Customers always right- Really??

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After being told I am a great nurse, with excellent assessment skills and documentation....with zero resident complaints against me...and they said I was great with the residents...I was fired. For what?? Lack of customer service skills!! Really?? Yes because census is low we must kiss up to all the family members that complain on a daily basis....Yikes, this is Not what I signed up for. Moving forward and moving on.

"The customer is always right" saying is great in retail or maybe in a fine dining place.

In healthcare...sorry...but the "customer" may not always be "right"

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Specializes in Acute Care Cardiac, Education, Prof Practice.

Sounds like there is more to the story than meets the eye.

Best of luck.

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Specializes in Emergency, Trauma, Critical Care.

That is absolutely horrible.....sign of the times. This country is going downhill fast.

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Specializes in Pediatric/Adolescent, Med-Surg.

Customers are always right, except, of course, when they are wrong...:uhoh3:

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The customer is not always right, even in retail...I hate that adage. I would, however like you to elaborate on your story. =)

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Sounds like there is more to the story than meets the eye.

Best of luck.

Well the more to the story is this....VERY small town. VERY low census.

Regardless, I am happy to be moving on. I do want to deliver healthcare

but not in the environment that puts more emphasis on kissing up to

guilt ridden family members...than on actual care of the residents it serves.

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Specializes in Acute Care Cardiac, Education, Prof Practice.
Well the more to the story is this....VERY small town. VERY low census.

Regardless, I am happy to be moving on. I do want to deliver healthcare

but not in the environment that puts more emphasis on kissing up to

guilt ridden family members...than on actual care of the residents it serves.

I hear you on the guilt ridden family members. I can't imagine the stress they put on LTC. When we get LTC patients (I work acute med-surg) it is amazing how ridiculous the families that have been ignoring them can be. Also puts nurses between a rock and hard place, advocating for patients while being stomped on by family members. It sounds like it might be a good thing to be moving on. I am sorry for the patients that will now not be receiving your care because of this situation.

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The customer is not always right, even in retail...I hate that adage. I would, however like you to elaborate on your story. =)

Work In LTC setting...only nurse for over 40 residents. THEY are my priority. Family member interrupts me while I am in process of med pass and drawing up insulin....I don't jump to her non emergency issue. Reports me. NO previous write ups. But as I say...I am happily moving forward. But will miss the residents that I truely cared for greatly :redpinkhe

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Specializes in CCU, SICU, CVSICU, Precepting & Teaching.
sounds like there is more to the story than meets the eye.

best of luck.

i'll second that.

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Specializes in Intermediate care.

hm...sounds like there might be more to this story.

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Unfortunately, we must meet the families expectations, no matter what the situation.

You could be in the middle of a code, if you are approached by family... for whatever reason, they must be acknowledged.

Without interrupting compressions. look them in the eye.. smile and say..

"I am asissting someone else right now, I will get right on that in a minute"

That's what it takes in the Customer Service agenda.

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I think the "customer is always right" attitude in healthcare can actually be dangerous. I think it will also drive away a lot of good nurses.

I am all for patients being treated fairly, with dignity, respect and to not be unnecessarily humiliated. But I also don't think that should be achieved by trampling on nurses. In order to provide good care you are not always going to be able to what makes the patient happy. If I go to the hospital with a blood glucose level of (insert ridiculous number here) I might be upset that the nurses and doctors won't let me eat the cheesecake my loved ones brought me. But that is for the best. That's what's going to save my LIFE.

And yes, there are people who would be simple-minded enough to make that complaint, but you all probably know that.

BTW I have encountered some nurses that could have used a customer service pep talk to say the least. But there have been times I have been upset with health care staff and later realized that they were doing what they were supposed to do, even if I didn't like it.

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