“Scripting” in healthcare describes specific phrases that caregivers use to increase patients’ understanding of the care, improve perceptions of the hospital, communicate reasons behind actions, etc. Quint Studer often talks about “key words at key times,” which are simply mini-scripts. Examples include saying, “for your privacy” to patients when pulling a curtain and, “I have time” after asking if there’s anything else we can do.
Scripting the Patient Conversation
August 22, 2019
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