Funniest Complaint on Press Ganey Scores

ND76 · Mar 4, 2007

My all-time favorite was the one where the pt complained that we had served him oatmeal instead of Cream of Wheat.

Agnus · Mar 4, 2007

Nurses were cheerful. I kid you not. Pt complained because the nurse was cheerful and the pt had just received some sobering news about thier diagnosis. Not we all received warning not to enter a pt's room cheerful. HUH?

GardenDove · Mar 4, 2007

Nurses were cheerful. I kid you not. Pt complained because the nurse was cheerful and the pt had just received some sobering news about thier diagnosis. Not we all received warning not to enter a pt's room cheerful. HUH?

I hate to be a killjoy, but I think that's a valid complaint. I don't think it's alway appropriate to be bubbley and cheery in the face of some of the serious situations we deal with.

GardenDove · Mar 4, 2007

No one answered my question about what Press Gainey is, btw.

psalm, RN · Mar 4, 2007

...our ER used to give vouchers if pt. wasn't seen in 30 minutes. Vouchers were for 2 movie tickets, or to a restaurant. Stupid!!

imenid37 · Mar 4, 2007

I posted this on the other PG thread but:
My current assignment is in a very "entitled" section of S. Florida.
I had an elderly pt have a literal melt done - I thought that I was going to have to sedate her. She was in a panic fit over how hopelessly inadequate the facility was, how awful the nurses were, how nothing is done for the good of the pt but merely at "our" convenience.
Her issue:
There was no cupholder in the bathroom for her oral hygiene use.
Oh, the inhumanity of all.
(Of course she was also ticked that it takes 90 minutes for abx to run IV - and can't we move it up 12 hours....it was vanco.....When I explained why this was no appropriate, she had another melt down about why can't we do stuff for the "good of the pt")

The ER is not the Hilton, the patient has the mentality of Paris Hilton. Many ears ago, an elderly woman c/o'd that she wanted to be dc'd now or she'd miss Days of Our Lives and the TV lady had turned her TV off. If I miss it today, she told the nurse, your supervisor will hear abou it! Oh to have such weghty concerns!

NurseBean · Mar 4, 2007

Those PG reports are such nonsense. I think that this whole customer service, the customer is always right notion of hospital nursing has gotten out of hand. It's one thing to empower pts to speak up for themselves with regard to their care (which I think is a good thing) but it's gotten ridiculous. Some pts act like we are waiters who are their to cater to their every whim, and then get annoyed when we "bother them" with our assessments or IV medications while they are trying to nap! I've had pts literally complain because the compression booties were unpleasant and uncomfortable. I wonder how comfortable he would have been with a DVT.

On another note, We actually got a few good comments on the "yummy snacks" we served in the ER. No joke! That was what the patients remembered about their visit to the ER. One even wrote, "thanks for the pudding!" I had to laugh and think, oh, sure, that's what we are here for- all your snacking needs.

Monica RN,BSN · Mar 4, 2007

those are funny.
[color=#483d8b]at our staff meeting yesterday, our supvr. wanted to talk about our pg results. she started off by saying they were good, we all said " we don't even care and we don't want to hear abou them". she looked a little shocked for a minute but then moved on to the next item!
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[color=#483d8b]we've had it with pg...
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what is pg? clarify please :confused:

GardenDove · Mar 4, 2007

What is PG? clarify please

I think it's Press Gainey, and I don't know exactly what that is. I've asked twice here. Is a pt survey tool?

morte, LPN, LVN · Mar 4, 2007

a patient satisfaction survey, given to patients to fill out and send back...never saw one,,,it sounds like they are more aimed at the hospitalty industry....

MS._Jen_RN, ASN, RN · Mar 4, 2007

I think it's Press Gainey, and I don't know exactly what that is. I've asked twice here. Is a pt survey tool?

Yeah, it's eighter by paper or phone and the patient answers questions like "I feel the staff at the hospital cared about my discomfort." They answer on a scale like "Totally agree, Agree, Somewhat agree, Neutral, Somewhat disagree, Disagree, or Very much disagree" Some of the questions are silly, some can be misread and propably don't measure what they were intended to. Our survey isn't PG it's Gallop, but same idea.

~Jen

allnurses Guide · Mar 4, 2007

I think it's Press Gainey, and I don't know exactly what that is. I've asked twice here. Is a pt survey tool?

Press Gainey is a professional rating company, that sends out surveys to all patients, with several pages of questions that cover every department, mostly with scaled answers but also room for handwritten comments. They collate all the answers and give us grades, just like in the first grade. 79% happy, 85% customer satisfaction, etc. They charge the hospital an arm and a leg to tell us how we are doing, where to improve, what we do wrong; and administrators pay more attention to that than they do to their staff.