Should I say something?

A woman had heart surgery last week. It was an extensive, 8 hour operation. As part of her recovery, she was sedated for 24 hours afterward. This lady is a pleasant lady with a very easy going and friendly personality.

The following day, as she began to wake up and become more aware, she realized that she was going to be dependent upon people to take care of her for a couple of days. Fair enough, she just had major surgery.

From what I have witnessed and from what I am told, you're really not thinking clearly right after surgery. You do your best, but for a day or two, you're just trying to recover.

This lady had asked the nurse for something and the nurse's initial response was "you know, please and thank you go a long way around here."

"What?" thought the lady. " I didn't mean to be rude, I didn't even think about saying please....it took all of my energy just to get the words out."

She shared the story with her daughter who immediately went to the nurse in charge and told her about what happened. She was a little reluctant and thought "should I say something?" Instinct told her that she should and she was happy that she did.

I told her that it was very important that she say something. People who work in hospitals from day to day sometimes forget that this is a new and often frightening experience for patients. Their sensitivity for the patient's situation becomes non-existent because as a professional, they go though it every day. The only way that they will continue to understand a patient's point of view is if we share it.

Many people are reluctant to speak up for themselves or express their feelings, because they think that as a result, they will get mistreated, instead of better treatment. "It's all in the approach" I said. If you come at them in a confrontational manner, then yes, they may get offended. But...if you start by saying "I just wanted to share something with you and I hope you will understand my point of view...." the person on the other end will tend to listen and not get taken aback.

"If we don't express how we feel, how will the customer service ever improve?"