Nursing as a customer service profession?

Nurses General Nursing

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I am graduating from nursing school in the next few months, and I am just beginning my job search. I have discovered that many hospitals have something about nursing as a customer service profession in their mission statement or RN job description. For example, the performance review at one hospital rates nurses on customer service skills-- such as phone etiquette, meeting patients needs, and acting in a friendly and courteous manner.

I don't see nursing as a customer service profession. I think that my primary responsibility is to help patients get well, and if that means making them get out of bed when they don't want to, then so be it. I think the best nurses are nice yet firm at the same time. I don't think it's my job to coddle patients and give them whatever they want. What does everyone think about this-- is nursing a customer service profession?

Whew, so true passing thru (I think I remember saying that on another post!)! Anyway, I guess that's what I mean about being a professional - take responsibility. Make decisions. Be a facilitator, not an obstructor. What is it with some people? The surely do get into 'power trips', totally inappropriate for our profession. I had a patient call another nurse on our unit Nurse Ratchett because the patient could only do things the nurse's way, or not get things done at all. Some people need to step back and remember why they are there.

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Whew, so true passing thru (I think I remember saying that on another post!)! Anyway, I guess that's what I mean about being a professional - take responsibility. Make decisions. Be a facilitator, not an obstructor. What is it with some people? The surely do get into 'power trips', totally inappropriate for our profession. I had a patient call another nurse on our unit Nurse Ratchett because the patient could only do things the nurse's way, or not get things done at all. Some people need to step back and remember why they are there.

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Originally posted by ceecel.dee

You needed some customer service skills at the grocery store you worked at in high school, and in the swimming lesson instructor job you held in summers....all jobs require it to some extent. Are the patient's or families at the Hilton?...NO!...but they are not at the Bate's motel either! [/b]

I don't think anyone is disputing that. It's the whole "McDonald's Medicine" concept that has everyone screaming. Make the "customer" happy even if patient care must suffer along the way. Wait on everyone RIGHT NOW and don't make anyone wait just because you might have a trauma code on your hands. Enough is just e-damned-nough.

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Originally posted by ceecel.dee

You needed some customer service skills at the grocery store you worked at in high school, and in the swimming lesson instructor job you held in summers....all jobs require it to some extent. Are the patient's or families at the Hilton?...NO!...but they are not at the Bate's motel either! [/b]

I don't think anyone is disputing that. It's the whole "McDonald's Medicine" concept that has everyone screaming. Make the "customer" happy even if patient care must suffer along the way. Wait on everyone RIGHT NOW and don't make anyone wait just because you might have a trauma code on your hands. Enough is just e-damned-nough.

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You know, I don't think the problem is that nurses resent customer service, it's just that staffing is so bad usually you don't have time for niceties.

Most people get into nursing because they like people and want to help them. Unfortunately, the BUSINESS of medicine gets in the way.

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You know, I don't think the problem is that nurses resent customer service, it's just that staffing is so bad usually you don't have time for niceties.

Most people get into nursing because they like people and want to help them. Unfortunately, the BUSINESS of medicine gets in the way.

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Originally posted by redshiloh

You know, I don't think the problem is that nurses resent customer service, it's just that staffing is so bad usually you don't have time for niceties.

Most people get into nursing because they like people and want to help them. Unfortunately, the BUSINESS of medicine gets in the way.

EXACTLY!! You totally hit the nail on the head and said it waaay better than I could have. :D

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Originally posted by redshiloh

You know, I don't think the problem is that nurses resent customer service, it's just that staffing is so bad usually you don't have time for niceties.

Most people get into nursing because they like people and want to help them. Unfortunately, the BUSINESS of medicine gets in the way.

EXACTLY!! You totally hit the nail on the head and said it waaay better than I could have. :D

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Specializes in Specializes in L/D, newborn, GYN, LTC, Dialysis.
Originally posted by babs_rn

I don't think anyone is disputing that. It's the whole "McDonald's Medicine" concept that has everyone screaming. Make the "customer" happy even if patient care must suffer along the way. Wait on everyone RIGHT NOW and don't make anyone wait just because you might have a trauma code on your hands. Enough is just e-damned-nough.

sorry dup post again!

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Specializes in Specializes in L/D, newborn, GYN, LTC, Dialysis.
Originally posted by babs_rn

I don't think anyone is disputing that. It's the whole "McDonald's Medicine" concept that has everyone screaming. Make the "customer" happy even if patient care must suffer along the way. Wait on everyone RIGHT NOW and don't make anyone wait just because you might have a trauma code on your hands. Enough is just e-damned-nough.

sorry dup post again!

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Specializes in Specializes in L/D, newborn, GYN, LTC, Dialysis.
Originally posted by SmilingBluEyes

THANK YOU!!!!!!!!!!!! You said what I did not say well. THIS is my peeve. I am not interested in being an "ambassador" of my hospital (or any)...but I AM INTERESTED in being an ambassador of sorts for NURSING...this does NOT mean I am a short-order cook, waitress, butler, custodian in addition to being an RN (which by itself keeps us busy and incorporates compassionate caring).

If administration wants everyone happy (our customer base), quit spending big bucks on the latest wallpaper schemes and chrome faucets in all the bathrooms and HIRE US SOME HELP SO WE CAN ACCOMODATE people more.....That would be ok w/me!

THIS is what I think burns some of us up as nurses when all the pressure is put on US to make EVERYONE happy--- no matter the cost to our patient care and our SELVES in the process. I don't like the feeling of having neglected ANYONE in the process of keeping my head above water during a crazy shift. I believe you can be a good customer service provider and compassionate, efficient professional w/o "bending over" for management in the process!

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Specializes in Specializes in L/D, newborn, GYN, LTC, Dialysis.
Originally posted by SmilingBluEyes

THANK YOU!!!!!!!!!!!! You said what I did not say well. THIS is my peeve. I am not interested in being an "ambassador" of my hospital (or any)...but I AM INTERESTED in being an ambassador of sorts for NURSING...this does NOT mean I am a short-order cook, waitress, butler, custodian in addition to being an RN (which by itself keeps us busy and incorporates compassionate caring).

If administration wants everyone happy (our customer base), quit spending big bucks on the latest wallpaper schemes and chrome faucets in all the bathrooms and HIRE US SOME HELP SO WE CAN ACCOMODATE people more.....That would be ok w/me!

THIS is what I think burns some of us up as nurses when all the pressure is put on US to make EVERYONE happy--- no matter the cost to our patient care and our SELVES in the process. I don't like the feeling of having neglected ANYONE in the process of keeping my head above water during a crazy shift. I believe you can be a good customer service provider and compassionate, efficient professional w/o "bending over" for management in the process!

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