Grr! "Customer Service" Nursing Gone Crazy!

Not_A_Hat_Person, RN · Dec 3, 2009

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.

I was an ED volunteer for 2 years. I fluffed a lot of pillows, fetched a lot of blankets, and passed out magazines. I also made a lot of coffee.

Let the nurses deal with patient care. Bring back the coffee-making, blanket-fetching volunteers!

NurseKitten, MSN, RN · Dec 3, 2009

Makes me appreciate my nurse manager even that much more. She'll back us if we just simply don't have time.

Doesn't mean they don't threaten to go to the "other" hospital, which has caused me to ask them in the sweetest tone imaginable if they thought their loved one would be better served by a state-certified brain and spinal cord injury trauma center or a small community hospital that sends us anything more complicated than a hangnail. :devil:

psalm, RN · Dec 3, 2009

My standard answer for nonessentials is "I will get to that when I can, or I will ask an aide to get that for you."

Prioritize. Yes, it's hard when there are squeaky wheels, but my assessments; blood sugars; med passes; PRNs; tube flushes & feedings; treatments and dressing changes and c/o chest pain take priority over extras.

allnurses Guide · Dec 3, 2009

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?

Yes!! I was going to point that out, too but ran out of time. I was a volunteer when I was in high school, which served two purposes. First, it was part of a community service requirement for a charity group I belonged to, as well as a career goal program where my school partnered with various businesses to let students get a little experience and see something of what the actual job entailed. I was later able to shadow an actual nurse during her shift when I was still in high school!! :up:

Anyway, they taught us the finer points of wheelchair transfer, bouquet freshening and ice water fetching-- as well as talking to the patients, Lord knows we wish there was time to do those things, but there isn't. I know kids still do community service, my son and daughter did, so :confused: ?? Anybody who can shed some light on this I would love to know. I really hope it isn't a liability issue of some kind, but I do know also that a hospital would sooner get rid of a non-essential program than to adapt themselves to the changing legal landscape.

Zookeeper3 · Dec 3, 2009

"I'm in the middle of passing meds right now" or "I'm in the middle of patient care", I'll get to that as soon as patient care will allow is what I say with a smile. I'd always like to think that this redirects the focus to our priority, the patient. Some times it actually works. I've repeated that mantra several times in a row to stubborn families who "insist on a STAT blanket for themselves", each time I smile more and talk sweeter until I'm done with them and say "excuse me" and go back to my patients.

We all try hard to please these folks and make them comfortable, when our patient priorites are covered first. I also don't take calls when passing meds or giving care either. Patient satisfaction is very important with medicaid/medicare reimbursement changing, but no one can be satisfied with med errors, pressure ulcers and missed treatments.

Maybe in the next health care resolution, the patient care might just turn out to be the priority? But I'm sure there are tripplicate forms to fill out for that.

tewdles, RN · Dec 3, 2009

The re-defining of the nursing job has been going on for some time...back in the 70's many hospitals cut costs by cutting environmental staff. The nurses were expected to clean the sitz tubs, empty the trash, etc. In the 80's they decided that we probably didn't need so many "support" staff, so nurses had to fill their own charts, answer the phones, etc. Those two examples I lived through but was not compliant...it made some of my working days a living hell because I was a "trouble maker"...but someone sometime has to be willing to stand up for what is right and appropriate!

Most nurses that I am acquainted with have no problem with assisting a family member with their needs when they have the time. But...and this is a big but...it is an entirely different thing for management to EXPECT this behavior. When hospitals do NOT currently employ adequate numbers of nurses to provide safe care yet require them to cater to visitors, it is completely unacceptable and another indicator that nurses need to have a united voice about who and what we are as a profession.

BigBub1000 · Dec 3, 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!?

You need to tell people that you will get to their requests when you are able but that you have a patient who is deteriorating and must take care of him or her first. Be apologetic but firm. Say it then leave and go take care of the drain circler.

You might actually need to leave if Admin gives you any mess about handling emergencies and taking care of patients in lieu of waitressing or being a concierge. You might want to run this latest dictum by your union if you have one, your Senator, someone in authority. Your facility is truly gone mad. Do you and the other nurses

have the courage to tell your bosses the realities that you have shared here? Have you tried to get them to spend a few hours with you and see how insane this policy is? Are you sure you understand it?

BigBub1000 · Dec 3, 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.

So are you working for free?

Who reprimanded you?

You need to be courageous, MW. I know it's hard, but no one can do this for you.

StNeotser, ASN, RN · Dec 4, 2009

It's all getting a bit ridiculous. Why are so many family members camping out these days at hospitals - that's what they must be doing if they require blankets.

I will get the worried older spouse this and that but the ignorant grunt of a grandson has arms and legs that will get him all the way to the soda machine.

In our facility the visiting seems to be concentrated around meal times and yes, we do get family members food. But give them an inch and they'll take a yard, one "concerned" son turned up with his wife and two kids and made a complaint that I wouldn't give them all lunch. Take your family out to a restaurant, cheapskate!

meluhn · Dec 4, 2009

I always direct them to the kitchenette or the cafeteria. If you are too accomodating they start taking it for granted and asking for anything that they can think of.

DLS_PMHNP, MSN, RN, NP · Dec 4, 2009

This one burned my britches:

Family member/visitor (complaining to another nurse about me): "I asked THAT nurse for a blanket 10 minutes ago!! Where is it?"

And the blanket was for the lazy ass family member (20-something) camping out in his sister's room. sister was VERY medically stable, he had no reason to stay the night. Period. :angryfire

I wish we could kick those types out... Hey, maybe we can hire bouncers like they have at bars, eh?

Best,

Diane

SoundofMusic · Dec 4, 2009

I hate to say it, but the flu restrictions at our hospital have really cut down on the out of control family members and their idiotic requests. Now they've got only 2 hours to visit and make life crazy, and then we get to chase them out. It's SOOOO gratifying!!

I love chasing out all the kids, as well. No, sorry, you cannot bring 5 kids into this semi-private room and allow them to chase all over anymore. No, you can't bring in 50 extended family members either from the "old country" and camp out speaking in 8 different languages at the top of their voice. There are EXTREME visiting hours now and it is GLORIOUS.

I just think the whole customer service focus is absolutely ridiculous in light of the economic conditions in this country, the socio-economic issues, the immigration issues, etc. I suppose hospitals are forced into competing for "paying" customers now due to the fact that so many don't have insurance and are guaranteed free care no matter what. The laws need to change and sanity needs to be restored to our health care system. It's out of control with these ridiculous ideas and practices. They don't make sense clinically. I can't tell you how much I don't get done because I'm having to constantly work on customer service. Care is COMPROMISED because of it. It's just so wrong.