Customer Service and 24 hour visitation

Nurses General Nursing

Published

On August 5, 2008, My hospital is going to implement a new Customer Service master plan that will surely make every employee's life a living hell. Some of the new "Improvements" to this horrid design include: 24 Hour visitation, 24 hour room service, leatherbound menu's, DVD, WiFi internet, Massages (that we nurses are to do since we have soo much free time), flatscreen TV's, Starbucks coffee carts, Quiet time/Do Not Disturb time, Valet parking, and sleeper cots in the rooms. The last one I detest the most. Our room are VERY crowded (some with 3 beds) and the last thing we need is to break our backs trying to maneuver around a family member. Needless to say, I am very very anxious about all these changes. Now we will have administration barking at us for politely asking family members to step out of the room while we provide pericare. With all these new changes about to occur, somethings will remain the same - for example our old vital signs machines and telemetry equipment from 1980.

Argggh. That's all I can say reading this. What's next? Chocolate on their pillows before bedtime??

Our hospital just got Wi-Fi, which is ok as that will keep them busy on the internet. But if massages come into play, I'm out of there. We also hunt down all morning for VS machines, and, hey, if you get one with the temp probes not pulled out and one that functions properly, your'e doing even better. We also usually don't have enough phones or linens. The phones will drop off your pocket while your'e in the room and your'e usually left trying to hunt it down under the bed or something.

I wonder what area of the country this hospital is in.

Seriously, some of these hospital execs ought to merge with some of the major hotel chains. Perhaps they could get services brought in on a cost savings basis. I mean -- yes. You want massages - then bring in massage therapists. You want room service -- bring in bellboys or something. Just anything to keep it off the nurse's backs.

I KNOW what patients are going to ask for next and that is 24/7 cable TV. The are forever griping that there are NOT enough TV channels on the portable tv's in the rooms.

What gets me is that as a military wife, I gave birth to three babies in hospitals where I THE PATIENT was expected to get up and make my own bed the next a.m. I wasn't given steak dinners, or given any gifts. I was given a healthy child and my meds and had to walk out myself. (no wheelchair service either on the way out.) And I was told to LIKE it, or else!!! I think the nurses wandered into my room once about every 4 hrs as well.

I can't stand it. I just can't stand it.

:banghead:

I don't understand all the criticism.

1. Menus and 24 hour room service is used in many facilities. The kitchen staff bring the food. Nurses don't have to do anything. Those that require assist in eating are probably not capable of ordering by themselves.

2. DVDs, Internet WIFI, TVs- this keeps patients busy. People don't just sit and heal. Boredom is part of our makeup as humans, but it isn't always conducive to healing. My patients with these accommodations required less of my time.

3. 24 hour visitation- Just because I am paying for a room in a hospital doesn't mean my family and friends can't visit- (hope that they beef up security, though.)

4. Massages? Any old nurses here remember "back rub lists"? We used to give patients back rubs before turning out hall lights. They rested better. There are times you can't- obviously, but we have all seen those nurses that need to get off their butts and do something.

Personally, I wouldn't leave my family member in a hospital alone. I am there- sleeping in a chair, recliner, or cot.

Valet? Kind of a nice gesture that provides jobs.

Maybe when you break it down- you see it isn't any big deal.

(Doesn't every facility have 24/7 cable tv?)

Specializes in Pediatrics.
(Doesn't every facility have 24/7 cable tv?)

um..........NO

My hospital has about 20 basic cable channels, in addition to network, PBS, and a local independent Christian station. They also have "The Newborn Network" in OB only, a weather channel that runs a local talk radio station as audio, and a couple of other health-oriented channels.

I'm not sure what we have now as we lost our department TV a while back because some people were abusing the privilege.:banghead:

You just know someone's going to complain about THAT, too.

Specializes in Trauma/Burn ICU, Neuro ICU.

Yikes!! Get out fast! Is there somewhere else to work nearby? Hope so.

Let us know what you do. Wishing you the best.

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