealing with 
communication issues. From that committee I am on a
couple of sub-committees that are responsible for the actual ACTION part 
(yeah!!!!!!!!! movement) But I need / would like your help.

One of those sub committees is "How to develop a rapport WITHOUT taking a 
medical history"

A bit of background. The parents on the committee were all unanimous (sp?) that 
they absolutely HATED going over and over complex
medical histories every time they had a hospital admission. I also raised the 
point that every time we give a medical history we
rehash all the pain of our children's disability, whether we realise it at the 
time or not.

This is a common theme and the hospital is developing a "frequent flyer" 
program LOL - Its called the Bear Passport (The banaged
bear is the hospitals logo) which is basically a SHORT 2 page medical history 
come fact sheet that can be used to speed admissions
etc.

However the nursing staff also mentioned quite rightly that taking a medical 
history allows them to develop a rapport. Hence the
question, how do staff (not just nursing staff) develop a rapport with families 
without rehashing medical histories??

I have mentioned the fact the when you are doing the initial admission / visit 
etc. it is a stressful time. Getting to the hospital,
unpacking equipment, kids running riot/crying, feeling apprehensive etc. So 
that is not a good time to try and develop a real
"rapport", at least of a personal nature. That is the time to be business like 
and let parents know exactly what is going to be
happening. Eg exactly when the surgery is scheduled, where everything is, meal 
times etc. Getting down to personal stuff is better
done later when you have calmed down and are settled. Of course just letting 
parents know what is going to be happening and not be
wishy eg the doctor will come around sometime today - goes a long way to 
developing rapport.

I also suggested that its the little things - for example I often get caught up 
in emergency with nothing, not so much as a tooth
brush, yet I can be there for days with no chance of getting access to anything 
(and often no money to buy anything!!) So I
suggested little care packages - approaching companies like Avon and Colgate 
for samples of shampoo, soap, toothbrushes, moisturiser
etc and popping them into little packages to give to families in need. And that 
little act of kindeness and understanding will go a
long way towards making it seem like the staff care and can be trusted.

Also things like the staff actually talking and playing with the kids. In fact 
the hospital is now going to budget for positive
reinforcers (bribes). Things like making sure each ward/department has lots of 
stickers, bubbles etc etc. They are even going to
develop proper "certificates" for painful procedures and try and work in 
vouchers for an icecream at Macdonalds to go with them.
(that was my suggestion LOL but I am not brilliant our local pathologist does 
that for Alex already)

So does anyone else have any ideas?? What has helped you guys develop a rapport 
with staff??

Majorities, of course, start with minorities.
-Robert Moses

Keep Looking for Rainbows!!!
Karen, Mum to Alex (6, T-18 mosaic)
Sydney, Australia
http://members.optushome.com.au/karens
http://www.trisomyonline.org

                  Building ___ooOOoo__ Rainbows
                       www.trisomyonline.org
                  Families Helping Families On-line

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