And for that, I’m super happy. 🙂
It could be because I gave them what they asked for quickly.
It could also mean that I remember the small things that they like and repeatedly deliver it. For example, a patient likes his blankets straightened out so I’ll make sure to straighten it every time he calls. Or if someone likes their ice and water separately. Or wants a straw or not. Or the door closed. Or making sure they are getting pain medication at the appropriate time.
Or even more importantly, if they tell me about an abnormal sign or some problems, I act accordingly (speaking to other nurses, the charge nurse, the PA, etc) and resolve the issue.
I do think that it does start top down — the right management attitude, the appropriate beds clustered together so that the nurse taking care of the 6-7 patients isn’t too overwhelmed, the support received from management, other nursing staff, pharmacy, environmental, transport and the doctors (especially when they are thorough with their explanations with the patients and their families)… it all comes down to teamwork and everyone doing their part!! 🙂