My facility just instituted a new one today. NOW we have to give every patient a card that grades the CNA (and of course NT) performance. Were they courteous, did you like their performance (rate it from excellent to unsatisfactory).
On the whole I have no problem with a form for the patient to complain or compliment on the staff. We have those forms anyway (doesn't everyone?). However, this form is given to the pts (not if they ask, just given), every day, to every patient, regardless (including those who are total-care and just not with our reality).
The real crux of my problem is that there is only one facet being graded here. The CNAs performance. NOT the nurses, not janitors, food service or any other category.
Myself, I get praise from patients (many have -to my delight and surprise, as I didn't think anyone actually did this) have written or told my superiors favorable comments on my work -thats a pleasent surprise
but then I always strive to go above and beyond, if time permits.
I don't think its fair though, to force 'em to grade just one facet, every day.
If anything would make me considder looking elsewhere, this is a biggie. The disparity is disheartening.
Ok, I'm off my box now.
Jan 23, '03
"the patients are customers, OUR customers."
WRONG. It is not as though most patients could go to any one of 10 different competitors within a mile and that each facility is aiming strictly at the maximum possible number of customers, hopefully with lines stretching out the door.
Most patients come to your facility because their insurance plan or "the government" will pay for it, or that is where their doc has admitting privileges, and to get their acute healthcare needs taken care of as quickly and as painlessly as possible so they can go home.
Facility workers are supposed to have particular skills and abilities and, those who are professionals, work within their professional standards of care--regardless of whether the patients would prefer that they behave as personal servants, waitpersons, secretaries, or whatever.
There is no reason to go out of one's way to offend the maximum number of patients, but on the other hand, most patients have no idea of what we are doing overall in our jobs, what we need to be thinking about and assessing, what ongoing planning and priority-setting we always need to be dealing with--things that may preclude our giving that particular patient ALL our attention ALL the time, as many would wish. They are in no position, therefore, to "evaluate" us in terms of our performance. That is the position of supervisors who are supposed to be in touch with our patients and their charts and noting how well or how poorly they are being taken care of.
Of course, most of these evaluations are simply thrown away, after being scanned for obvious "problem employees," since their primary purpose is to give patients the (unfounded) impression that the facility actually cares about them. (Just like the similar evaluations in fast food restaurants.)
But to return, after this extended digression, to the original post: What does your union say about this? If you don't have a union,you clearly need one to protect your interests, since a facility can easily misuse (or falsify) this kind of information to suit its own purposes. (You don't think this new policy was instituted to help YOU or your co-workers, do you?)
Last edit by sjoe on Jan 23, '03