Customer Service Model - page 2

by jadelpn 5,486 Views | 23 Comments Guide

I beg to differ. When nurses are forced to focus a large amount of time in their day to customer service "Thank you for letting me take care of you" models, can it dumb down nursing practice? Further, are we dumbing down our... Read More


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    Quote from middleager
    No doubt there are extremes, no doubt the physical welbeing of the patient is the most important, and no doubt administators then to take things to the extreme, but one cannot deny that it takes money to run a facility and pay wages, one cannot deny positive experiences in any field help drive that income. Step on the other side of that equation, the meal was great so how it was delivered has no bearing, I fixed your car so customer service is really a mute point, you came here to buy gas so why would you expect me to be polite and thank you. While they are extreme and there is a big difference between the skills and education of nurse to a burger cook, the concept has some application. The emotional welbeing of a patient has been proven to have an affect on patients recoveries. While admin may be overboard, it is not entirely irrelevant. Given the pressures a nurse is under, some of these efforts, while burdensome, may fill in when a nurse is so preoccupied with the physical that the rest gets lost. Lynch me if you choose but my intent was not to dismiss but to give thought
    But this is all assuming that a nurse has not a clue how to be appropriate, focused and have dignity for a patient. It is also assumng that a patient would not have any idea that we are spouting off a scripted verse. A new graduate needs to learn how to communicate with a patient accordingly--we all did. But "Hi welcome to --insert fast food joint here--how can I help you?" Is ENTIRELY the same as "Hi I am leaving you in the capable hands of Nurse such and so. She has been a nurse for a really, really long time and her interests include......" Cross between a chain store and a personal ad......
    carolinapooh likes this.
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    I understand and agree sometimes it is taken to an extreme and crosses to "geeky" but often the "script" is implimented to instill or reinforce a mentality or phylosophy. If you review the posts many were challenging the concept of customer service not just the mechanics such as "scripting" The "I am here to save your butt not kiss it" is a mentality that like it or not runs counter to the business of healthcare today. I heard an advertisement for Rush in Chicago today talking about private rooms, state of the art facilities so nurses can monitor without waking, private nurses rooms for patient privacy and quiet. If a potential heard that mantra and save not kiss, which do you think would attract the most patients. Then there is this, the patient pays the bill, large bills, if you review the posts it is not hard to imagine how that manifests itself to the patients. the script is a reminder or reinforcer.
    Anonymous865, chare, and NRSKarenRN like this.
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    Quote from middleager
    No doubt there are extremes, no doubt the physical welbeing of the patient is the most important, and no doubt administators then to take things to the extreme, but one cannot deny that it takes money to run a facility and pay wages, one cannot deny positive experiences in any field help drive that income. Step on the other side of that equation, the meal was great so how it was delivered has no bearing, I fixed your car so customer service is really a mute point, you came here to buy gas so why would you expect me to be polite and thank you. While they are extreme and there is a big difference between the skills and education of nurse to a burger cook, the concept has some application. The emotional welbeing of a patient has been proven to have an affect on patients recoveries. While admin may be overboard, it is not entirely irrelevant. Given the pressures a nurse is under, some of these efforts, while burdensome, may fill in when a nurse is so preoccupied with the physical that the rest gets lost. Lynch me if you choose but my intent was not to dismiss but to give thought
    I really enjoyed this comment because I was thinking the same thing myself. Granted, I would much rather not have to be nice to people most days. I would rather just do my job without having to cater to the often disturbed or illogical "feelings" of the people around me. I would rather not have to put up with the ungrateful patient/family who cannot appreciate the fact that I am, for example, wiping poop off his butt while he acts like I don't deserve simple civility.

