Nursing as a customer service profession?

VickyRN, MSN, DNP, RN · May 6, 2003

The message is important, but the method of delivery is insulting!

I couldn't agree more!!! I wholeheartedly believe that each and every patient should be treated as if he/she were one's mother, father, sister, brother, child, or even (most importantly) JESUS. Jesus afterall said, "Inasmuch as you have done it to the least of these my brethren, you have done it unto Me." This is how I view patient care. Notice I said PATIENT care... NOT customer service. These wonderful people entrusted fully to our care are sick people, patients. They are NOT customers and NEVER will be customers!!! IF they were mere customers, well they certainly wouldn't opt to be spending their time in an ICU bed with four IV's, 16 drips, an ET tube, foley catheter, NG, OG... well, you get my drift.

nrw350 · May 6, 2003

Originally posted by VickyRN
I couldn't agree more!!! I wholeheartedly believe that each and every patient should be treated as if he/she were one's mother, father, sister, brother, child, or even (most importantly) JESUS. Jesus afterall said, "Inasmuch as you have done it to the least of these my brethren, you have done it unto Me." This is how I view patient care. Notice I said PATIENT care... NOT customer service. These wonderful people entrusted fully to our care are sick people, patients. They are NOT customers and NEVER will be customers!!! IF they were mere customers, well they certainly wouldn't opt to be spending their time in an ICU bed with four IV's, 16 drips, an ET tube, foley catheter, NG, OG... well, you get my drift.

EXACTLY!!!!! We need to compose a memorandum (or what ever the appropriate word is in this case) that compiles all of these good points and publish it in a news-paper or something to try and get the word out to the public. Maybe by some miracle that will have some sort of good impact on the suits of the hospitals and change some policies to help their nurses out. I know one can dream can't they?

Any ideas on how to accomplish this?

allnurses Guide · May 7, 2003

Oh, you guys make me feel old. Never saw that video of the man and the dog, ours was a film (no videos in the dark ages) about a little old lady wandering through the hospital with a bag of money her (deceased) husband had wanted her to give the hospital. She gets treated rudely everywhere and can't find anywone to talk to to give the money. Note how even then customer service was related to CASH?

Peeps Mcarthur · May 7, 2003

Ok, just one more example of 0f uncanny similarity between retail and nursing..............

I am by far the top performer as far as sales %'s that my managers have told me are important to them.

Corporate management makes a really big deal about it with certificates of congratulations...........doubling the sales commission received, giving $500 bonuses and constantly mentioning sales performance numbers.

But never to my benefit, even though I beat my manager by double in every sales category with half the hours reported of his, I have never received any such accollades, and God forbid, the .25 cent annual raise is like Roe vs. Wade!!!

Sounding familiar??????

mattsmom81 · May 7, 2003

I don't think most of us have any problem being kind and attentive...it is in our nature as nurses.

Today's generation of patients expects MUCH more than basic kind attention...and administrators are meeting that expectation off the sweat of of nurses, IMO.

We laid off ancillary staff again last week. Which means nursing picks up the slack for less lab, housekeeping, secretarial , etc. It never ends.

I agree with Peeps. Seems like customer service is one way only...away from the nurse. I liked my career better when docs were overseeing hospital management. At least docs have SOME kind of a clue..and know we are there to save lives.. not cater like we are expected to do today.

GAstudent · May 8, 2003

Must say that I myself do think that it is "customer service". What do you think that customer service is? To me customer service is helping customers in a polite, courteous, respectful manner, . This goes really with any job. A car salesman is customer service, as well as selling furniture, working at wal-mart, etc.. You are dealing with pts and their care and must do so in a respect attitude. In cars your dealing with selling the car and wanting them to buy the car from you and when they want to buy another one you want them to come back to you. In a hospital you want them to come back to you.

OrthoNutter · May 8, 2003

Originally posted by kitty=^..^=cat
"Competence is more than knowledge and skill -- it's how knowledge and skill are communicated through behaviors that are sensitive to the needs and expectations of the individual patient." --- Me. :)
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One of the best "customer service" facilities I've ever worked for used what seemed like a BATTALION of retired volunteers to do all kinds of the "nicey-nicey" things. Several different little old ladies would roll a magazine/flower delivery cart around to patient rooms throughout the day. It seemed to take the heat off nurses for things like TV channel changes, thermostat and lighting adjustments, telephone and water pitcher placement, etc. They all had their list of things to tell the nurse (pain, IV leaking, patient can't breathe...) and things to tell the CNA (needs to get up to pee, legs are in the siderail...) Our volunteers were frequently complimented by name in patient satisfaction survey comments and letters we got from former patients. They really seemed to make a big difference in keeping the patients happy.

We have a similar thing going on for a couple of hours during the day shifts at my hospital, provided by the Red Cross. They're all volunteers, they don't get a dime for doing it but they all love the interaction so all we are free to get on with doing things which, to us are far more important, even if the patient may not agree. And because I'm not getting paged by the patients every 2 seconds to do flower arranging, toenail painting, application of makeup or providing cups of tea not only for the patient but every relative as well, I find it a lot easier to fulfill the customer service aspect of my job (ie smile and nod politely in all the appropriate places and mind my p's and q's). I only wish that they were on staff 6-10pm!

catrn10 · May 8, 2003

I have to agree that customer service has become a major part of our many roles. I will also agree that is can be a pain most of the time. I have found that I walk around with a smile plastered on my face all shift. Not only does it mask my true feelings, it also serves to repress the gag reflex......

LoisJean · May 9, 2003

The kind of 'customer service' insisted upon by corporate hospitals is geared to do nothing more than make that business look good to the average consumer who partakes of their services. The nurse, (and every other employee), becomes no more or less than an 'agent' for that enterprise. May I ask: are you compensated an extra amount in your paychecks for acting as 'customer service representatives'? No, I didn't think so.

You know, this really saddens me a great deal. It's truly a low rung that health care facilities stand on when they use their personnel-and, pardon me, their NURSING personnel especially, as the washrag to keep their faces looking clean. Makes me sick, actually.

I'm grateful that I'm not in that scene anymore.

Peace,

Lois Jean

VickyRN, MSN, DNP, RN · May 9, 2003

I repeat... they are PATIENTS, NOT CUSTOMERS!!! They will always be patients and WILL NEVER be customers!!! I truly dislike using that silly, condescending term.

healingtouchRN · May 9, 2003

I dislike the word "patient". I prefer client, which denotes someone who has input & a choice about what is happening to them, who has alternatives. :cool:

fairyprincess2003 · May 9, 2003

Ok

as a new grad(tomorrow:) I wanted to give my opinion as to why I feel people are not going into nursing, and why many new grads want to get out of it asap.

After four years of school and the amount of knowledge nurses have, they/we are taken for granted. It seems like everyone is the hospitals talk down to nurses, and act as if they are superior. Even those with far less education and knowledge.

I think it's funny when resp therapists, Physical therapy, CNA's, etc act like the nurses are beneath them. Like the nurse is supposed to do it all. For instance, a resp therapist was in a patient's room and the patient wanted their tray moved to another location. What does the resp therapist do? Calls for the nurse to come and move the tray. Or what about being called 10 times by a family who wants ice chips for their family member, or water. Why can't they get it themselves? It is discouraging to know that I studied 20 hours or more a week to be a waitress. I am all for being nice, and sweet. I am a very compassionate person. But nursing as a profession will never improve if we have to just suck it up, or tell other nurses that we have to just do it all. No, we should not. Hospitals need to hire more CNA's, hospitality, etc. I am excited about starting my new job in a few weeks, but am most likely applying to medical school next year.