Customer Service in nursing-vent

[SaderNurse05, BSN, RN]

Recently our agency did a survey to find out how we are doing on various things. Long story short of course there are the ones who appreciate everything and the ones who think they are entitled to everything. Some of the things we provide is referrals and assitance with help on utility bills, medication, etc. Now my supervisor wants to have a meeting to see what we can do to improve our customer service. As I reviewed the surveys from the unhappy campers it struck me that this is a lot like parenting. We have to make decisons on how to use our limited resources and barring unlimited funding are not going to make everybody happy. I think we shoud expect that not everyone will be happy, do what we can and move on. It is not a vacation, it is not a cruise and I am your nurse, not your mother. I have 80 clients that I do case management for and I love my job. I guess I am hacked off because I really don't have time (taken from client care) to have another meeting about how 5% of the hard core users want more! Sorry, I guess this has turned into a vent. I just wonder when did customer service rear its ugly head in nursing? Is this something that comes and goes every blue moon or we stuck with the idea that EVERYBODY is supposed to get what they want when they want it how they want it or else?

[RNsRWe, ASN, RN]

I just wonder when did customer service rear its ugly head in nursing? Is this something that comes and goes every blue moon or we stuck with the idea that EVERYBODY is supposed to get what they want when they want it how they want it or else?

When healthcare became big business, and Medicaid or private HMOs decided not to pay anywhere near the cost of the treatments and care provided to the recipients.

Yep, we're stuck with it, as long as the hospital down the street is offering a service to try to entice more patients to go there, then your hospital will have to match and best it. This is the age of "you CAN always get what you want, and you deserve to have the very best the way you want it".