I love to be constantly on the move at all times, and recovering from knee surgery is anything BUT running around. Confined to my chair in the front of the ER with minimal walking has helped me heal, and is fondly referred to as my "penalty box", as it separates me from full patient care and "playing" with my coworkers.
While not the most exciting part of the ER, I have been able to draw great insight from the last weeks up front and had a little time to take a "time-out" and reflect. I recognize that every day presents an opportunity for growth. Being new to this role in the department it was an opportunity to really learn my strengths and weaknesses, reassess, and try again the next day. There was something to take away each day even if it wasn't taking the most critical patient in the department.
The second was the value of a first impression.
When you walk into the doors of the ER you typically don't feel well. You're scared, you're nauseous, your head hurts...etc. You pass through the metal detector and have to be cleared by security to then approach the nurse's desk for assessment and admittance to a room. This can be a scary passage for the patient, and at times an overwhelming position for the nurse when there are no beds available and the waiting room is filling up with multiple patients waiting to be checked in.
I am the first healthcare provider you meet. You are uneasy and uncomfortable and the least I can do is give you a smile and assurance that I see you, I care, and I am going to help you. It doesn't do you any good if I appear annoyed, angry, or frustrated, or if I don't treat you with respect and kindness. While it can be a high tension position with lots of emotions in the waiting room, it helps you if I remain calm and listen to your concerns.
Perspective is everything.
From the eyes of the nurse I want to make sure no one needs immediate life-saving intervention; however, if I had my loved one in the waiting room, I too would be anxious to have them seen first and ensure the nurse didn't forget I was sitting there. Fear not, I see you, but only have so much control over the accessibility of beds and higher acuity patients are seen first.
You sometimes yell, you sometimes lash out, you can be rude, you may have left the emesis bag behind, you may pace angrily, you may even choose to leave, but I promise I will be kind to you. I promise not to yell at you, I promise to give you a fresh emesis bag, I promise to respect you, and I promise to listen. I will watch you and assess you and intervene when necessary. I will advocate for you and I will get you a room as soon as possible. I will smile and I will remember that no one ever really wants to come to the ER.
In the front or in the back I promise to remember the last three weeks. I will smile, and make it a point to make sure you are informed, aware, heard, and cared for.
I promise to treat you like I would want to be treated if I walked through those doors.