This week on our lovely “sheeew”—we talk about a customer service practice that is now being used in the healthcare field. It’s called scripting and rounding. In the corporate world scripting and rounding has been part of the customer service model for giants like Disney, major fast food chains and many five star hotels. Now—healthcare? Could this lead to the question, “Mrs. Smith would you like fries with your medication?” Or how about—“Here’s the key to the mini-bar and if you prefer you can go to the nurses station for your ice and extra towels.” What’s scripting and rounding all about? RN DeAnn McEwen gives us a “spirited” overview!