Satisfaction Survey

leath2cm

Customer Satisfaction

"We were told fifteen minutes ago that the room was available. This is poor customer service."

I walked out of my patient's room that I had just helped resuscitate to be confronted by my other patient's angry, screaming family member yelling this across the emergency department. As I attempted to apologize and inform this irate family member that I will call report to the floor and have the patient transported immediately, she proceeded to throw her hands up and stomp away, rolling her eyes and stating, "you have a four year degree and can't even move a patient to a room." This family member had just witnessed us frantically run to the room next door when an unresponsive patient arrived to the ED. She also watched as we ran in and out to obtain medications and respiratory staff. I know she watched, because as we were doing this, she was requesting a coke as she was parched from waiting three hours for her mother to be diagnosed and admitted.

The patient waiting to be admitted had come to the emergency room as she has a respiratory disease called chronic obstructive pulmonary disease and she continues to smoke cigarettes despite the ill effects of difficulty breathing and further breakdown of her lungs. A few breathing treatments, a steroid injection, and an antibiotic later, she was breathing easier, stable, and waiting for admission to the hospital. The admission process is not simple and the nurse caring for the patient only has control of how fast we can give report and alert transport to bring the patient to the floor room after the room becomes available. The rest of the long process is in the hands of the coordinator and admitting physicians. This is not including the time it takes to obtain scans and labs as well as the time it takes for these to result. Diagnosing a patient is not a short process. Although I had three other critical patients, every warm blanket, turkey sandwich, drink, and pillow adjustment was provided to this particular patient in a timely manner. I wish I could say that disgruntled patients complaining about wait time was not a common occurrence.

Which brings me to my point: I am a nurse with a degree.

I spent four years learning about bodily processes and disease at the cellular level. I learned how medications effect these processes and how to calculate and administer those complicated doses efficiently. I learned how to read lab results, heart rhythms, and vitals as well as what was necessary to tell the physician. I learned how to dress your wounds and understand your cognitive impairments. I learned how to make your heart beat again. This is just an overview to give you an idea. Upon receiving my degree, I never imagined that my education would be reduced to how fast I can get a warm blanket or soda for a patient. I did not realize what it would take to leave the room of a dying patient and regroup to encourage the patient in the next room.

I ultimately did not expect that saving your life would be rated on a customer satisfaction survey.

I pray that this helps you to understand nurses a little better. Please attempt to be as patient and understanding as we are with you at your lowest moments. Regardless of who you are, we will care for you as if you were our own family. We dodge vomit, fists, random bodily fluids, and insults to ensure that you are provided the best care possible. We will remain composed in front of you and hold your hand when you are afraid, although we have other patients who require our attention. Regardless of how insignificant you think we are, you will be our number one priority as our patient. Above all, we will endure your negative customer service surveys and insults, because we are called to do this and cannot imagine doing anything else.

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Customer Satisfaction

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