Clientell Satisfaction

Published

I for the first time shared the pressure to please your clients and their immediate family members. As I started this journey of wonderful nursing profession I have realized it is not much different than from working in a department store where customers are always right even they wrong. I was told I got numerous complaints that I didn't communicate enough. I don't think I did not or short of delivering anything to my patients and always keep them with the updates. I don't see how my overall perform effects simply MD for not ordering their pain med correctly or failed to return the call when I need new order. I love bedside nursing but these small issues have become so much burden on me. It shakes my dedication and spirit. I have not slept well last night thinking about this. Has anyone going through this before? It's hard to please everyone. It's impossible!

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Specializes in Hospital Education Coordinator.

sometimes it is the manner in which the news is delivered. A smile goes a mile. Try not to show your frustration or blame things on others when you talk to the family and patient. It IS HARD because people expect more than we can deliver sometimes. You might try getting someone else to help you deliver the news (like a charge nurse) if the complaint has been expressed more than once by the same patient

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How would you smile if the doctor refuses or discontinues their pain med due to confirmation of addiction related? No I do not put a blame on other people and none of my co-workers are willing to assist. They only care for their own patients and leave at the end of shift. Don't even mention charges they do the same. They would leave you to defend yourself and do nothing else.

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Specializes in Hem/Onc/BMT.
How would you smile if the doctor refuses or discontinues their pain med due to confirmation of addiction related? No I do not put a blame on other people and none of my co-workers are willing to assist. They only care for their own patients and leave at the end of shift. Don't even mention charges they do the same. They would leave you to defend yourself and do nothing else.

There's no reason you should defend yourself because of medical decision you had no control over. Sounds like what you need to do is demand that the physician face the patient and explain the decision. I've had on occasion told the physician that patient is unhappy and wants to talk to her, and transferred the call to the room. Patients are happier when they can talk directly to their doctors about those things, and I get it off my hands where I couldn't do anything about anyways. It's a win-win.

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Specializes in ICU.

If I transferred a call with a physician on the line, to a patient's room, I wouldn't have a job the next day! My facility is only interested in keeping the "customer and their family" happy, and keeping the physicians happy, period. Our management takes every single complaint seriously, no matter how trivial the complaint is. Anyone and everyone is right but the nurse. The doctors make money for the hospital, so they are treated like royalty. I can just see me "demand the physician face the patient and explain the decision." I would be in the unemployment line!

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Specializes in LTC, Hospice, Case Management.

There are times all you can do is smile and say "My hands are tied here because the Dr. wouldn't give the order for XYZ. He/She will usually be on the unit by ___ and you can discuss at that time".

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I have tried all of those methods explained above and I did ask the doctor go talk to the patient. If I was to go alone and tell him another change I would have get strangle right there and then. The patient was that aggressive. The doc did go but came to find out he gives same med he refused to patient. Umm...okay! See what I'm saying here! I am taking all the downfall *sigh!*

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