Does Your Unit Director Do This?

We have a new customer satisfaction thing that just came out...get a load of this:

1. All phones will be answered on the 3rd ring ...BAHAHAHAHAHA
Then get us a secretary on each shift so that we don't have to
forward the phone into the unit somewhere.

2. In the clinics, there should only be a 15 minute wait time. If
the person complains, you should find out how much longer
they will be waiting, offer to reschedule (like in 6 months ),
and then offer them refreshments and something to read....
I figure we will not ever get another raise as all the money
will be tied up in refreshments.

3. Each UM has to interview 3 clients/families a day. If there are
complaints she has 4 hours to resolve it. Isn't that a scream!

I have to agree with wildtime on this one. I was speaking with my (computer work) husband about this. It seems now that on a really good day, you may actually have time to watch someone swallow the medicine you give them, but God help you if they don't already have a glass of water and you have to get it for them. I've seen many days that were just that bad.
Michelle, working in CC must give you more available staff. If you work a floor with 3 warm bodies and 25-30 patients, exactly who is supposed to be "freed up" to take care of those needs? It's not a question of these being minor needs. When you're uncomfortable, an extra pillow can make all the difference in the world. But it takes a very low priority for the staff who are chasing dry IVs, puking patients, incontinent patients, acute pain, shortness of breath, etc. When you prioritize what you have to do (usually in your head as you run down the hall), a pillow ALWAYS comes in last to patients in acute distress.

Michele,

Sorry I mispelled your name.
When I say chasing dry IVs, have you never followed a shift where all the IVs seem to be beeping "EMPTY" as soon as you come out of report?
I'm glad you do your job well and care for your patients as you do. I'm glad the shift you follow wasn't so busy to the point that IVs are full and patients aren't screaming cause they didn't have their needs met last shift. I'm a burnout case who has left nursing after 10 years because of issues like this.
I wish I could say that while still working, I was always able to check my IVs every hour, I wish I HAD an LPN to give pain meds for at my last job. Unfortunately, the floor was split so that LPNs had a full patient load same as RNs (not together), but the RN had to do her own work for her patients plus cover the LPNs IVs on another group of patients entirely.
And you haven't lived until you've asked a Charge Nurse at a facility you are new at to go sit with a patient while you call the doctor cause there's major problem and you don't want to leave her alone (and this is at the beginning of your shift, you were called to the room by family as soon as you came out of report, haven't seen ANYONE yet). She does so, then comes back to the desk and tells you the patient isn't breathing and she's fresh out of school never done a code and wants you to go to the room and lead....
Needless to say, by 10am (this was day shift) I still hadn't seen ANY other patients, given any other meds, done ANY assessments on other patients (except the am admit for surgery)
and that's the day I quit that facility.
It wasn't worth it.
No every facility/job isn't that bad. But there are also worse places.

Staffing by acuity would REALLY be helpful in the instances mentioned here. Everybodies happier when you have appropriate staffing--and nobody is w/o it, IMHO

If a staff nurses researches this option, presents it in a professional and persuasive manner to people in management who care (there must be some one!!), and/or have the political power to influence change, it might just have a chance.

Wow, what a tough situation you have. From my experience in similar circumstances, I would approach this from the view point of reaching mutual understanding and then working with your director to improve customer satisfaction. You will get further with her if you approach this with an attitude of being concerned for the patients -- possibly by saying, "I want the best for our patients, too, but I'm finding it difficult to meet their needs given the time constraints. Could you please help me to identify ways in which we could work more efficiently?" I wouldn't tell her that you are understaffed and that's the bottom line -- let her come to that conclusion. Remember, people in those positions like to be the ones to solve the problem -- it makes them look and feel good. Initially, it's easy to react defensively, but it usually does not provoke a cooperative response. Remember that your goal is to provide optimal care to your patients and this is most likely to happen when there is cooperation and understanding between management and staff. Even though it may be difficult right now, assume that your director wants the best for the patients AND the staff. Good luck and let us know how this turns out.

And no, I am not in management!

I have been a floor nurse and a unit manager. I have always tried to listen the the complaints of patients and their families. Sometimes, all it takes is for someone to listen. We can't always "fix" the problems, but we can take the time to listen. Often, the nurses who are on the floor are so busy that they may not have the time to stop and listen to an angry or upset family member for 20 minutes.

A manager, whose time may not be a structured, has the time to stop and listen to the patients/ families. If the patients/ families feel that they are being listened to, sometimes that is all it takes. What the manager decides to do with those complaints is another matter. It sounds as though you manager may need to work on her "people skills" a little bit!!

Something that I found works very well is the "preemptive strike". When walking by a patient's room, try just sticking your head in and asking if there is anything you can do or get for the patient. Yes, I know that this can sometimes turn into a 20 minute excursion. However, if it's not a good time for something prolonged, let the patient know that and tell them that you will return, or ask another staff member to help that patient to the bathroom or assist them with their TEDS stockings, etc. I know that sounds sort of cutesy and like something out of a first year nursing text book, but it really does work. I have found that it cuts down on the call bells going off, as well as the number of complaints!