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Playbook 4 min· foundational
Floor support — day one priorities
Who to greet, what to watch, when to step in.
When to use
First shift of a go-live on a new unit.
Steps
- 1Greet the charge
Introduce yourself within five minutes of arrival. Ask for the day's anxieties, not the night's.
- 2Map the floor
Walk the unit once. Note workstation locations, printer status, and the busiest two roles.
- 3Watch two workflows
Stand near, don't intervene. Note where users hesitate.
- 4Step in once
Offer one small assist early. Sets the tone that you're approachable.
What to say
- 'Hi, I'm here to help. What's the most stressful thing right now?'
- 'I'll stay near this station for the next hour — wave me over.'
- 'I'll watch a couple of workflows first before suggesting anything.'
What to capture
- Charge nurse name + contact
- Two busiest roles on the unit
- Workflows where users hesitated
Common mistakes
- • Talking too much in the first hour.
- • Standing behind a clinician.
- • Skipping the charge handshake.
When to escalate
If a workflow stalls more than two clinicians in 15 minutes, escalate to the unit lead.