    However, sometimes, I am grateful for the "script" or versions of it (that, interestingly enough, I learned from school rather than the hospital) because, without it, I very well might have lost it with some of my patients/family. And, let's face it, that really isn't going to help their outcome. Furthermore, unfortunately, while most of us don't need the script to say the right thing, there are some in our profession who actually do. Since we already act accordingly anyway, maybe we can not take it so personally (ie, "they think we're so stupid that we don't know what to say!") and just take it as constructive assistance for those who actually need it. C'mon, you can't tell me you haven't met a nurse who could use one or two lessons in basic manners and social interaction.
    carolinapooh and Akewataru like this.
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    All that nonsense just makes me want to vomit.
    carolinapooh, jadelpn, and Sisyphus like this.
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    Quote from monkeybug
    Oh, but don't let a nurse manager or admin in the US hear you say that! We're supposed to be better than a hotel. In fact, our reimbursement is going to be tied to patient satisfaction. If that's not a case of the inmates running the asylum, I don't know what is. If you are a non-compliant diabetic, good nursing care dictates that I not provide a slice of chocolate cake with an ice cream chaser, but patient satisfaction says I should. And now, we'll be dinged if the non-compliant diabetic goes home unhappy but alive. At least if they're dead they can't complain, I guess. It puts nurses in an impossible position.
    Amen..

    We do courtesy calls within 24 hours after discharge. The calls are automated, but if there is an untoward comment, it goes to a manager or charge nurse who has to return the call. How do they know there is a disgruntled person? They have to carry a pager!

    Well, I will be getting a disgruntled phone call this week. I'm the poor sucker that has to carry the pager AND I do discharges.

    I d/c'd a pt last week, who was a very negative person and was difficult to discharge. As a courtesy, even though I was freaking swamped, I offered to fax in her script which I did and as I always do, gave her back the hardcopy. As you can imagine, my fax said it went through and when she got to the pharmacy, apparently it did not. She was so mad, she didn't even give them the hard copy and wait for them. Instead she went home without her meds and called us to complain.
    carolinapooh and jadelpn like this.
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    It's not called "dumbing-down", sounds too harsh. Lets call it "streamlining" so everyone is one the same page here.

    Its not called "cheerleading", it sounds too unprofessional. Instead lets call it "synergy".

    This is what I think goes on in the mind of admin as they roar about "customer-service". I swear I think on of our big-wigs used to be a district manager for McDonalds.
    carolinapooh and jadelpn like this.
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    Most customer service models involving such things as scripting, rounding logs are put in place by those that are not at the bedside. They have no concept of what the nurse at the bedside does. They have little to no respect for the nurse taking care of the patient. Administrations want the patient to have a perception of good care. Sadly perception and reality are not one and the same.
    If only they would be as concerned with safe staffing ratios.
    kalevra and jadelpn like this.
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    If we can figure out a way to show them that safe staffing ratios actually MAKE or SAVE them money (and strict logic says they do: better staffing = more time to pay attention to detail and must = lower HAI, fewer falls, fewer pressure/skin problems, etc, which all = less money the facility absorbs) they'll be on that in a second.

    HEY - I GOT A MASTER'S THESIS IDEA OVER HERE FOR THE TAKING!! Should've kept my mouth shut!
    jadelpn likes this.
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    Quote from Tina, RN
    I think it "dumbs" everyone down: Us, patients, families, the whole facility. As mentioned in OP, how many times can a patient hear the same stupid script? It makes us all look like the geeky kid trying desperately to impress the popular kid.
    It's worse than that. It makes us sound like dithering idiots who have to be told what to say. I mean, we are ONLY NURSES... (*sarcasm sarcasm*)
    tokmom and jadelpn like this.
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    Quote from Novo
    I think this is generally a product of privitized healthcare where profit margins trumph patient care. Here in Canada patient satisfaction is a foreign term, something I hear of only when I visit this forum. Public healthcare emphasizes family/patient-centered care which focuses on doing things that are in the best interest of the patient. Our job as healthcare providers is to return you back to optimal health so that you are able to intergrate back into society. I'm still shocked when I read that patients fill out customer service surverys after discharge, how bizarre.

    A hospital is a hospital, not a hotel.
    Public hospitals (state and federal - read into that what you will) in this country are embracing it too. It is not limited to private hospitals. Not every hospital in the US is supported as a not-for-profit institution, maintained mostly by revenue. We still have 'county' hospitals and state hospitals, such as those attached to large state universities.

    And we have military/VA hospitals. As I was saying, read into that what you will.

    They're ALL starting to do some aspects of it here.
    jadelpn likes this.


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