I didn't want to hijack another thread, but the topic there of "customer service" and "clients" vs patients and having comment cards is disturbing!
Is the the norm in all hospitals? I just got accepted into nursing school for a hospital that is known to be a "big hospital with a small hospital feel" so I would be surprised to see that they would follow this, but not sure if this is being mandated, it's recently been awarded magnet status if that makes a difference.
I am leaving the travel industry after 20 plus years and sick to death of the 'customer always right no matter what' and whining about insignificant things like seat assigments and wanting us to have a crystal ball on whether a flight will definitely depart tomorrow when it's still TODAY!!!
I want to go into nursing to make a difference...to touch peoples lives and have them touch mine in a way that isn't possible in other careers. I understand it is very stressful, however to me the stress has a purpose, either the patients are scared and or not understanding what is happening to them, it's completely different than just have a grandios opinion of oneself (I understand patients may sometimes have that too
) But what I'm saying is I really hope I'm not trading one set of insignificant complaints, for another such as was it the right flavor of jell-o etc...
I think nursing will have an impact on my life that the good days do indeed outweigh the bad and I'll know I made a real difference and have done something that truly matters in the big picture to help someone...Please tell me I'm not wrong!
Mar 1, '07
The whole customer service deal will eventually fade away because it simply doesn't work! Healthcare and treating pts is a totally different type of service vs restaurants/stores that want to get return business by paying someone min wage to open a door for you and smile! FAR DIFFERENT!
I mean frankly...do you want someone smiling at you as you enter the ER doors for your long wait and say "HI, welcome to ______ Hospital, we hope you enjoy your stay with us!" I would be thinking...okay, just entered the twilight zone! LOL...yeah, enjoy my stay...hmmmmmm how about treating me in an hour and sending me home...that is all I want!!! LOL, oh and wipe that smile off your face before I tear it off due to severe pain!
Oh yeah that would work!
Or treating that meth addict that is in for a free meal and slave (RN's and CNA's) and cable tv for the umteenth time because they are homeless and know that all they have to say is "I want to kill myself and I have a plan". Yeah, welcome them with a walmart greeter! Talk about boomerang return pt!!!!!!!! Why not!?!?!
Or on the same page...people that want to smoke, why not be customer service to them too! Sure...have a great smoke sweety, and please don't accept any drugs from those friends that are with you cause that may be harmful too and we would loose such a wonderful valued customer! Yeah uh huh!
Lets put mints and roses on pillows, lets get a bartender in there, lets have a service rep come in and take a survey daily to make sure our pts are the happiest they can be after having their guts re-adjusted surgically! Lets make these rooms more fen shui (sp?), waterfalls in the hallways so that there is a sence of peace and tranquilty, harp music in the lobby, individual nurses for each pt so that quality is assured, painless surgeries and pokes, a private bather that will take care of you NEEDS
, naked nurses to make sure that you are totally satifsifed if that is your thing!
Hey, lets go ahead and do a gold member plan that allows those that donate or have come in and paid enough to have private rooms with a sauna and personal servant. A free X-Ray with a purchase of three! Free instillation of that pacemaker when you recomend a friend! Free surgery if you find yours was not what you expected. We will beat anyones price guarenteed! Lease option on your transplant! We do it your way! We cut in surgery and in prices! Sale on amputations this week, ends Saturday so you better hurry! Free meat for each customer! Gourmet meals at a fast food price! Couples discount! 10% off for seniors! Upgrade to our platinum plan and get 50% off your next blood transfusion! Lets make a deal folks..we want your business!!!!!!!
Yah...sure..lets go there!
Last edit by Antikigirl on Mar 1, '07
Mar 2, '07
Quote from RGN1
Our patients get a whole darn booklet to fill out about there stay with nice little check boxes on every aspect of the stay from room comfort to food. The nursing one has the most boxes - NO surprise there. They get to rate us from 1-5 on everything from prompt answering of the call buzzer to how knowledgeable we were!!!! All department scores are then put on the notice board every month!!!
Still, I've learned how to keep nursing at least at 98% satisfaction because I simply forget (oooops) to give the booklet to the whiners!!
Now a few of my colleagues have cottoned on we're looking forward to our run of 100% satisfied customers months ahead!!
Statistics - gotta love em - gotta use them - gotta make sure they make you look good!!
LOL, I love your "tweaking" of the statistics!
It would burn me if part of my NURSING rating depended on how fast a PCT answered a call light. Yes, I answer call lights, but NO, it's not my primary function. They can't grade us on what we really do....can't you just see "Rate the Nurse on how well she did your dressing change: did she keep sterile technique?" How about "Were all your medications properly prepared and appropriately administered? What mistakes did you catch in the handling of your triple lumen line?"
And how knowledgable
we are?? Heck, I have had pt's family members argue with me over stuff I can recite in my sleep because they know someone who had this procedure and they
didn't have this tx/med/complication. Many of them wouldn't know actual knowledge vs BS if it was silvercoated and handed to them on a platter.
Last edit by RNsRWe on Mar 2, '07
: Reason: got more on a roll!