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Nurses balk at bid to guide dealings with patients

In a push to improve patient care and make it more customer-friendly, hospitals are training nurses to be courteous, listen carefully, and check on patients at least every hour. But some nurses say their employers - in an effort to boost scores on patient satisfaction surveys and the revenue that can come with high ratings - have gone too far.

Nurses unions say an increasing number of hospitals nationwide are asking nurses to adhere to standard scripts when talking to patients, down to how often they use a patient’s name (at least three times per shift).

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