My former, now thankfully Per Diem job, is requiring each ER nurse to do customer satisfaction callbacks.
Who does them where you work? What do you think?
I personally think they tend to feed the unrealistic entitlement mentality. The clientele at that hospital belongs on the Walmart customer page, frankly. Sorry if I sound bad with that comment, but many of these people need major realty checks, not further encouragement in their unhealthy approaches to life.
I work in Peds ICU, where the actual patient is never the one to answer the survey. It's the parent who spent the night on the couch and then has the gall to gripe about how they didn't get any sleep. Hello! Do you want to sleep OR do you want your child cared for round-the-clock? Because I could turn off all the lights, shut the door and stay out of your child's room for the full 8 hours - how 'excellent' would that be?
I work in Peds ICU, where the actual patient is never the one to answer the survey. It's the parent who spent the night on the couch and then has the gall to gripe about how they didn't get any sleep. Hello! Do you want to sleep OR do you want your child cared for round-the-clock? Because I could turn off all the lights, shut the door and stay out of your child's room for the full 8 hours - how 'excellent' would that be?
I've told that to patient's families before when they complain I wake them in a freaking ICU. I am not even nice about it. Would you rather me let your family members medication drips run dry and miss all of their medication times? How about I not assess them anymore?
The unanimous answer is..."well no"...Good then shut up and let me do my job. If you want to sleep we have a sleep room and there are plenty of hotels around.
I really wish someone would do a time study on nurses when they do EVERYTHING mandated by management and regulatory bodies. It is impossible.
This "study" will never take place, nursing organizations are too busy researching how nursing can be the most trusted profession for the 100th time in a row.
What happens if nurses refuse to conduct non-nursing phone calls primarily related to customer service?
I guess it depends on the manager. Maybe a write up. My solution, see the 2nd post, is a bit more passive-aggressive, but workable if you want to take the path of least resistance. I haven't been caught yet because when my manager and co-workers come in on Monday morning, they don't see a stack of calls to be made, which makes them happy.
meanmaryjean, DNP, RN
7,899 Posts
I work in Peds ICU, where the actual patient is never the one to answer the survey. It's the parent who spent the night on the couch and then has the gall to gripe about how they didn't get any sleep. Hello! Do you want to sleep OR do you want your child cared for round-the-clock? Because I could turn off all the lights, shut the door and stay out of your child's room for the full 8 hours - how 'excellent' would that be?