Lack of "customer service" as beneficial factor for chronic disease process? - page 6

I observed the following clinical scenario several times over the last few months and wonder if it is just episodic events or something more. There is a type of patients who openly abuse acute... Read More

  1. by   TriciaJ
    Quote from azzgirlRN
    It appears you have discrimination and prejudice mixed-up with quality patient care. Patients do not have the RIGHT to demand and then recieve whatever they want when they want it. Patients are patients because they need medical treatment, either acute or chronic, not the spa experience nor the service one would expect as the guest of fine hotel. Of course, clean sheets, towels, personal hygiene needs to be taken care of, as well as diet (per Dr orders), and the dignity and respect that ALL people require. I get the impression that you are not a floor nurse anymore. I am there to get the patient well, then home, not to invite them back for another visit because they enjoyed the experience so much that they want to repeat the event.
    This is right on, and what's wrong with the whole thing. The Hilton WANTS you to keep coming back because they get reimbursed (with your credit card) every time. You are much less vulnerable to a whole host of nosocomial problems at the Hilton. You cannot ring a bell at the Hilton to summon someone to wipe your butt.

    For hospitals to think they should use the same business model is totally out to lunch.
  2. by   TriciaJ
    Quote from SpankedInPittsburgh
    Really the "Disneyland Model"?!?!? I totally made that up & never thought even any hospital "leader" would be plain stupid enough to apply such a thing. WOW never underestimate the stupidity of nursing or hospital administration I suppose. What's next are we gonna dress up like Goofy and Snow White and sing "Its a Small World After All" over & over again like that strange, hellish ride at Disney? Come to think of it sometimes my hospital does resemble Disney. A bunch of fat oldsters waiting in line forever often for something they don't need or shouldn't have
    If we sing the Small World song while we hand out turkey sandwiches and Dilaudid, maybe they'd be less likely to come back.
  3. by   SpankedInPittsburgh
    Nope anything with liberal doses of dilaudid merits at least one return trip
  4. by   canoehead
    You all seem to think that the hospital wants to maximize health and minimize readmissions. NOPE. They want to maximize profit. Profit, profit, profit. So if that means beds that will turn you, and massage, and wipe your butt on command, and drugging the entire populace. that's what they will do, so long as its legal. Nurses and the hospital business are working at cross purposes, that's why our jobs are so stressful.
  5. by   SpankedInPittsburgh
    Well said Canoe
  6. by   angeloublue22
    As an addiction nurse, who has to deal with these behaviors on a fulltime basis from almost all of my patients. Yeah, THOSE patients that give you all this trouble, those are my bread and butter. I agree with you whole heartedly. We actually know a patient is more serious about their recovery when they have used all their chances and finally start to "humble themselves." Bending over backwards for them just seems to promote their behavior. I seriously wonder if they just try to see how much they can get out of us and see how much control they can wield. It comes from not feeling like they have control in their own lives but staff is something they feel they can control for the little time that they can interact with them. I don't stand for it, being firm but fair is one of the best ways I've found to deal with these patients. It's also part of setting boundaries. It would be great if someone could do a peer-review study about this issue and use it to discuss the validity of patient-customer and surveys related to actual health outcomes not just if they feel happy about the service they received.
  7. by   TriciaJ
    Quote from canoehead
    You all seem to think that the hospital wants to maximize health and minimize readmissions. NOPE. They want to maximize profit. Profit, profit, profit. So if that means beds that will turn you, and massage, and wipe your butt on command, and drugging the entire populace. that's what they will do, so long as its legal. Nurses and the hospital business are working at cross purposes, that's why our jobs are so stressful.
    Of course they want profit. But they don't seem to get what undermines it. If Medicare doesn't reimburse for falls, CAUTIs and readmission within a certain time frame then profit goes out the window. Admin just can't seem to make the connection that better staffing and less dilaudid would go a much longer way.
  8. by   KatieMI
    Quote from TriciaJ
    Of course they want profit. But they don't seem to get what undermines it. If Medicare doesn't reimburse for falls, CAUTIs and readmission within a certain time frame then profit goes out the window. Admin just can't seem to make the connection that better staffing and less dilaudid would go a much longer way.
    Medicare is only one, and not the main sourse of money for hospitals. If certain admissions would lead to direct and significant loss of $$$$, they just wouldn't happen, this way or another. If these patients are admitted and allowed to stay, then hospital gets at least some profits form it.
  9. by   canoehead
    That brings to mind one of my pet peeves. They mandate flu vaccines, but during flu season the number and quality of housekeeping services stays exactly the same. A good wipe down of common surface areas twice a day is the least they could add, but it seems to be impossible to do it once weekly ( where I work)
  10. by   LadysSolo
    I took care of a patient a while ago who stuck in my mind. She was to be going home that day, and I was assisting with her AM care. I was still in her room, and she asked me to do some of her care for her. I asked her if she was able, as she was going home. She said, " of course I can, but it's such a LUXURY for you to do it for me." I didn't think we were there to provide LUXURY services for people. If you can't do it, of course I will help you. But if you can, you should (promoting independence, ROM, dignity, etc.)
  11. by   Leader25
    Absolutely correct! I feel such an aversion to even setting foot in there every time I have to go.
  12. by   Mini2544
    Wow I love this point of view. It verbalizes my thoughts exactly. I absolutely agree with you. The next question is; How to maintain our good survey scores (since we give them to everyone, even those who abuse our systems) and not attract individuals looking to take advantage of our hospitals and patient care.
  13. by   Leader25
    another example of excess is the tennis players complaints that nobody listened to her while she demanded a CT scan and a heparin drip.

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