Relationship based care/Playing the game

Nurses General Nursing

Published

My hospital is trying to obtain magnate status. They have hired the Studor Group as a consultant. At the same time another consultant is teaching us relationship based care. Some of the things they have us doing are wonderful, but the projects as a whole leave us with odd feelings. It feels like a game we are being forced to play. They are trying to improve patient satisfactions scores by scripting everything that we do. It all feels very fake. To increase patient satisfaction scores, patients must give us an "Excellent" rating. If they use any other word except "Excellent" our satisfaction scores drop. We are taught to throw the word around throughout our daily routines. It almost seems like we are brainwashing the patients. We do things like hourly rounding when you ask the patient the 3 P's. Do they need something for pain. Do they need pottied or positioned? It all sounds good on paper, but I'm not sure it really gets done. There are numerous other scripted things that they have us doing. We recently started our Primary Care Nursing project. It does not seem to be working very well. They just keep telling us "it works, because other hospitals are doing it." Is anyone else familiar with these concepts and is it really working in other hospitals.

I had to attend an AIDET in-service at a prestigious magnet hospital that I found absolutely nauseating.

Had to watch an awful infomercial-like video of an audience nodding their heads like puppets while a snake-oil-salesman-like consultant took 20 minutes to tell them a story showing that patients want to be confident their providers are credentialed and know what they're doing. Give me a break!

TOTALLY turned me off as a nursing student. If this is the way nursing is heading, count me out of clinical nursing.

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Specializes in PCCN.

Health care just continues to get dumber and dumber. Try making the docs do these things, and see how that would pan out.

considering that half the time it is the docs who are p***ing off the patients, and then we are left in the aftermath of" is there anything I can do to make your stay more pleasant?" i think this customer service thing is getting way out of hand. it is making me seriously consider another profession. if i have to act like a waitress, i might as well be one- make almost the same amount of money, and not have to worry about getting sued for a medical error cause i had to go fluff someone's pillow and lick their feet.:angryfire

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Specializes in SICU.

Pottied?? POTTIED? They actually USE that word??

I think I want to throw up now. I am so freakin' disgusted with the crapola that we've got to put up with... :angryfire

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Pottied?? POTTIED? They actually USE that word??

I think I want to throw up now. I am so freakin' disgusted with the crapola that we've got to put up with... :angryfire

Breathe Grasshopper...

The neuro unit I worked as a traveler did the "excellent" scripting and hourly rounding for the 3 Ps --- pain, position and *yes* potty. The NM actually said all that with a straight face...

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Specializes in SICU.
Breathe Grasshopper...

:rotfl:

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:rotfl:
LOL

Is it just me, or do you find yourself reading some of the posts here describing crap like this and just wanting to *smack* someone?

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Specializes in SICU.

Yeah, I get pretty frustrated when I read some of the scenarios on here. It makes me sad too, because nurses as a whole are a goodhearted people and we are taken advantage of in the name of $$ on a regular basis.

:angryfire

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Specializes in Psychiatry.
I thought magnet hospitals were supposed to be places where nurses WANTED to work? This sounds like working at Safeway... :rolleyes:

DITTO TO THAT! I didn't go to school for 5 years to be forced to read "Welcome to X may I take your order?"

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Oh, Dear God...this sounds farking crazy! I've never wanted to work in a hospital anyway! This whole 'customer service' push is contributing greatly to the grand sense of entitlement that is running rampant t/o our medical care system. Nurses take the brunt of everyone's anger regarding the system...and we have no control over any of it! We're ALL frustrated and we have good reason to be!

*Lack of preventative care and follow-up care because insurance refuses to pay for it.

*Not enough staff because administration wants big salaries and bonuses.

*High pharmaceutical cost AND constant changing of treatment regimens/meds to appease the insurance companies when they don't feel like covering something anymore.

*Unnecessary tests and treatments because the docs are money hungry.

*Undertreatment for the homeless/indigent.

And furthermore...

Employers (in general) and 'the system' do not hold themselves to anywhere near the standards they impose on their nurses. Quite frankly, I see alot of 'medication errors' as being driven by the system! Changing an effective medication and or treatment regimen to a far less effective one due to cost is a med error! You should see what this does to my psych clients! Some of them never return to their previous level of funcitoning!

*Employer attitudes...i.e. 'Just one more thing' and 'Nurses can do no RIGHT'.

My last employer 'Just one more thing-ed' us to death. Horrible, horrible job that was/is indicative of what alot of nurses are going through right now. Sad, but true.

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Specializes in LTC, Med/Surg, Peds, ICU, Tele.

Hey, I have a good joke, want to hear it???

How do you fit an elephant in a Safeway bag?

give up?

Hint: Take the 'f' out of the 'way' in Safeway ;)

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So what if I didn't fill out the whiteboard... maybe I was busy PROTECTING MY PATIENT'S AIRWAY AFTER HE CHOKED ON HIS OWN VOMIT!!!

Excellent.

Does anyone else feel like we've landed in "1984"? Do they really think this is the way to make patients feel cared for? I'm a professional, not a 4 year old. When nurses are content and able to spend time with patients, that will make them "happy." When we are adequately staffed to protect them from complications, that is "happiness."

Why is this so hard to figure out?

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Specializes in vascular, med surg, home health , rehab,.

Glad its not just me feeling more than a little queasy reading this. Zofran anyone?

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