![]() Fortunately, my mother was with me and spoke for me telling the nurse, “Her baby is in ICU.” The nurse snatched up the paper and said, “Oh, I didn’t know. I was trying desperately to hold it together. My words stuck in my throat like a huge lump. Seeing the unsigned infant release form, she turned to me and said in an irritated tone, “Why didn’t you sign this? If you don’t sign this, we can’t send your baby home with you.” I could not speak. Period.Īfter a few minutes, the nurse came back into the room to collect the papers. Her job was to get the signatures and get me out the door. How could I leave my baby behind if the left hand didn’t know what the right hand was doing? Obviously this nurse had a task to do and that was it. It gave me every indication that she knew nothing about me or my baby. But handing me that document was insensitive. On the surface, it seems like a small thing. I didn’t sign that document, knowing it was given to me in error. This was a mistake of course, because my baby was in the NICU and would not be discharged for days. In the packet of papers she had inadvertently included a document authorizing discharge of my infant. A nurse I had never met came into my room and handed me the requisite discharge paperwork to sign. A new mother does not want to leave the hospital empty handed, and yet that was what was needed for her well-being.Īs I packed up my things to leave, it took everything in my power to keep from breaking down. The nurses on the postpartum unit and NICU had been compassionate and sensitive to my fragile, worried state. I had had amazing care through my entire labor, delivery and postpartum period. I had just given birth to my third child who had arrived almost a month early and had a collapsed lung requiring a chest tube and intensive care. When I think of a botched last impression, my mind goes to the awful day when I had to leave my newborn behind in the NICU. And when companies realise when to consider a telephone answering service that actually cares for their customers, the time wouldn’t be far when they’d attract a lot more customers. Whether it is on the phone or during a face-to-face encounter with patients, ending the encounter on a positive note helps define the overall impression. It’s the last impression that can put the finishing touches on the encounter or leave the patient hanging – unsure about what is happening. We’ve all heard the saying, “You never get a second chance to make a good first impression.” While there is truth in that statement, let’s not forget the importance of the last impression. ![]()
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