Grr! "Customer Service" Nursing Gone Crazy!

DLS_PMHNP, MSN, RN, NP · Dec 2, 2009

Ohhh yeah!

Had a pt's family member ask me for "water with a slice of lemon". I chuckled. He was irritated and said "you can't just cut up a lemon". ***??

I send his happy ass down to the cafeteria.

I had a pt last week tell me at the end of my shift that I was a "good nurse" and "thanks for waiting on me.."

Yup. Gotta love hospital administration.

Great thread, BTW. Thanks for starting it. My sentiments exactly.

lindarn · Dec 2, 2009

Where does it say on your nursing license or the nurse practice act, that "waiting on patients and families", is part of the job. As long as nurse allow this to go on, administration will continue to humiliate you in this manner.

Get together as a grop and flat out refuse!!JMHO and my NY $0.02.

Lindarn, RN, BSN, CCRN

Spokane, Washington

TheCommuter, BSN, RN · Dec 2, 2009

I've noticed that no other hospital professionals are expected to participate in the "customer service" spectacle as heavily as nursing staff.

The physician, pharmacist, occupational therapist, psychologist, dietitian, social worker, lab technician, physical therapist, speech language pathologist, and others are hardly ever sought out to provide families and visitors with water, soda, snacks, chairs, and assistance with the television.

Sometimes it personally disgusts me.

SteffersRN87, BSN, RN · Dec 2, 2009

My boyfriend's grandmother recently passed away. When his mother was telling us about her last hospital visit, she said "the nurse who was waiting on us..."

My boyfriend (also a RN) and I looked at each other. He corrected her and said... "you mean the nurse who took care of her..."

It really drives me nuts! I mean yes we need to be nice to patients and treat them the same way we would want. But for crying out loud... I am not a waitress... Neither is the PCA...

And, by the way, we do not keep Grey Poupon mustard on stock... Please, bring your own!

jbjelus1 · Dec 2, 2009

what can i say but i feel your disgust at times, however i try to do my job to the best of my personal ability no matter the situation, but there are times when i have asked myself is all of this really worth it

sunnycalifRN · Dec 2, 2009

:angryfire Ohh I'm so irritated today. Today was one of "those" shifts...the kind you dread. I'm especially frustrated with the way patients/families treat us nurses, and the administration that encourages such behavior. There is absolutely no more respect in this "customer service" focused society. People want everything right now....no matter what. Today I had some real doozies. The family of one guy was killing me. They were literally barking orders at me like I was a short-order cook. They constantly wanted drinks, food, blankets...for themselves! We were told recently by management that taking care of the family is part of our job, and we were to comply in any way we can -- so yep, I have to make rounds to bring drinks/trays/snacks to entire families now. I'm literally waiting on able-bodied 19 year olds who have an inkling for a Coke. Nevermind a patient next door is circling the drain....Junior needs some ice for the drink he brought in pronto! I'm just so sick of this I contemplate quitting at least a dozen times a day! Anyone else feel this way!?

Remember in nursing school the part about getting patients to take care of themselves? The family can get the blanket from the blanket warmer and point Junior toward the ice machine/Coke machine. Then, you can care for patients that really need your care.

Student2Registered · Dec 2, 2009

I agree with the above poster, show him the ice machine and the linen closet, all with a "you've gotta be kidding me" smile.

Lacie, BSN, RN · Dec 2, 2009

We always reserved drinks, snacks, etc specifically for pts and not family members also. If they needed these things they are directed to the cafeteria. I futher encourage patients to do for themselves what they are able to do. I will not "wait" on a family member fetching blankets, etc. Now it's one thing if that 1 family member is staying in the room with thier confused family member to so as I'm not in the room every second to keep them in the bed. In such cases I have been known to grab a blanket or a coffee but otherwise point to the cafeteria.

MERRYWIDOW46 · Dec 2, 2009

I was reprimanded because I did not know all the cable channels when asked by a family. I don't LIVE in the cable service area nor do I USE that service. Look at the TV schedule in each patient room. I am not the maid, cook, or waitress. However, am told by administration to cater to patients and families. However, no OT to complete nursing responsibilities. GO FIGURE, I wouldn't be late getting out were I ONLY delivering excellant NURSING care.

maxthecat · Dec 2, 2009

If hospitals want this level of service for families, why can't they create special customer service positions specifically to wait on families, bring drinks, bring blankets, handle tv requests, etc. It would be a lot more efficient and effective and would allow nurses to do what they're being paid to do--assess, monitor, intervene for the patient's well being, etc. If I am hospitalized with pneumonia, I want my nurse concentrating on my state of health, not worrying about how to fit me in between trips to the kitchen for goodies for the kids next door! :angryfire

PAROPPY, BSN, RN · Dec 2, 2009

OMG behavior like this from the families and sometimes even the patients absolutely kills me!! No I can't get you an eclair from the kitchen at 1030 at night, no I don't have any mango juice, and no I don't have an electric blanket. Also I will not be searching the entire hospital for you for a fan at 3 AM because the floors are being cleaned and you don't like the smell. This is a hospital not a hotel. As much as I want to go all out for my patients and thier families, sometimes it is just too much.