Funniest Complaint on Press Ganey Scores - page 5
: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... Read More
Mar 5, '07If there is anyone going to He** it is the creator of the Press Gainey Survey. On our Discharge sheets there is actually a place to mark off saying we have "discussed" PG with the pt and made them aware of the importance of "good" feedback. I tell the pts' that if there is anything that they want us to know, good or bad, to write it there. Half of them never send one back in, very few have any valid points to them, and the ones that do are usually the "problem pts" that already know to expect it now that we've told them about it and are just itching to fill it out hoping that they get someone fired.
However our manager says he "doesn't count Press Gainey", he counts the discharge telephone conversations he has with our discharged pts. He says according to those people, we do an excellent job. Too bad upper management doesn't listen to that and give us our raises.
I have noticed that the majority of the complaints are about our Hillrom inflating beds that are supposed to cut down on bedsores. On our back surgery pts, they inflate just when they get comfortable and cause them to jerk and hurt. Bad thing is there is no where to shut off the motor in the beds. But management doesn't do anything about a valid complaint such as that. No, they refuse our raises because we didn't let the pt know what his tests say is wrong with him. HELLO, that is a diagnosis, something I'm not able to hand out. Or that we didn't joke with the chest pain pt, that we were "too serious" when dealing with him.
I don't remember my job description having a "jester" catagory. I do remember taking some classes about how to keep a pt alive when he's CTD....hmmm.
Mar 5, '07
Mar 5, '07Today we got some back.... our manager places them in a binder for us to read and some of the good ones said
" your food was to greasy, no wonder I had chest pain"
"waiting room was not clean"
"housekeeper was wearing headphones while working"
"nurse did not wear gloves when sticking our 2 yr old"
but the winner goes too
"I had to wait an hour just to get a prescription for tylenol, I should have just stayed home" <<< well duh!!!
Hey here at ______________ hospital, we aim to please!!!
Mar 6, '07We got one last survey period that said "(Child) had to wait in the waiting room with all those sick kids. Now he has the stomach flu." Ummmm yeah. We have a separate WR for pediatrics, so at least they aren't stuck in with the adults. But come on Besides, it is good for business. Keeps the bugs circulating so people come back for more lol.
Mar 6, '07I never even knew before coming to this site that people were given food while waiting or that they could request meals for themselves or their families. Unless this is a medical necessity I think it's absurd.
I broke two bones in my foot years ago and was very lucky that I didn't need surgery. I went in very quietly and gave my info to the triage nurse. She came from behind the desk to look at my foot and said she could feel the heat coming off of it. She gave me an ice pack to put on it. Someone else got up and complained that they didn't get ice too. I was floored. Nurse was more than polite in her response.
The nurse said she thought my foot might be broken and started to giggle, but not unkindly. I asked why she thought this. She said it was because the ones that were polite and didn't complain were usually the ones that were truly hurt or sick. I never forgot that and after reading here I understand it better.
Mar 6, '07Quote from lauralassieWe'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.
You mean like those little personal DVD players? If so, how do you clean that? I really want to use the one that the guy with TB had...
Mar 6, '07Quote from squeakynurseSeriously think that ER nurses should give them your feedback!
I received a PG after going to an ER for a broken ankle, requiring surgery. Before I was a nurse. I was shocked that they asked about the temperature in the room! I was cold, but did not want the ER to be held that responsible for it.... It baffled me.... Of course I was cold, I was in pain, shaking, and had morphine being pumped into me.
Mar 6, '07Quote from EmerNurseThe problem with PG (besides all of the obvious BS) is that "very good" doesn't count. It HAS to be "excellent" to the point where they want to script the word "excellent" into every other sentence that falls our of our mouths, in order to put that word subconciously into the patient's head. Can't you just see this?
"Here is your very EXCELLENT oral contrast!"
"I've brought your EXCELLENT dilaudid!" (ok that one would work!)
"Waiting 3 hours for a CT is EXCELLENT. Usually, the wait is 6 hours!"
"The BP is now 60/30, that's EXCELLENT! What an improvement over that 58/29 we got 5 minutes ago!" (to the family because the patient isn't concious).
"I don't get off work until 11am! I'm privaledged to work this EXCELLENT mandatory overtime to fullfill your every whim!"
"I'm sorry you didn't get your EXCELLENT pillow, but the last 14 patients we discharged for sore throats stole them, along with 4 gowns, 17 sheets, and one used dibrillator pad."
Oh and with PG, no matter WHAT the complaint is, it is the nurses fault. Period. Bah.
Bill and Ted would be proud!
Mar 6, '07Quote from lauralassieAre 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.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.
Mar 8, '07Quote from VegRNWell 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.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)
Mar 8, '07I 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.
Mar 8, '07Not 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.
Mar 8, '07One 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.