Anyone else feel like a robot reciting customer service scripts all the time?

Nurses Relations

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Just wanted to vent at how stupid it is to have to recite the same script (AIDET, for those of you unlucky enough to know what I'm talking about) for every patient all the time, with the whole point being to implant the words "very good care" in their minds so that the hospital can get higher-rated patient satisfaction surveys. "Very good care" is the utmost highest level you can rate the facility on the survey. I am one of those people where, if I'm going to give you the highest possible rating, you better be darn near perfect. So I don't find it surprising if people do not choose that option. Does management really think if you keep saying "very good care" all the time that it will actually brainwash the patients into giving us that rating? I know all this has to do with the future tying of reimbursement to patient satisfaction surveys (which to me is ridiculous--if they want to tie reimbursement to anything, it should be the overall quality of clinical outcomes, IMHO) but I just feel like such a drone having to recite a script all the time. I believe my interactions with my patients should be organic and sincere and not some stupid script where I am trying to brainwash them. It just really irks me. Plus we get audited on them constantly. OK. Rant over.

Specializes in OB (with a history of cardiac).

Until you said you work at a Magnet hospital, I was convined you worked at my hospital ("you" being the OP). AIDET, hourly rounding...you said it. I guess we don't have anything scripted here really, and I like working where I work. But we do send out satisfaction surveys and MOST of the negative comments concern the food service. They hang the comments back in the breakroom for all to see- thing is, I'm not sure what we as nurses can do about providing "tastier food". I see where we as nurses bend over backwards to please patients and families, and it's never enough. It's like the patient could punch the nurse in the face and then tell management that the nurse offended them somehow and the nurse would get fired for being intolerant or something.

When I was an LPN in a clinic, we would have patients abuse our good graces all the time. They would show up late for appointments (and by late, I mean 45 minutes to an hour late) and we would have to still see them. If we made them wait, then they would complain loudly enough that the clinic (in order to get that almighty good rating) would reward them with a $75 gift card to Target or something. I had patients demand that we feed their kids a snack because they were hungry and they of course were 55 minutes late for their appointment and had to wait until all the other parents who brought their children on time were seen (how DARE we!)

Of course the people who make up these rules aren't even on site- they're in the Bahamas or at their winter/summer/fall/spring resort, relaxing on their multi millions.

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Specializes in Family Nurse Practitioner.

I can't wait to step away from bedside nursing in a few years so no one can tell me I must follow scripts any longer. It is so repetitive and cheesy. How sincere we must all look to follow each other 24 hours a day with the same exact speech:uhoh3:

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I do it and I put on my best TGIF/Bennigan's/Fudruckers I'm going to be your server tonight voice....all I need is some flair on my uniform. Oh yeah I have some...that stupid badge holder with the cornball saying (that some MBA got big bucks for coming up with) on it. It's become a big joke to me. The pts think it's funny for the most part they ask me if I was told to say that and I tell them yes I was. It usually generates a conversation about customer service and they tell me their stories about calling over seas for service etc. Our supervisors do check if we are using the script as well as "spy on us" by making rounds and asking if the pts robot nurse is behaving herself. I refuse to stress over stuff like this anymore...screw it. Call lights going off like mad, PCA on their 5th break and not doing their jobs, your bedmate has chest pain? Don't worry, robot nurse has the time to fluff that pillow and bring you some more apple juice. My NYE resolution is that I refuse to be stressed in 2012 over this nonsense. I should start wearing the stupid hat with the hospital logo and hang that stupid tote bag they gave me off of my COW for kicks.

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Specializes in burn ICU, SICU, ER, Trauma Rapid Response.

Why in the world would any RN recite such BS? Those who do (and thus encouraging the practice) should be ashamed of themselves. They tried it at one hospital I worked at but it didn't even get out of the first unit meeting.

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Frankly, I find my way around the Aidet (or however it is spelled), by saying the same basic stuff tailored to my patients in my own way. I have always done that and I will not perform a script. If I were to be called on that I would say that I am using therapeutic communication to exchange the message. Not everyone takes to the script, patient nor nurse, so screw that. I usually always have introduced myself,explained what I can do in my job description for the patient, displayed my expertise by my actions, confidence and advocacy, and I never beg for scores. I do tell the patients they will be recieveing a survey and "very good care" is what we all seek. I do let them know that if they feel they are not getting very good care to let me know immediately and I will do my best to rectify. That is freaking IT. Talk is trash really. Actions and advocacy and true down to earth communication tailored to the patient is what makes patient satisfaction. Critical thinking and action is what makes good outcomes. Geez. I hate this Oprah Winfrey world sometimes.

