I had a patient advocate come up to me in a hospital that had a coffee machine up and ready in the hallway of a Telemetry-Medical/Surgical Unit, and say,...
"The husband in room (whatever) requested a cup of coffee with 2 sugars from a CNA, they never brought it back-you know their one of the board members friends," making a face of "just between you and me."
I was holding a central line kit I had run out for as the CNA held my 400 lb Unresponsive patient on their side for the MD to insert who was getting ready at the scrub-sink.
I said "Wonderful, did you show him our complimentary coffee area? The CNA is wrapped up right now, and it was unexpected."
Looking disappointed with my answer she quipped, "Can you explain that to Mr. (more important than whatever your doing), it will only take you 30 seconds?"
I told her, "If this is so important right now- why couldn't you just grab him a cup- I got to get in here."
Advocate's voice grew louder, "Because," she said condescendingly, "It's my job to 'train' hospital staff on important patient relations issues-Not to waitress!"
I just smiled as redness spread across her face. "I think you get it now, huh?"
I wish I could tell you my Nurse Manager agreed the Central Line took precedence, but she came out of her office, opened the door to our room where the MD, CNA, and (Me) stood, and said "When you finish here, could I speak with you in my office(to assistant)."
She was sent to apologize (coffee in hand). If I could go back to that day and jump on a soap box I would, but I silently went on with my shift, and didn't renew my next month's contract.
I wish patients knew the difference between Medical Centers with high patient satisfaction- and one with great OUTCOME percentages
Sorry about soap box, but OTHER ideals and entities are making Nursing change- not 'us.' The extra crap does affect care level, and facilities are forgetting what is priority in the name of Patient Satisfaction.