What are your thoughts on Disney or AIDET "customer service" training? - page 2

I'm wondering - have any of you gone through either the AIDET or the Disney "customer service" training/in-services? If so, what were your feelings about them? (I sat through an AIDET in-service that made me queasy - I agree... Read More

  1. 5
    I have no problem with treating patients and families with the courtesy and respect the deserve. Thats part of our role.However, patient/nursing responsibilities come first,not trying to apologize for what the MD didn't do or the fact that the family wants me to make them all luch because they don't like the selection the the cafateria.

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  2. 7
    Let's remember that at Disney World if you curse loudly and throw your tray at someone you get escorted out of the park. Same thing goes for throwing urine and feces :icon_roll.

    In 22 years of nursing, I have politely listened and go about my job the way I always have. Never a complaint against me. Be respectful, and close the door when you need too!
  3. 4
    I think customer service is great for nonprofessional employees. But it is an insult to a nurse. The patient-nurse relationship goes so far beyond customer service. I would not give up all breaks and meals for a "customer." I would not be insulted and treated badly by customers when I could get another job. But for my PATIENTS, I as a professional nurse will do absolutely everything I can. I don't need inservices to tell me that because I take pride in my profession.
    Natkat, pattycakeRN, Mulan, and 1 other like this.
  4. 1
    Quote from rnandsoccermom
    let's remember that at disney world if you curse loudly and throw your tray at someone you get escorted out of the park. same thing goes for throwing urine and feces :icon_roll.

    in 22 years of nursing, i have politely listened and go about my job the way i always have. never a complaint against me. be respectful, and close the door when you need too!

    would that we had it as good as the disney employees! i'd love to have an escort off the premises for all yellors, cursers, tray throwers, and urine and feces finger painters!
    psalm likes this.
  5. 2
    I've worked patient care in two different hospitals, and my son was a transporter for two years at one of those facilities. It's gotten ridiculous how hospitals try to portray themselves as gorgeous hotel-like facilities w/ concierge service (no kidding) etc etc. In one place the transporters weren't even allowed to wear gloves while moving patients because it was thought to "offend" some of the "guests"

    Yes, welcome to Chez(fill in the name of your hospital). We hope you enjoy your stay. Please ignore the ORs, code blues, and bedpans, and SICK PEOPLE you might accidentally encounter while staying with us.
    Natkat and pattycakeRN like this.
  6. 0
    I think the hospitals are paying mega-bucks to teach "customer service" to the staff, when 99% of us would do this genuinely if we weren't so busy putting out a thousand little fires. The purpose would be better served with improved recruitment and retention tactics.
  7. 0
    I was a practice administrator for a medical system in Maryland that, although they win honors every year, has a rep for poor customer service. I had to send my staff to this training. It is great, and the training (2-day for us) was fun, or at least my staff thought it was. We called it MAGIC. Did it help? For a short time... The benefit of it is that it really makes you aware of how people treat each other, and through role playing, you get an opportunity to be on the receiving end. Some people are just plain ignorant and rude, and I had a few, so those didn't benefit. But I would say the overall benefit was positive.
  8. 0
    To 50isthenew30: I have a MBA in HC Mgt, and I can tell you that healthcare is big business. Hospitals fall all over themselves trying to be competetive because there is a large consumer group bearing big bucks that will go elsewhere if they don't like a hospital. And the #1 criteria for selection is customer service.
  9. 3
    Funny. I'd think it would be quality of care.

    Silly me.
    Natkat, pattycakeRN, and Ms Kylee like this.
  10. 0
    It seems like so much "polishing of the turd" to me.

    Patients see the sheen and want to come back to that hospital, maybe. But whether or not their condition was handled appropriately there is another matter. Yes, ACTUAL quality of care seems to be a secondary concern of hospitals.

    And I understand that hospitals have to be worried about the bottom line, and sometimes what's good for the goose ($ for hospitals) is good for the gander ($ allows hospitals to run, and therefore is beneficial to patients in that basic way), but health care is one setting where profits should not soley rule. And what profits are made should be applied more constructively (i.e., staffing, and not hiring expensive consultants who teach things that are basic anyway, etc.).
    Last edit by marie-francoise on Jan 5, '08 : Reason: added text

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