SO... Things are more different every day than when I started nursing over ten years ago. The advances and technology I can flow with. Some other things not so well. I have worked ICU, LTAC, Med/Surg, Peds, Oncology, Float, and PACU. No matter what the area, this customer service push follows you every where!
I have always understood that the patient is your customer, and you just cant be flat out rude or nasty, however, when did it become routine every day acceptable for the patient, their wife, and their aunts third cousin to be rude, and right out nasty to the nurse?! People more and more feel like they can do or say whatever they want in the hospital. Like basic rules of courtesy do not apply if you are their healthcare professional.
My hospital had a big customer service push with classes a few years ago, which basically was all about how to lie and be fake. This is above and beyond keeping your personal troubles at home, and giving your best to your patients. I currently have two jobs, PACU (because i love it), and LTAC for the money. If there is a problem or any type of complaint no matter where you are, you are done for.
Recently in our PACU a comment card from a patient angry that he was aroused and told to breath was taken seriously and a discussion was had with the management. At what point does this junk stop? At what point does customer satisfaction overpower safety? At what point will someone understand that the impression this junk is giving nurses is that we dont matter, and if someone spits on me I should thank them for it?? HCAPS = Burnout!
I was kicked by an a & o pt last week. I had it, and politely told him i wouldnt go to where he works and kick him, and expected the same level of respect in my work environment. Did not go over well.
HCAPS and the government and the Joint stressing the satisfaction issues simply makes this worse. People making decisions about this stuff arent the ones getting screamed at, insulted, and belittled. Politely educating your patient family member who read how to flush a line on the internet and doesnt know what they are talking about will get you fried. Telling an alert pacu patient they cant scream and curse when there is a 3 yr old in the next bay will get you fried. Telling a family member in the waiting room they cant come to recovery while you are extubating their wife will get you in trouble. Following pplicy will get you in trouble as soon as someone decides to complain they dont like the policy.
Anyways, can you tell I am frustrated? I like patient education, rights, and good customer service, but how ridiculous will this continue to get? I just need to hurry up and hit the Mega Millions. . . .
