Nursing as a customer service profession?

moonshadeau, ADN, BSN, MSN, RN, APN, NP, CNS · Apr 25, 2003

Originally posted by passing thru
(I've been doing this 20 years, if I'm not at the "top of my game now, WHEN will I be?")
I'd like to see younger nurses assume more responsibility re: situations like this. The day nurses' perception of the "paperwork" was one of sheer drudgery. The discharge forms, also, in her view, had to have every t crossed and every i dotted, "before I can LET the patient go." And , she had made the patient wait > 9 hours while she shuffled the papers around.
I see this a lot where I work. Some nurses seem to be on a power trip, "they can go home when I SAY THEY CAN GO HOME."

I have my own "personal rule." I try to have every patient out within an hour of the doc saying they can go. I cross all the t's and dot the i's long after they are gone.
These three people, regardless of the patients' care during her hospitalization , left our facility, NEVER wanting to be "held hostage" there again. The "customer service" was non-existent in their views.
RN's have a lot of power & authority. For me, the buck stops with me. Once the doc discharges you, you are outa there. No volunteers, wheelchairs, pharmacy, paperwork, etc. is an obstacle to your leaving. I will personally facilitate your leaving ASAP, "within the hour."

Passing thru-

I agree with you on the fact that no patient should be made to wait nine hours on discharge. I am glad that you are able to get your patient out the door within the hour. In my facility I usually try to get them out the door from an hour to hour and half, or I tell them when I expect that they should be able to get out of here and we agree on a set time.

I do take issue with your generalization of "I'd like to see younger nurses assume more responsibility re: situations like this. "

It sounds that you have more of an issue with a particular nurse than with ALL younger nurses. I can assure you that younger nurses do take responsibilty when action is called for.

Otherwise, it sounds like you are really doing a great job.

moonshadeau, ADN, BSN, MSN, RN, APN, NP, CNS · Apr 25, 2003

Originally posted by passing thru
(I've been doing this 20 years, if I'm not at the "top of my game now, WHEN will I be?")
I'd like to see younger nurses assume more responsibility re: situations like this. The day nurses' perception of the "paperwork" was one of sheer drudgery. The discharge forms, also, in her view, had to have every t crossed and every i dotted, "before I can LET the patient go." And , she had made the patient wait > 9 hours while she shuffled the papers around.
I see this a lot where I work. Some nurses seem to be on a power trip, "they can go home when I SAY THEY CAN GO HOME."

I have my own "personal rule." I try to have every patient out within an hour of the doc saying they can go. I cross all the t's and dot the i's long after they are gone.
These three people, regardless of the patients' care during her hospitalization , left our facility, NEVER wanting to be "held hostage" there again. The "customer service" was non-existent in their views.
RN's have a lot of power & authority. For me, the buck stops with me. Once the doc discharges you, you are outa there. No volunteers, wheelchairs, pharmacy, paperwork, etc. is an obstacle to your leaving. I will personally facilitate your leaving ASAP, "within the hour."

Passing thru-

I agree with you on the fact that no patient should be made to wait nine hours on discharge. I am glad that you are able to get your patient out the door within the hour. In my facility I usually try to get them out the door from an hour to hour and half, or I tell them when I expect that they should be able to get out of here and we agree on a set time.

I do take issue with your generalization of "I'd like to see younger nurses assume more responsibility re: situations like this. "

It sounds that you have more of an issue with a particular nurse than with ALL younger nurses. I can assure you that younger nurses do take responsibilty when action is called for.

Otherwise, it sounds like you are really doing a great job.

live4today, RN · Apr 25, 2003

Just my heartfelt two-cents and then I'll mosey onward.

In all of life...whether professionally or personally speaking...it's common courtesy to be polite and respectful. Having said that, I was raised to be a "nice girl"...then life ran me over with a double mac truck...life happened in a mean way for years for me...but in spite of it all...I came out shining on top because I never compromised those valuable lessons I learned about "Doing unto others as I would have others to do unto me." I take these lessons to my daily work environment. I don't see myself as a maid, therefore, no one else can MAKE me be something I know I am not. My own perception of myself is all that matters. If I do for someone...patient or nonpatient...I do it from the goodness of my heart.....to poop with what the Admins may write about "customer service". I KNOW HOW TO BEHAVE...on and off work.

It didn't take becoming a nurse to know how to morally and respectfully behave, nor did it take becoming a nurse to learn how to serve mankind without forgetting about serving my own needs in the process.