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OMG must add another comment after reading all others......true.....when did being in the hospital ever turn into something that is supposed to be a pleasurable, satisfying experience for ANYONE???? USA is NUTS. The hospital is just a place to get mended for goodness sakes!!!!!!And yes......what in the world can WE do about the lousy FOOD !!!!!!!!!! UGH. I remember when this whole thing started.....the surveys asked for "excellent care". It was so funny when it was mandated that "excellent" not be the term anymore.....and "very good"became the substitute.

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Specializes in Pedi.
I do it and I put on my best TGIF/Bennigan's/Fudruckers I'm going to be your server tonight voice....all I need is some flair on my uniform. Oh yeah I have some...that stupid badge holder with the cornball saying (that some MBA got big bucks for coming up with) on it. It's become a big joke to me. The pts think it's funny for the most part they ask me if I was told to say that and I tell them yes I was. It usually generates a conversation about customer service and they tell me their stories about calling over seas for service etc. Our supervisors do check if we are using the script as well as "spy on us" by making rounds and asking if the pts robot nurse is behaving herself. I refuse to stress over stuff like this anymore...screw it. Call lights going off like mad, PCA on their 5th break and not doing their jobs, your bedmate has chest pain? Don't worry, robot nurse has the time to fluff that pillow and bring you some more apple juice. My NYE resolution is that I refuse to be stressed in 2012 over this nonsense. I should start wearing the stupid hat with the hospital logo and hang that stupid tote bag they gave me off of my COW for kicks.

My New Years' Resolution is similar to yours... to not check my work email at home and to not respond to any of the emails my manager sends out about this kind of bs... so basically to not allow work to affect my mental health. It's not worth the energy.

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Specializes in Psych/Corrections.
Frankly, I find my way around the Aidet (or however it is spelled), by saying the same basic stuff tailored to my patients in my own way. I have always done that and I will not perform a script. If I were to be called on that I would say that I am using therapeutic communication to exchange the message. Not everyone takes to the script, patient nor nurse, so screw that. I usually always have introduced myself,explained what I can do in my job description for the patient, displayed my expertise by my actions, confidence and advocacy, and I never beg for scores. I do tell the patients they will be recieveing a survey and "very good care" is what we all seek. I do let them know that if they feel they are not getting very good care to let me know immediately and I will do my best to rectify. That is freaking IT. Talk is trash really. Actions and advocacy and true down to earth communication tailored to the patient is what makes patient satisfaction. Critical thinking and action is what makes good outcomes. Geez. I hate this Oprah Winfrey world sometimes.

Exactly!!! Actions speak louder than (scripted words)!!!!!!!!!!!!!!!!!!!!!!:yeah:

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Specializes in CCU, SICU, CVSICU, Precepting & Teaching.
omg must add another comment after reading all others......true.....when did being in the hospital ever turn into something that is supposed to be a pleasurable, satisfying experience for anyone???? usa is nuts. the hospital is just a place to get mended for goodness sakes!!!!!!and yes......what in the world can we do about the lousy food !!!!!!!!!! ugh. i remember when this whole thing started.....the surveys asked for "excellent care". it was so funny when it was mandated that "excellent" not be the term anymore.....and "very good"became the substitute.

you're right -- the usa is nuts! all this customer service nonsense really is nonsense, and the hospital does not need to be a pleasurable, satisfying experience for everyone. where do you live? can i come?

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Specializes in Med-Surg; Telemetry; School Nurse pk-8.

Thank you for choosing the Stepford Hospital for all your healthcare needs. We know you have a choice, and we appreciate the opportunity to serve you. Would you like to choose a PRN medication from our value menu, or super-size your dilaudid for a small up charge? Your satisfaction is important to me. I will return in 1 hour and ask you these questions again. Should your need be immediate, please press this button continually, and I will run to meet your urgent request for ginger ale with ice.

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Specializes in Certified Med/Surg tele, and other stuff.
:lol2:
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Specializes in Certified Med/Surg tele, and other stuff.

My favorite script was telling a newly admitted family to wait outside the door while we 'tuck their loved one into bed'.

Now... for starters, some of those family members despise grandma because she has made their lives hell for the last 80 yrs. The family is there out of guilt and want to bolt to the door out of relief of knowing they can finally leave!

Secondly, the only humans I 'tuck into bed' are my kids.

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