Escalating Unhappiness

[Tait, MSN, RN]

This is just an observation thread I suppose.

Lately I have really noticed a new impact from the economic status of the United States.

Patient happiness...or should I say unhappiness.

I have been bedside nursing for two years. I have had my share of cranky patients but all in all I could only recall for you two patients (minus the dementia/detox pts that are a little out of it) that have been upset with thier care.

As stresses increase on the US population (my mother with her Master's in comm/PR just lost her job last week due to cutbacks) I am noticing a subtle change in my patient's satisfaction.

Initially, after having one pt ask to see the "male doctor" when his BP was too high (and refusing to let me double check his medications with the bottles he had brought from home), and then being threatened to be shot by another pt because of a miscommunication over foley catheter discomfort, I was beating myself up over an over.

It wasn't until reiterating my woes to a co-worker that I realized that a lot of the unhappiness I was feeling, in waves off of my patients, wasn't a change in my practice, but a reaction to cutbacks in staffing (ie slower service when things are needed) to a general overall unhappiness about the state of things.

This might be a big "duh" to some of you, but for me sometimes I take out complaints quickly on myself, before I take the time to look at other factors. So for me this was a bit of an "ah-ha" moment.

Just a little food for thought.

Tait

[Virgo_RN, BSN, RN]

Interesting observation. I haven't noticed an increase in patient dissatisfaction where I work. It seems like there are always a few who just aren't happy with anything, but I hadn't connected that to the economic "downturn".

[GrumpyRN63, ADN, RN]

I don't think it's driven by economic downturn, pts are just less satisfied in general today then they were 20 yrs ago before all of this 'customer satisfaction' crap became the barometer of satisfaction over their actual care received

[Ruby Vee, BSN]

i don't think it's driven by economic downturn, pts are just less satisfied in general today then they were 20 yrs ago before all of this 'customer satisfaction' crap became the barometer of satisfaction over their actual care received

although the economic downturn may be a factor, i agree that the "customer service" mentality has driven a change in health care attitudes. "consumers" (not patients) seem to want what they want when they want it and won't take no for an answer. if you tell them no, they threaten to sue. or sputter that "i'll have your job!"

i hope the pendulem is about to swing in the other direction!

[Pudnluv, ASN, RN]

I call it the Reader's Digest phenomenon. These are the people who read Reader's Digest articles about the horrors of health care and the decide that they are victims of substandard care too. I support advocating for your rights as a patient, but some people are always looking for something to go wrong. These people find exactly what they are looking for to prove their point. Even if it's only something like "my ice is melted, there are not enough nurses, therefor my care is substandard" Reader's Digest people really tick me off!