Introducing “Heard at Hartman” our new, ongoing blog feature where we share updates on customer requests and feedback that have resulted in changes, special products, or corrections to our existing materials.
This week: Bedpans!
Bedpans and cleaning bedpans are a necessary, if not necessarily pleasant, part of an NA’s regular duties. Because of this, the topic of assisting with the use of a bedpan immediately made our short list of must-produce videos. We built the set, purchased the bedpan, and our indefatigable “resident,” Lori, was coached by our nurse consultant to perch on the bedpan through multiple camera-placement switches, lighting changes, and imperfect takes. We had our footage for what was to become our final cut. The bedpan video, along with 22 other titles, was launched on our video site to be viewed by scores of future nursing assistants.
We strive for accuracy with our materials so when we do publish or depict something that is confusing or incorrect, we always want to know about it so we can address it. When an instructor contacts us to say she isn’t able to use one of our videos because of the way we’ve shown something, we take it very seriously. Such was the case with our bedpan video. A customer contacted us to let us know the way we showed the NA adding rinse water to a used bedpan from a resident’s bathroom faucet could contaminate the area and that she would not be using our video for this reason. Within a month, another customer expressed a similar concern.
After several email exchanges with our customer, along with research, our editor decided to change this video. Because available equipment can vary from facility to facility, our editor decided to replace this clip with text cards instructing the NA to comply with facility policy regarding cleaning and storing bedpans.
Directly after making the change, the revised video was uploaded immediately to all of our video subscribers. The customer who contacted us initially was happy: “WOW! Excellent. I am very impressed with that. Talk about customer service!!! I can’t wait to show the students.”
While not every comment or critique will result in a change, we always welcome your words, questions, and feedback. You help make our products the best they can be and we’re always ready to listen. Go ahead: be heard at Hartman!