Please tell me how this is right?!?! - page 5

I work for a large univeristy hospital that also has several branches throughout the metroplex. There has been a huge push for patient satisfaction over the past 9 months. Scores are based on surveys... Read More

  1. by   SmilingBluEyes
    Quote from mercyteapot
    To me, though, not getting a response to a report that you are vomiting isn't poor customer service, it is poor quality of care, which is completely different. It isn't that I don't believe nurses should treat their patients with respect and empathy; it is that I believe those characteristics are integral to patient care, as opposed to customer service. When I hear the term customer service, I think of things like, when you didn't get what you ordered for dinner, did that the nurse take care of it for you? Ideally, she would, yes. OTOH, if she was responding to a call from a patient who was vomiting after nasal surgery and you had given up and just eaten the pork in the meantime, then I don't think it is fair to penalize her with a low satisfaction score.
    well-said. We are confusing issues here.
  2. by   SmilingBluEyes
    I appreciate your clarification, thank you Tweety.

    I think Mercy said it so well; we are confusing nursing CARE with customer service. TOO OFTEN nurses are being held universally accountable for issues not under our control .THAT needs to stop.
  3. by   SmilingBluEyes
    Quote from LPNtoRN
    We nurses shouldn't think just because we are in the field to help save lives that means we can stomp our feet and stick our noses in the air and we shouldn't care if our patients are satisfied with our method of providing care. It's very true that we are not a maid service or running a Holiday Inn but I know if I'm a patient I do want to be treated with respect and no, it doesn't hurt to be catered to a little when you are sick. We are dealing with people who are at their worst and who can be touchy and demanding. But (within reason) we do need to see that the patients are satisfied. Having been a patient myself about 2 yrs. ago, I have to say I was disapointed with the service (yes, it *is* a service). I'm generally one of the types who doesn't care about being stuck at the end of the hall and forgotten about, but when I stayed overnight in the hospital (I had nasal surgery) I remember calling for help because I was throwing up. I talked to someone over the speaker and they said "okay." No one ever came. Sure, I got over it, but it would have been all the same if I had choked to death on my own vomit. I have not yet worked in a hospital, and I do realize patient to staff ratios can be very strained and the work is hard, but from a patient's perspective it seem as though no one cared enough about their job to even come see about me when I called for help.
    I did get a survey to fill out but I never sent it in. I can't say I think these are a terribly bad idea, though. In all fields you will have people with bad attitudes and a sense of entitlement that bring everyone else down. Better to weed these types out, I say.
    I am sorry but I must have missed it: who said we thought we should stomp our feet and demand our way? I think a reasonable expectation is to hold ALL levels accountable when programs like Studor are put in place. No nurse said here we should not be held accountable for what is our responsibility to render good nursing care. What we are saying is, Studor programs are a disaster in the hands of dysfunctional management/administrators.

    And how do you define "catering"? If it's to do our jobs, as nurses, that is not catering, it giving good nursing care. If you are vomiting, it is not "catering" on my part to clean up and give you meds to make it stop.

    But, If you think everything under the sun should be our responsiblity (like dietary, housekeeping, unclogging toilets, etc other jobs), get in line. So do, apparently a lot of others. It's wrong and in some places, nurses are stretched WAY too thin as it is.

    I have been expected to plunge clogged toilets at times, as we have no around at night to do it----well if I am plunging a toilet, cleaning a room (we have to turn over rooms we triage our patients in), or if I am running down to make up someone's sandwhich at 3 a.m., or making a patient's family coffee, (all considered "good customer service"), it's hard to respond immediately to a patient asking for pain meds or vomiting, know what I mean?

    Since you have not worked in a hospital, I am sure a lot of what I am saying sounds like I am justifying your lousy care, but I am not.

    No, if you got lousy care, I hope you wrote the CEO/DON to address these issues. Like I have said before, you have recourse, but nothing will change if a clear communication of your needs not being met is not provided to people who can help you....
    Last edit by SmilingBluEyes on Nov 26, '05
  4. by   nursemaa
    It is so hard to balance the care aspect and the service aspect, particularly when you're dealing with a demanding patient. I think we (and the Studer group) have to accept that there will be times when someone's going to be upset about the service, because we were running around like crazy delivering care.

    However, if you can't deliver the service, it only takes a moment to apologize and do what you can to rectify the situation (maybe have someone who's not busy get that cup of coffee or whatever). That's where teamwork comes in. If the patient's nurse is busy, maybe someone else can step in and help.

    What I think hospitals are trying to get rid of is the "it's not my patient", "it's not my job" mentality, along with the staff who are just really abrupt or downright rude to people. Both hospitals I've worked in, the administration seems to understand those times when everyone's running around like crazy and the service aspect gets put on the back burner.
  5. by   Tweety
    Quote from SmilingBluEyes
    well-said. We are confusing issues here.

    I agree. So if we're a bit confused, imagine what the general public you care for things.

    You give awesome quality of care. The patient complains he didn't get his dinner and would like his water picture filled. Nurse says "I don't have time for that right and it's not my job, I'll get to it when I can, you're not my only patient you know. This isn't a hotel or a high class restaurant."

    What is the patient going to remember about this nurse? What is she going to put on her survey?

    There are ways to respond to and treat patients when you're stretched too thin and stressed.
    Last edit by Tweety on Nov 26, '05
  6. by   Tweety
    Quote from nursemaa
    What I think hospitals are trying to get rid of is the "it's not my patient", "it's not my job" mentality, along with the staff who are just really abrupt or downright rude to people.

    I read this after I posted above. I agree.
  7. by   Agnus
    The problem as I see it is when a company adopts a blueprint for customer service that has been created else where it often does not work simply because they are missing essential insight in the first place.

    Customer service and good treatment of employees is not a formula, nor a script that someone else wrote. You either have deep respect for others or you will never achieve what you are after with this manipulative behavior. Employees and customers see through the robotic manipulation that is adopted when perscribing scriped behavior for others. It works in the places where it was started because the behaviors are an outgrowth of human reguard not the otherway around and until companies get the part that the human respect comes first and the words and behavior naturally follow they will continually struggle.

    This classification of performser and then talking to each group has failure written alll over it. There is a way to talk to people it is not shape up or get out. The person who came up with that already displays poor people skills himself.

    It is true this wont go away. I don't thing anyone is argueing that. That is the favorite line of managers who feel trapped and do not know how to fix a problem. It is a way of saying we just have to take it. Showing again poor people skills. I know I am hitting some nerves here.

    People skills are teachable. Like most here have said it starts from the top down. We have management who have received a mandate to implement something they truly do not understand themselves. Managers must learn to use the skills (remember skill takes practice before it is learned) They must truly emulate it toward everyone including the "poor performer" before they can begin to teach others. People skills are best learned in an enviorment where they are consistently practiced.
    Last edit by Agnus on Nov 27, '05