Facilities not on the Customer service bandwagon

Nurses General Nursing

Published

Hello- Are there any nurses who work at facilities that are not using pagers, phones,trackers, hourly rounding trackers? I am curious to hear from them. The fact that big bother is watching is a big stressor.

Specializes in Med/surg, OB, L&D, psych, ED, etc.

PS, yes, I am looking for another job, although I'd like to keep working where I work, the scales are so far out of balance in the new world of customer service that I've had it. Anything goes, people get to treat you any way they want, so fed up.....

Up Vote Up Vote ×
I work in the UK and we don't have any of that...yet :yeah:

We have hourly rounding I work in the nhs, and we need to ask pt how they felt about their care on discharge or the hospital doesn't get full pay for a patients stay

Up Vote Up Vote ×
Specializes in Cardiac, PCU, Surg/Onc, LTC, Peds.
We don't use any of those except when charging. But look at it this way, Customer service, good customer service is NOT a bad thing in itself.

When I go to a store or anywhere and I am spending my hard-earned money on your product or service, believe me when I say good customer service is a requirement or I'm gone.

So likewise, when patients come into the hospital, they should expect a good service. Not saying go overboard but a good service is in order.

Don't be so tunnel-visioned that you fail to see the big picture. The big picture being that hospitals now have to do what it takes to stand out from the crowd. People don't remember what you do, but they remember how you made them feel.

Get with the program- customer service when done right is important.

The expectation though by many pts are that their nurse must bend over backwards for them. Screw the pt next door circling the drain, I'm sick.

They're told they should have no pain, shouldn't have to wait over 2 minutes to have their call light answered, should never have to wipe their own butt, should be able to lay in bed because they're "sick" and then get pneumonia, a DVT and/or ileus because they refuse to walk (and that of course would be their nurse's fault).

The big picture is that now pts think that a nurse means waitress, butler, personal assistant, cleaning attendant, mind reader, social worker and personal doormat.

The CEO's don't care how but they want those Press Ganey scores up! and if it means promising the pts that their nurse will fulfill their every need, desire and whim plus be able to shave some $ off the budget any way they can, you betcher bottom dollar they will throw their nurses under the bus everytime.

That's the "big picture", get with the program.

Up Vote Up Vote ×
Specializes in Psychiatry.

Expecting nurses to suck up to pts and cater to their every (oftentimes, ridiculous) needs, is administrative nonsense at its finest.

Up Vote Up Vote ×
Specializes in Neuro ICU and Med Surg.
the bolded? that.

of course admin is going to do everything it takes to appease an unsatisfied customer.

and we all know who that expectation is delegated to.

it's not realistic, it's disrespectful to us, and it detracts from what is truly important...

which is the pt's health.

IF tptb were that intent on placating pts while assuring quality care, they'd hire happy helper teams to wait on a pt's secondary needs.

that type of plan would guarantee a roi.

but to continue to do it the current way (nurse's burden), it's resulting in escalating resentment, stress, and more risk for errors.

who wins this way?

professional nurses execute civility and respect as a part of their job description.

catering to their superficial needs, is not.

leslie

Totally agree with this.

Up Vote Up Vote ×
My whole point is that customer service is interfering with my ability to perform my job in a safe way. Which is more important? me getting soda for a family of 10, or me getting that heart rate down from 170 to maybe 90???

This is one of the reasons I left the floor.

Up Vote Up Vote ×
Specializes in Case Manager.

This puts another nail in the coffin for me to jump towards advanced practice ASAP.

Up Vote Up Vote ×
Specializes in burn ICU, SICU, ER, Trauma Rapid Response.
We don't use any of those except when charging. But look at it this way, Customer service, good customer service is NOT a bad thing in itself.

When I go to a store or anywhere and I am spending my hard-earned money on your product or service, believe me when I say good customer service is a requirement or I'm gone.

So likewise, when patients come into the hospital, they should expect a good service. Not saying go overboard but a good service is in order.

Don't be so tunnel-visioned that you fail to see the big picture. The big picture being that hospitals now have to do what it takes to stand out from the crowd. People don't remember what you do, but they remember how you made them feel.

Get with the program- customer service when done right is important.

*** I agree with you but to be honest, until you said it, it never entered my mind that averyone of use doesn't already know and understand that. The discussion isn't about good customer service, has nothing to do with it. It is about hospital adminstrations going over board in their zeal to get good PG scores at any cost.

Up Vote Up Vote ×
Specializes in PCCN.

Yes- that is my point.I'm not sure what a solution would be, and I do give the best customer service I can(as pp said they would expect the same treatment in return). But to have trackers, and pagers that go off incessantly for the whole floor( not just your pts) is incredibly distracting. I just wish management would be ballsey enough to address where the problem is- we all know the lazy ones, and the others who sit on their butts as long as possible. But it seems to be that now we ALL get punished for the other's lack of good customer service. I don't remember this being a question on my NCLEX. lol.

Also, I get it that everything from medicare will be pay for service. But it makes me wonder if this is medicare's way of getting out of paying for anything since this is such difficult standard to provide 100% of the time to 100% of the people. Some people you just can't please.

So if there are facilities that aren't on this bandwagon yet, does that mean they won't get paid? Would love to do a study to see if nurses who are paged and tracked have better score than ones who are not. hmmm interesting.

Up Vote Up Vote ×
Specializes in FNP.

I asked about customer service evals at my new job. They laughed and said they don't use them b/c patients are not qualified to evaluate the quality of their care. They do peer review only.

(It's not a hospital)

Up Vote Up Vote ×
+ Add a Comment