Lauren Bottoms
December 2020
Lauren
Bottoms
,
RN
Maternal Child Health
Dignity Health Marian Regional Medical Center
Lauren again apologized that his food went missing and that she would like to buy him his previous order for the mishap. Lauren took his order and went to Jack in the Box.
It was reported to Lauren that the patient had her baby belongings missing from when she was admitted on Thursday. This bag contained baby items such as a baby blanket, clothes, and a cell phone charger. Friday, their family was dropping off food and another cell phone charger and neither of those items made it to the patient, again. They are upset that this has now happened twice. They don't have a charger for their phone but Lauren was able to find one for them to borrow. Lauren went down to the ER entrance as well as the reception desk at the front and talked with a tech and RN and they searched around that area for the bag. Lauren requested that the UC go to the Pediatric closet and was able to give them a baby outfit and blanket.
Another patient called out saying that her mother-in-law had dropped off food for the FOB over 40 minutes ago and the food still had not been delivered to their room. Lauren called down to the front desk where families are able to deliver items for the patients. The front desk informed Lauren that the food was delivered to the room shortly after it was dropped off. Unfortunately, it was delivered to the wrong patient! Lauren went into the patient's room to apologize that they did not receive the food that the family had delivered. She offered to go downstairs to get him breakfast from the cafeteria but realized the cafeteria was now closed (this was 10ish). Lauren asked what it was that was delivered and the FOB said it was Jack in the Box. Lauren offered to go and buy him what his family was dropping off. The patient said that Lauren didn't have to go and get it for him although he said he was looking forward to his Jack in the Box breakfast. Lauren again apologized that his food went missing and that she would like to buy him his previous order for the mishap. Lauren took his order and went to Jack in the Box. They were very appreciative when Lauren arrived back with his order. This is an excellent example of the importance of listening and service recovery. Lauren went over a beyond for this patient and her family.
Another patient called out saying that her mother-in-law had dropped off food for the FOB over 40 minutes ago and the food still had not been delivered to their room. Lauren called down to the front desk where families are able to deliver items for the patients. The front desk informed Lauren that the food was delivered to the room shortly after it was dropped off. Unfortunately, it was delivered to the wrong patient! Lauren went into the patient's room to apologize that they did not receive the food that the family had delivered. She offered to go downstairs to get him breakfast from the cafeteria but realized the cafeteria was now closed (this was 10ish). Lauren asked what it was that was delivered and the FOB said it was Jack in the Box. Lauren offered to go and buy him what his family was dropping off. The patient said that Lauren didn't have to go and get it for him although he said he was looking forward to his Jack in the Box breakfast. Lauren again apologized that his food went missing and that she would like to buy him his previous order for the mishap. Lauren took his order and went to Jack in the Box. They were very appreciative when Lauren arrived back with his order. This is an excellent example of the importance of listening and service recovery. Lauren went over a beyond for this patient and her family.