Pleasing the "customer" - page 2

Our small hospital has gone overboard and has thrown any sense of control right out the window to please patients........no limit on # of people in LDR, no limit to visiting hours. Unlimited snacks and non-nutritious soda, I... Read More

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    This year i have had 13 online inservices related to pt. satisfaction and customer service.

    Have had 2 inservices related to pt. safety (one for "time out" before a procedure, the other for the gel pads we use to pad bony prominences for positioning).

    Potential Inservice Material:


    We got new laproscopic equipment that we were training on in a word-of-mouth fashion.

    We got a new HTA (hydrothermal ablation) machine that we learn how to use RIGHT when the pt.'s in the room and the sales rep is telling us what we need to do.

    New ortho implants that we got a 5 minute blurb about that was mainly centered around how to charge for them.

    We're getting 2 MORE customer frickin service inservices next month. Hey, we may not know how to use a maching that is putting water in a pt.'s uterus that's 92 degrees Celsius, but by God, we now know where to get the "fashion" gowns and robes, and the cable channels on the TV!!!!!



    Ok, if anyone's still reading, the fact that management isn't backing up the nursing staff screams volumes on where their priorities lie. With all this pt. satisfaction centering, the pt. is REALLY getting the short end of the stick when it comes to their healthcare.

    (And Hades will freeze over before i ever refer to a pt. as a customer or consumer.)
    Last edit by Marie_LPN, RN on Jul 10, '06

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    Quote from vanillaskye
    Its not just in the hospital, its everywhere. I had a patient refuse to be admitted this past weekend to home health, unless she could request a certain nurse. I didn't admit this person because there was no need for home health. My agency takes pretty much everyone that other agencies refuse. Guess I'll have some explaining when I am asked why I didn't admit this person. Eventually, I suppose I'll have to learn to stop caring what others think maybe.
    You GO, girl!
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    Okay so maybe it's not just the administration at my hospital that has it's priorities out of whack. I was so confused when they started to refer to my patients as "customers", I looked around to make sure that I was in the correct meeting. Sure, we want the patients to feel cared for and well treated, but these are sometimes the same people who refuse to allow us to do our job. They're spending more money getting in vending machines, extra chairs and sofa sleepers, which I agree are needed, but they should also be spending as much money hiring addition nurses to take care of these patients. One of the floors in our hospital has started a special program where they have additional aids hired to just go around and check on the patients, take them water/coffee/other refreshments if they need them. I wonder how many of them are reporting all these drinks, etc to the nurses. Makes a big difference if that patient happens to be with CHF, renal failure, etc. But the management is let's give the patient what they want, sometimes I feel like screaming!
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    I don't understand why people get offended by giving basic health info such as smoking not being healthy for a baby, infant care, etc. Maybe its me, maybe I should be offended when people give me health info, maybe Im not offended easily enough. Just b/c I don't agree with what a health care professional says, or it stikes a nerve, doesn't mean I am going to report them for gently telling me to lay off the diet soda. (yup, Im guilty as ever for drinking way too much diet soda) Its almost like some people look for reasons to be offended. :angryfire Ill stop rambling now.
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    I don't understand why people get offended by giving basic health info such as smoking not being healthy for a baby, infant care, etc.

    Because they probably hear it all the time (yet still don't care).
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    As a patient, I would be offended if I were called a customer.

    Imagine calling someone on the Oncology floor a cancer customer.

    It just diminishes every aspect of the healthcare field.....for patients as well as healthcare professionals.
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    [QUOTE=onarie]Okay so maybe it's not just the administration at my hospital that has it's priorities out of whack. I was so confused when they started to refer to my patients as "customers", I looked around to make sure that I was in the correct meeting.
    I suggest that we be allowed to put up a sign at every patient bed (similar to the ones restaurants use) stating. WE RESERVE THE RIGHT TO REFUSE SERVICE TO NON-COMPLIANT CUSTOMERS!


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