Customer Service Model - page 3

by jadelpn 5,404 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


  1. 2
    I was present at a meeting for staff to give their 2 cents to their floor director.

    1. When the RNs asked for more help such as hiring 1 or 2 CNAs to helpd with ADLS, the response from admin was " RNs in other states do more with less staff". ( FYI, CNAs no longer exist at my facility)

    2. When the admin was asked about patient health and satisfaction the admin response was " use your communication skills to inform them what you are doing/when you will be back/ etc". (FYI, this is already done)

    3. When asked if unit secretaries will disappear like the CNAs did the admin answer was "NO, but we will CONSOLIDATE resources as needed". ( I think this means were cutting down, but not all)

    In all honesty, the summary to this whole meeting was "RNs need to work harder". Felt kinda insulted really.
    tokmom and jadelpn like this.
  2. 0
    Why is "Customer Service" and Health Care used in the same sentence? Health Care should NOT be treated like a spa or hotel. Patient satisfaction scores should be based on health/medical care only, not based on TV channels, soda's, if the nurse waited on the family or if the nurse gave the diabetic a piece of cake. It seems like nurses can't really nurse,They have to spend time doing little meaning less stuff,they have to give in based on a score and that's wrong. When ever I was in the hospital what did I care about? Can they fix my problem?, what can they do to fix it?, was the staff friendly?,did they explain things to me that I don't understand? When can I leave?? If I got great "CARE" that's all that mattered to me. That's what the "score" should be based on. Who ever thought of the "Customer Service" model needs to have their head checked!!!
  3. 1
    Quote from kalevra
    I was present at a meeting for staff to give their 2 cents to their floor director.

    1. When the RNs asked for more help such as hiring 1 or 2 CNAs to helpd with ADLS, the response from admin was " RNs in other states do more with less staff". ( FYI, CNAs no longer exist at my facility)

    2. When the admin was asked about patient health and satisfaction the admin response was " use your communication skills to inform them what you are doing/when you will be back/ etc". (FYI, this is already done)

    3. When asked if unit secretaries will disappear like the CNAs did the admin answer was "NO, but we will CONSOLIDATE resources as needed". ( I think this means were cutting down, but not all)

    In all honesty, the summary to this whole meeting was "RNs need to work harder". Felt kinda insulted really.
    This is not unusual. I am curious as to what "other" states and/or facilities do so much more with so much less. Oh, that and the undercurrent of how "well paid" everyone is.....
    kalevra likes this.
  4. 0
    The concept is great; the application is wrong. I appreciate excellent customer service, as does the next person, I'm sure. Hospitals might have a better chance at pushing the excellent customer service initiative, WITHOUT the scripted lines. For most things to work well, the people doing it have to believe in what they are doing and I don't get that vibe here, which is a fail for the hospitals.

    It might work better if employees are kept reasonably satisfied, which in turn passes on to the patients. I think it's laughable. because inasmuch as our hospitals push the scripted lines and all, they still get grumpy reviews, mostly. You can just tell the lines are scripted and not genuine, further upsetting the patient even more, because they can see through that.LOL.

    But again, the concept is great just wrongly applied.


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