Tying Patient Satisfaction to Medicare Reimbursement is Problematic - page 6

Patient satisfaction surveys have been receiving an amplified amount of attention at hospitals and other types of healthcare facilities, especially since the results of these reviews now have a significant effect on Medicare... Read More

  1. 1
    I have such a strong opinion of these patient satisfaction surveys, but so little space to provide it. What I'll say is...I have yet to find the sign in my hospital that reads "the customer is always right" or "have it your way". I don't coddle people, I don't kiss patients proverbial butts, and I don't waste my precious care-giving time on pillows, lunch boxes, or water. If you need water because you're in DKA, I'll get it for you, and quickly. If you need a warm blanket because you're hypo-thermic or the heat went out in the winter, you got it! If you're boarding in the ER because the house is full, I've got your pillow and lunch box. But if you just got placed in a treatment room, the gown is still folded on the bed, and the doctor hasn't seen you yet, that lunch box you just requested will never become a reality for you. If you want to give me poor scores for that, BY ALL MEANS DO IT WITH A BIG RED SHARPIE. But I will put you in your place when you're demanding a blanket when we're coding the pt on the other side of the curtain.
    bb007rn likes this.

    Get the hottest topics every week!

    Subscribe to our free Nursing Insights newsletter.

  2. 0
    I agree with the above, but unfortunately the surveys don't discriminate- the higher ups aren't going to have specifics as to WHO actually did the survey.

    That's where the rest of us are getting spanked for "low scores"

    It really sucksssss.
  3. 8
    I had a nasty complaint from parents to management because I left the sliding glass door cracked open. The child was a trauma pt, vented, bolt, lines and all. The parents couldn't sleep comfortably with all the noises of course and I even caught her silencing the vent and crs monitor alarms. Unit was full so relocating the pt was not an option. It was explained to the parents that PICU tends to be a noisy environment and to bare with us. The answer was I don't care. I even suggested they take turns sleeping, possibly one going home nearby to sleep well and switch. How dare I. Lesson learned.

    Management sided with her of course in the name of customer service. It will be six yrs in a few weeks as a nurse and I am ready to hang my steth. I am rearranging my life to be able to make it on a few PRN shifts a month if need be and take a FT for 1/8 pay in a non-related field.

    I am too heart-broken of what nursing has become and how this is not what any of us went to school for. I am putting in my 2 weeks notice tomorrow and really mean it this time.
    Last edit by Jessy_RN on Apr 7, '13 : Reason: misspelling
    canoehead, dudette10, sistasoul, and 5 others like this.
  4. 2
    ^^^ Im sorry. This is only the tip of the iceberg.
    roasted and noyesno like this.
  5. 0
    WHO came up with this NRC Picker? Not Obama, but Dr. Picker from Harvard!!
  6. 1
    Along these lines, I wish that readmissions for quality measures weren't tied to reimbursement. Most hospitals have a CHF RN whose only job it is to educate on CHF. Ours is very thorough and proactive; however we see the same people all the freaking time. They aren't taking their PO lasix because they hate going to the bathroom all the time. They don't weigh themselves daily to know if they need to go to their primary, and they wait until they are SOB, then head AGAIN to the ER. All this money for a dedicated RN, home health visits, social work, just to have them noncompliant and back in the hospital getting the same meds through a different route that they should have taken PO at home.
    arl50 likes this.
  7. 2
    Quote from dudette10
    Along these lines, I wish that readmissions for quality measures weren't tied to reimbursement. Most hospitals have a CHF RN whose only job it is to educate on CHF. Ours is very thorough and proactive; however we see the same people all the freaking time. They aren't taking their PO lasix because they hate going to the bathroom all the time. They don't weigh themselves daily to know if they need to go to their primary, and they wait until they are SOB, then head AGAIN to the ER. All this money for a dedicated RN, home health visits, social work, just to have them noncompliant and back in the hospital getting the same meds through a different route that they should have taken PO at home.
    Whatever happened to personal responsibility? It's not health care's fault people aren't taking their medications or waiting until a crisis occurs to seek medical attention.
    Godivaa and Silverlight2010 like this.
  8. 1
    there is no personal responsibility. Just today I had a pt get angry with me that I wouldnt let her go out and smoke. Then her son brought her in pretzels and cheezewhiz( diabetic)

    She has no desire to change anything.just get her abx and go.( might have osteo in foot/leg)

    I see this mostly with 40 and 50yr olds, sometimes younger. Funny , going through their chart you usually see "hx of non compliuance". Yet they still come in , expect tx, and some food, etc while here.

    These people arent paying for their bills out of pocket.,As long as they keep getting re-admitted , its all good .ugh.
    Sammie7 likes this.
  9. 0
    I am so relieved to hear that I am not the only nurse that feels this way! After 20 years in nursing, I'm sad to say I'm thoroughly disgusted with healthcare as a whole. I started my career as a CNA, obtained LPN licensure in 99, RN in '10. After returning to the Hosp setting following an absence of 8 years , I am simply agahast at the changes that have taken place. I understand the need for pt safety, documentation and positive outcomes. However, I feel as these issues have been taken to extremes. What I could once whip out in 5 min on paper/ pen, now takes a good 20 min on the computer! I DETEST THEM! more and more emphasis on documentation to meet core values, benchmarks, and hcaps and less time with actual pt care. I dread going to work on a daily basis, my body is broken down and I'm wondering if its time to go...my question: when do you know its thine to hang it up? We work ourselves to death in the little rural ER to meet "standards" regarding times from presentation to dispo over literally "my fave is broke out"" this is insane! I feel like an overly trained/ educated data entry person. I am the only one who feels this way, or have just had a lousy day? Any suggestions for employment totally unrelated to healthcare??
  10. 3
    Quote from roasted
    Any suggestions for employment totally unrelated to healthcare??
    One of my coworkers applied to become a TSA screener at the local international airport. It is a federal position with excellent benefits, guaranteed retirement, and best of all you get to kick unruly 'customers' the heck out.


Nursing Jobs in every specialty and state. Visit today and Create Job Alerts, Manage Your Resume, and Apply for Jobs.

A Big Thank You To Our Sponsors
Top