Funniest Complaint on Press Ganey Scores

medsurgnurse, RN · Mar 7, 2007

We've decided in our ER that ACLS should no longer include ABC's it should be DABC. Because our director is nuts about pt's being given DVD players in triage and in the pt care area's. She calls to be sure we giving them out. Then they want us to anounce every half hour , "we're sorry for your wait". I don't kinow about you, If I'm waiting somewhere, the last thing I want to hear is I'm sorry for your wait Q 1/2 hour. Espessially when I know they really don't care any way.

Are you serious? Do you ever get the DVD players back? I mean if people will steal stupid stuff ( we had thread going about that a long, long time ago) they will steal a DVD in a heartbeat.

beckabeckahi · Mar 8, 2007

some gems from our units press ganey.....
Nurse xxxx is always mean to me when I come to the hospital (it is because nurse xxxx actually makes you do things like participate in PT and other medical interventions?)
(And I always love it when they put the exact number of x's in for the nurses name so you can guess who it was.)
Didn't like this hospital, hospital xxxxx is much better (that go there)
Dr. xxxxx was rude to me, nurse even said so (heheheheh)

Well at least they "x" out the names, our hospital publishes unit specific surveys with the names of nurses in Docs right in there. This is my first year at the hospital, and I was a little surprised about that.

uss6412 · Mar 8, 2007

I think the surveys go out and arrive with the bill. It seems that about the time a patient gets a bill is when they have all the dissatisfaction complaints.

Overland1, RN · Mar 8, 2007

Not long ago, the family member of a patient was apparently trying to remove a TV from the wall of an ER exam room; she had the power cable out, and was still diddling with the rest of it when I entered the room. Her excuse was that she was "trying to change the channel." Bear in mind that the TV would likely not fit well under even a large coat - she was obviously not bound for Harvard any time soon.......

I had a guy call me once, demanding that I admit his family member who had not even arrived yet - not sure what that PG would have looked like.

Then we get those who want a "box lunch" and a "Medicaid cab"..... yes, they ask for (demand) them just that way.

rwethereyet · Mar 8, 2007

One of my biggest complaints about the Press Ganey scores is that I think that they are misleading. I was told that the surveys are sent only to NEW patients, not repeat customers. I work on a floor where people have chronic conditions, so we tend to see a lot of familiar faces-- but it's only the first visit that counts. So, if a person comes back 10 times, nothing we do in those last nine visits is surveyed.

What irks me even more is when management makes a big deal about the numbers, but our "n" (the number of survey respondents) is 2 or 3.... I don't think those results are very statistically significant, especially since we treat many, many more patients (most of our patients are repeaters and specifically request to come back to our unit.)

I feel like I'm out there busting my butt to give amazing care, and the survery just doesn't pick up the care that I give to our long-time repeating patients. It makes me pay less attention to the survey results and more attention to the handwritten cards that we get from patients and families after they leave-- those mean the most to me.

Elvish, BSN, DNP, RN, NP · Mar 8, 2007

Bill and Ted would be proud!

:lol2:

MarySmoak · Mar 8, 2007

:nurse:hey guys, we got our press ganey scores and surveys from feb...
come complaints were

no food service in the waiting room.....

all the nurses were overweight

nurses were too loud and always on the computer (we have computer charting)

no parking due to ambulances!!!!

call me crazy but when did er become the hilton?

i think that management in general has gone survery crazy. i went to get an oil change and a few days later a two page survery request was mailed it me-it went into the trash. i think if managers really wanted to find out what was going on in their businesses or hospitals they should get out of the office and walk around, talk with their patients and nurses. instead-they want to get a nice neat piece of paper with a bunch of numbers that means nothing.

i had a comment on one that said we should hand out work excuses for those who had to wait for treatment-even if they did not stay to see the doctor. now thats an idea.....

Patrick57 · Mar 8, 2007

I had the joyous experience of being in the hospital as a patient for a few days due to a spider bite. On my discharge, the staff actually gave ME a completed rating form saying I was the best patient they've had all year.

By the way, stay away from brown recluse spiders, those little buggars are nasty, painful, and can do a lot of damage!

muffylpn · Mar 9, 2007

It appears that all of you are jealous. As an employee of a hospital

that placed 7th- it appears you folks just need to learn alittle basic

TLC. :nono: - please lets not spent the next 500 posts about this

I'm only kidding

bluiis923 · Mar 9, 2007

Smith...lol you crack me up! That's why I love ER, working with people like you...lol.

MrsWampthang, BSN, RN · Mar 9, 2007

Press Gainey is one reason why I don't miss working in the ER. The manager and her boss swear by them, and the hospital sends people to all expense paid trips to learn more about how to improve their scores. What BS!!! What really used to erk me was that the ER never got the benefit of surveying patients that got admitted so that visit never even counted for our numbers. All I kept hearing was "higher scores are possible, other hospital ERs get the good scores so theres no reason why we can't." Again, BS. I was there to take care of the sick and injured, not wait on them hand and foot for stupid stuff. My patients are patients, not customers and I wish the Press Gainey people would walk in a nurses shoe for a day to figure that out. Oh wait, they probably do have nurses working for them, ones that haven't worked a floor in who knows how long. But I digress.

Pam

bluiis923 · Mar 9, 2007

One of my biggest complaints about the Press Ganey scores is that I think that they are misleading. I was told that the surveys are sent only to NEW patients, not repeat customers. I work on a floor where people have chronic conditions, so we tend to see a lot of familiar faces-- but it's only the first visit that counts. So, if a person comes back 10 times, nothing we do in those last nine visits is surveyed.
Just FYI- I know for a fact that repeat "customers" get them as well as first time. Unfortunately, my dad is a cardiac pt who has had multiple visits to our facility and he always get another one in the mail each time. (Other family members have had repeat ones too)
Just thought you might like to know....