I give the best of myself no matter what. How that is viewed is not my problem. As long as I know that I am giving my very best to life's day to day contact with others, I can say "well done" at the end of the day.

It's not what others write for us as nurses to do when it comes to the treatment of patients we care for...it's about what we live in our walk as nurses when it comes to the treatment of others...patients or not. :nurse:

live4today, RN · Apr 25, 2003

Just my heartfelt two-cents and then I'll mosey onward.

In all of life...whether professionally or personally speaking...it's common courtesy to be polite and respectful. Having said that, I was raised to be a "nice girl"...then life ran me over with a double mac truck...life happened in a mean way for years for me...but in spite of it all...I came out shining on top because I never compromised those valuable lessons I learned about "Doing unto others as I would have others to do unto me." I take these lessons to my daily work environment. I don't see myself as a maid, therefore, no one else can MAKE me be something I know I am not. My own perception of myself is all that matters. If I do for someone...patient or nonpatient...I do it from the goodness of my heart.....to poop with what the Admins may write about "customer service". I KNOW HOW TO BEHAVE...on and off work.

It didn't take becoming a nurse to know how to morally and respectfully behave, nor did it take becoming a nurse to learn how to serve mankind without forgetting about serving my own needs in the process.

I give the best of myself no matter what. How that is viewed is not my problem. As long as I know that I am giving my very best to life's day to day contact with others, I can say "well done" at the end of the day.

It's not what others write for us as nurses to do when it comes to the treatment of patients we care for...it's about what we live in our walk as nurses when it comes to the treatment of others...patients or not. :nurse:

betts · Apr 25, 2003

passing thru,

What I've got posted at the nurses station:

This is the story about four people named Everybody, Somebody, Anybody, and Nobody:

There was an important job to be done and Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it. Somebody got angry with that, because it was Everybody's job. Everybody thought that Anybody could do it, but Nobody realized that Everybody wouldn't do it. It ended up that Everybody blamed Somebody, when Nobody did what Anybody could of done.

betts · Apr 25, 2003

passing thru,

What I've got posted at the nurses station:

This is the story about four people named Everybody, Somebody, Anybody, and Nobody:

There was an important job to be done and Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it. Somebody got angry with that, because it was Everybody's job. Everybody thought that Anybody could do it, but Nobody realized that Everybody wouldn't do it. It ended up that Everybody blamed Somebody, when Nobody did what Anybody could of done.

zudy · Apr 25, 2003

Originally posted by cheerfuldoer
Just my heartfelt two-cents and then I'll mosey onward.

In all of life...whether professionally or personally speaking...it's common courtesy to be polite and respectful. Having said that, I was raised to be a "nice girl"...then life ran me over with a double mac truck...life happened in a mean way for years for me...but in spite of it all...I came out shining on top because I never compromised those valuable lessons I learned about "Doing unto others as I would have others to do unto me." I take these lessons to my daily work environment. I don't see myself as a maid, therefore, no one else can MAKE me be something I know I am not. My own perception of myself is all that matters. If I do for someone...patient or nonpatient...I do it from the goodness of my heart.....to poop with what the Admins may write about "customer service". I KNOW HOW TO BEHAVE...on and off work.

It didn't take becoming a nurse to know how to morally and respectfully behave, nor did it take becoming a nurse to learn how to serve mankind without forgetting about serving my own needs in the process.

I give the best of myself no matter what. How that is viewed is not my problem. As long as I know that I am giving my very best to life's day to day contact with others, I can say "well done" at the end of the day.

It's not what others write for us as nurses to do when it comes to the treatment of patients we care for...it's about what we live in our walk as nurses when it comes to the treatment of others...patients or not.

As always, cheerfuldoer, so well put. I hope that I, too, will always give the best of myself, on or off the clock.

I also had to go to the lecture where the man and dog were hurt. The person giving the lecture wondered out loud,"Why don't they make ER's more like Disney World?" (What he meant was, all smiles, happy greetings, etc.) Trying to explain a busy Trauma 1 ED to ppl like this is like trying to teach a pig to whistle, it wears you out and it annoys the pig. So, be good to your pts, be good to yourself.

zudy · Apr 25, 2003

Originally posted by cheerfuldoer
Just my heartfelt two-cents and then I'll mosey onward.

