Choosing When to Speak Up
■ It only wanted to say it had arrived
At the nurses' station, Oshiro was on the phone with Dr. Tanaka, taking notes. Hakobukun arrived. "Your medicine has arrived! Please sign for it!" Oshiro covered the receiver: "Can't you see I'm on the phone?" Hakobukun asked again, and even Dr. Tanaka on the line said, "Huh? What?"
■ Interruptions stop the work
An article on research about hospital robots describes a delivery robot announcing its arrival to a staff member on the phone, and getting sharp words back. A study of robots in a hospital (University of Wisconsin) also found that medical units are less tolerant of interruptions. Notifying people is right. The problem is the timing.
■ Conclusion: If their hands are full, wait beside them
Now, if someone is on the phone, Hakobukun waits quietly beside them. Only urgent medicines ping the nurse's device. "I waited until your call ended." Oshiro pats it: "Thanks for waiting."
When to tell people becomes as much part of the job as what to tell them.
