It is called the TRUTH!!!
- Yes we are busy.
- Yes. You may need to wait if your death or grievous injury is not imminent.
- Yes. We are doing our best. (and..ha ha management knows it and supports us!)
I am tired of being told by managers that we need to mislead patients, not tell them that we are busy and pretend we can do it all. I decided I would like to see some mangers responses. We can't do it all. You guys sure don't. Managers do not have silver wings or teflon shoes. People have to wait at WalMart, the grocery store, and by golly in their PCP and other physician offices. They know it is busy and they deal with it. Why is the inpatient setting some other planet. I try my very best to do my very best EVERY day. I am only one person and can only do so much. The HCHAPS and Picker scoring makes me cringe. The documentation you expect (I know govt. regs, da, da, da). The expectations are insane and managers know it. When will managers and administrators accept reality? Is the truth really so bad? Is it better to lie and fail every time to meet the unreachable?
This Cupcake can't Eat that cookie anymore. I think there is cyanide in the recipe because they are surely trying to kill us with all of this customer service which would play way better in some upscale day spa! Thought???
Nov 19, '12
Pts aren't stupid. They know when we're short handed. What gets me is when they look at me and ask me "are you busy", when I'm sweating profusely, breathing heavily, and generally looking panicked. Denying the obvious makes me a liar on top of everything else.
"Sure I can get you that coffee, recliner, warm blanket, and WIFI code for your laptop". I guess that dying pt will just have to wait for their Morphine.
My biggest resentment against management has always been, expecting me to be able to do something they know is impossible.
Walmart gives out free gift cards to customers who are disgruntled.
Do we really want to model healthcare after retailers?
Maybe my hospital will start giving gift cards to staff who are overwhelmed.
Last edit by imintrouble on Nov 19, '12
Quote from dirtyhippiegirl
Weeeeeeird, I was just thinking about this the other day. When I went through orientation at my hospital, we had to take a customer service class -- where we were told to never, ever tell a patient that the unit was busy, short staffed, or to imply that there was someone sicker than them who needed to come first -- no matter how long the patient had been waiting or for what trivial reason, etc. Because that's not what the patient wants to hear. More like...it's probably not the impression that the hospital wants to give its patients -- your nurses are understaffed and overworked!
I think it does patients a disservice to assume that they are incapable of taking into account what is happening on the unit. Obviously, you're going to have that patient who would still be unhappy if you flew to the moon and brought them back a goose that craps golden eggs, y'know? But when you acknowledge that, yes, I am very busy right now or yes, there is someone very sick on the unit right now which is why everyone is in their room -- you're also acknowledging that you're not sitting on your butt at the nurse's station reading Facebook instead of fetching them a glass of water.
edit - sorry, I didn't realize that this was in the management subforum!
Managment doesn't want the staff telling the truth to patnets because if a mistake is made- the patient has a legitimate leg to stand on that is the managment's fault. Managment staff the hospitals not the worker bees who are run ragged.
If the nurses are running around and too busy- it does look bad for management. As it should. It says they are not doing their job correctly. Which they aren't. If a patient asked me - or commented"your really busy today" I answered them honestly Yes we are down x number of nurese. I don't fluff anything up for managment. Mid levels are kissing but to keep the million dollar baby earning the million dollar paycheck so the million dollar family continues to live well, meantime, our lives are hell, burned out, fed up and shopping at Wal Mart to make ends meet, buying every kind of cheap- presevative pack crap food meal stretches just to pay our light bills or mortage company! Keeping the HTN and obesity states going.
Managment is the only ones who get to look forward to the holidays anymore-everyone else holiday is filled with not only work BS but wory of where the next bill money will come from, Do we pay bills or celebrate the holidays. We should be able to give managment a good hard back hand when they mutter Happy Thanksgiving or Merry Christmas-we all know they don't mean it, its a forced gesture. Personally what would make my holiday- knowing some Ceo was indited for embesslement or fraud and thrown in jail for the holidays at the big house!
Last edit by kcmylorn on Nov 19, '12