In all of life...whether professionally or personally speaking...it's common courtesy to be polite and respectful. Having said that, I was raised to be a "nice girl"...then life ran me over with a double mac truck...life happened in a mean way for years for me...but in spite of it all...I came out shining on top because I never compromised those valuable lessons I learned about "Doing unto others as I would have others to do unto me." I take these lessons to my daily work environment. I don't see myself as a maid, therefore, no one else can MAKE me be something I know I am not. My own perception of myself is all that matters. If I do for someone...patient or nonpatient...I do it from the goodness of my heart.....to poop with what the Admins may write about "customer service". I KNOW HOW TO BEHAVE...on and off work.

It didn't take becoming a nurse to know how to morally and respectfully behave, nor did it take becoming a nurse to learn how to serve mankind without forgetting about serving my own needs in the process.

I give the best of myself no matter what. How that is viewed is not my problem. As long as I know that I am giving my very best to life's day to day contact with others, I can say "well done" at the end of the day.

It's not what others write for us as nurses to do when it comes to the treatment of patients we care for...it's about what we live in our walk as nurses when it comes to the treatment of others...patients or not.

As always, cheerfuldoer, so well put. I hope that I, too, will always give the best of myself, on or off the clock.

I also had to go to the lecture where the man and dog were hurt. The person giving the lecture wondered out loud,"Why don't they make ER's more like Disney World?" (What he meant was, all smiles, happy greetings, etc.) Trying to explain a busy Trauma 1 ED to ppl like this is like trying to teach a pig to whistle, it wears you out and it annoys the pig. So, be good to your pts, be good to yourself.

BrandyBSN · Apr 25, 2003

Originally posted by EmeraldNYL
Excellent post, I totally agree. I feel it's important to treat all patients and their families with dignity and respect, but where do you draw the line when they have such a sense of entitlement and think the hospital is really the Hilton? How do you experienced nurses out there deal with overly demanding/needy patients? What do you do when a patient or one of their family members complains about you to administration?

Exactly. What do you do? Smile, be cheerful... One of my coworkers has a pin she wears that says "I'm a nurse, im here to save your a$$ not kiss it). I am ALWAYS nice and courteous, but I refuse to cater to the whims of patients families. If they ask me for a soda, or something to eat, I show them a map and point out where the soda/snack machine is... I feel I stand up pretty good at the end of the day and rarely feel pushed.

However, at the end of other days, I feel like just getting a note and taking their orders. It makes it easier.

Would you Like Fries with That?

BrandyBSN · Apr 25, 2003

Originally posted by EmeraldNYL
Excellent post, I totally agree. I feel it's important to treat all patients and their families with dignity and respect, but where do you draw the line when they have such a sense of entitlement and think the hospital is really the Hilton? How do you experienced nurses out there deal with overly demanding/needy patients? What do you do when a patient or one of their family members complains about you to administration?

Exactly. What do you do? Smile, be cheerful... One of my coworkers has a pin she wears that says "I'm a nurse, im here to save your a$$ not kiss it). I am ALWAYS nice and courteous, but I refuse to cater to the whims of patients families. If they ask me for a soda, or something to eat, I show them a map and point out where the soda/snack machine is... I feel I stand up pretty good at the end of the day and rarely feel pushed.

However, at the end of other days, I feel like just getting a note and taking their orders. It makes it easier.

Would you Like Fries with That?

Puffie · May 2, 2003

:rolleyes: I've been in nursing for more than 40 years. I remember when nurses were allowed to be nurses and provide nursing care to their patients. I've also been a waitress on the side and a hostess. Now a days my nursing role consists mostly of being a waitress and a hostess to my patient while they quote nursing care advise given them in the local restraunte or hotel.

I don't feel that it is my legal, professional, nor ethical duty to be "best friends" with my patients as I let them continue to harm not only their own body's but often the bodies of those around them. When did nurse begin to be spelled ENABLER!

udontwannabme · May 3, 2003

We have one nurse where I work, I like her alot, she does a good job, but she speaks her mind and tells the pt how it is. She is very close to being fired, for so many pt complaints because she isn't as nice as the other nurses. I really can't understand this, because the last time she was wrote up, the pt told her that he could get any one fired, and the only thing she did wrong was tell the guy that he couldn't go out to smoke! (drs orders) Thing was he could have gone out on his own, but he was a copd'er and wanted to be taken out in a wheel chair!!!! But since she had a complaint the supervisior told her to keep her job she had to go to anger management. We are so big on customer service, that no matter what the pt is right. It really makes me sick.

Go figure, I would hate to think that I did everything I could, but the pt didn't like my looks and complained that I didn't smile or something, and then I would have to go to anger management.