Grr! "Customer Service" Nursing Gone Crazy!

mudd68 · Dec 2, 2009

I can definatley relate to this post. I work on a busy med surg unit that includes tele, dialysis, OSA monitoring and the occasional trauma overflow. We are a county safety net, so we are basically going into the hole finacially, having to lay off ancillary help, to take care of these people who have neglected their health their whole lives. None the less I try to do my best each shift. The other day I was discharging a pt and as he was walking off the unit, he waved at everybody as said "thanks for all your service!" I looked at my co worked and said, "I knew it! We're servants!"

Hoozdo, ADN · 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.

This is ludicrous. I am also asked all the time what channel is Dancing with the Stars, NBA basketball, yada, yada.

I have NO idea what channel it's on. What gives families the impression I actually watch TV at work and know what the channels are?

I don't even have time to read the computerized policies and procedures! I can't access them from home or I would read them at home.

There is a better question than that which is irritating. It's "my TV is broken, please fix it". Am I the TV repairman now too? It is difficult to rustle up a TV repairman at 3 AM!

allnurses Guide · 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.

You were actually reprimanded for that?? How can you stand it? It's so different from when we started! Is it like turning on scalding water a degree at time= you don't notice it? Since I am a re-entry nurse after kid-raising hiatus-- it's been culture shock. :eek: Which is why I flat refuse to call a patient a "client". So sue me. Maybe Burger King is hiring.

Shoot- I remember the day when if I snuck some congealed cherry jello in a styrofoam cup to a family member, they practically gushed with thanks and appreciation. :chuckle

Mandylou · Dec 2, 2009

This kind of stuff makes me bone weary and zaps my patience. Walking out of the room one time I heard, "Waitress!" Sigh, I responded with a yes sir. He was older maybe he was a little confused or maybe not.

Sometimes it depends on the patient or family member how eager I am to run fetch hot water, or a blanket. There are times when a family member will stay with a demented or really sick loved one. I feel like I can go out of my way for them. It is the snotty teenager's friends that are rude and demanding that make me angry.

interleukin · Dec 2, 2009

As usual, it the nurse is his/her own worst enemy.

There are times getting "stuff" is perfectly appropriate.

But otherwise, if you're busy, have the guts to say, "That'll have to wait."

And then hope to be reported so you can say, "I thought patient's came first in this hospital?"

It's your job to know what needs to be done. Families know an will respect that if you are firm and direct. If you can't say "no" to requests which affect your patient care, then you need to reassess your practice.

Stop running around like a crazy person and they'll stop treating you like a chicken without a head.

gcupid · Dec 2, 2009

the patient is the individual, family, community...LOL!

it wouldn't be bad if we actually had help...but honestly my personality wouldn't allow me to get mad unless I had a patient that was sick & going down hill & you are taking all my time..

otherwise I would just start laughing at family members...and I have done it before.. It's harder to lose your job over laughing at something than to be angry @ others....I can't afford to slam doors, curse people out, and lose my license over ignorance.

vivacious1healer · Dec 2, 2009

I can totally relate to this issue!

If I get one of those families that are that demanding, I will do one of two things:

1) give them a look of exasperation while asking, " are you SURE you don't need anything else?" (of course after bringing in the laundry list of items requested)

OR

2) Pull out my beeper and announce, "Oh! Gotta run, I have a real emergency!"

Most times it works....

TigerGalLE, 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.

Yea they all come tell the nurse that the patient's husband wants a coke!!! Or that the patient wants another blanket!

XingtheBBB, BSN, RN · Dec 2, 2009

If serving drinks and snacks is important to administration, then they need to take a lesson from OB/peds and have DIETARY bring up a snack trolley to the lounge area or waiting room. Let the NURSES go back to NURSING.

Wonder what admin will think when they see that all the muffins and juice disappear into someone's purse? Maybe we should track the cost of blankets and pillows and sodas to families?

allnurses Guide · Dec 2, 2009

I think someone suggested a new job category if employers believe part of a nurse's job is catering to the whims of families, and nurse's are worried they will lose their license if a family member doesn't care for the service?? :uhoh21:

They need an Adult-Life specialist like peds has the Child-Life specialist. They would roll a cart around with snacks and decks of cards, mini-video games and fuzzy slipper- socks. Making balloon animals might be a bit over the top, but wagon rides should be offered, as well as interactive games, like a scavenger hunt if they get too bored in there with the patient.

Sorry for the irreverent snark, everybody. It helps me keep my sanity. :rolleyes: :)

XingtheBBB, BSN, RN · Dec 3, 2009

I think someone suggested a new job category if employers believe part of a nurse's job is catering to the whims of families, and nurse's are worried they will lose their license if a family member doesn't care for the service?? :uhoh21:
They need an Adult-Life specialist like peds has the Child-Life specialist. They would roll a cart around with snacks and decks of cards, mini-video games and fuzzy slipper- socks. Making balloon animals might be a bit over the top, but wagon rides should be offered, as well as interactive games, like a scavenger hunt if they get too bored in there with the patient.
Sorry for the irreverent snark, everybody. It helps me keep my sanity. :)

I know you're tongue-in-cheek but I don't think this is way off. Whatever happened to candystipers/ volunteers on the floors? Why did we pull them all back and put them in offices stapling mail? They (we) used to pass water to pts and families, fluff pillows, grab extra blankets, serve snacks, search out newpapers and even help grandma complete the crossword. It was actually FUN. Now I have different priorities but why don't I have volunteers?

lindarn · Dec 3, 2009

This will continue as long as you allow it to. Point out to administration that you are a licensed medical professiona, not a waitress. Period. Ask for a 15% tip off of the patients hospital bill. And demand it.

I also think that the Department of Health would take issue with nursing staff, who are handling bodily waste, etc, would not take kindly to a hospital demanding that the nursing staff be routinely handling food, drink etc. to visitors, patients, etc. Providing a cup of coffee, glass of water, crackers is one thing,but to be asked all the time to do these things is ridiculous. you are a nurse not a waitress. That is why there are laws for food handlers, and laws for medical professionals.

Hold your ground and just say no. JMHO and my NY $0.02.

Lindarn, RN, BSN,CCRN

Spokane, Washington