Grr! "Customer Service" Nursing Gone Crazy!

meluhn · Dec 19, 2009

Thats because nobody else would put up with it. I believe strongly that it is due to the codependent culture in nursing being the acceptable norm. Those of us that are not codependent are the ones that are not "stepping up", "devoted enough" etc etc. I always wanted to be a nurse when I was young and got my degree when I was older. I had been through lots of couseling by then and shed the codependency. I realize now that this job would have been a fit when I was young and could not say no to anything and had all the other little trademarks of codepency and growing up with an alcoholic parent. But as a person that is "codependent no more" its probably not a good match. Still trying to figure out if there is any way I can fit into the codependent culture without losing all the gains I have made. Anyone else with the same problem I would love to hear your solutions!

What you said really hit home with me because I have just noticed that I and many of my coworkers fit the description of a codependent. (I just kind of learned what it was) Not so much refering to substance abuse, just everything else. We need to take care of people with problems and take abuse so that you we can think about their problems and the problems they cause us, instead of focusing on our real issues. Like you, now that I recognize this in myself, I am so over it. I am good at what I do and I sometimes enjoy it but I dont have any tolerance for the nonsense anymore. The expectation that we are selfless angels of mercywho will go the extra mile everytime. I'm sick of it. I would love to get out of nursing but don't know what else I can do.

nurse441 · Dec 19, 2009

so far in postpartum, i've dealt with...

- dad saying the baby pooped and smeared on the plastic ID band, therefore i must replace the ID band.

- the dad saying "my 4 year old wants to feel special that her baby sis is born, so she would also like to have an empty hospital wrist band to wear, just like the mom & baby" :nono:

- dad saying, i would like a sandwich with mayo, cheese + soda + ice + extra diapers + extra blankets + ohhh yea and lotion for my dry hands!!!

this is postpartum...... i can only see how horrible being a waitress is.

Virginia Henderson defined nursing as "assisting individuals to gain independence in relation to the performance of activities contributing to health or its recovery".... shorter words.. if you can, do it urself!

lindarn · Dec 19, 2009

This garbage goes on be cause nursing attracta co-dependant individuals. And hospitals encourage this attitude to keep nurses, "barefoot and pregnant. Nurses like you and me got away from bedside nursing so all that is left are nurses who have a dysfunctional, "need" to be "needed"attitude mentality. Those of us who grew up and discoverd we were adults with the ability to make adult choices, have no patience or tolerance for these dysfunctional nurses.

It really is a shame because if you could stick around long enough perhaps you could effect change in the work place environment. It is unfortuante that too many nurses are afraid to go the extra mile that can effect the much needed change in the workplace.

I have thought long and hard about conducting seminars in cities all over the country to assist nurses in seeing how their attitudes perpetuate the "dsysfunctional nursing culture". It will be the downall of the nursing proffesion if we cannot change the, "martyr mary mentality", that is so pervasive in nursing. JMHO, and my NY $0.02.

Lindarn, RN, BSN, CCRN

Spokane, Washington

**canoehead, BSN, RN** · Dec 19, 2009

Nursing is like parenting, sometimes you have to plow through it, but the biggest part is setting boundaries and teaching people how to help themselves. Consistency is also key...if patients can go above your head and get what they want, or if they approach someone else and they grant every wish all the work you have done has just been destroyed.

That's a big part of my job satisfaction. If I say we need the patient to stay in bed and the next nurse decides it's OK for the patient to get up then I'm the bad guy, or lazy. If pt A is asking for their 3rd soda I might gently encourage them to provide the UA first, or try advancing their diet with crackers and milk. Then someone else comes along and gives them the soda, that messes up my plan of care, and encourages manipulation. Communication is key, as is respecting boundaries set by coworkers. Talk to them away from the bedside if you feel strongly.

minirn · Dec 20, 2009

Several people mentioned the old "candy striper" volunteers as a solution to the many non-nursing activities we do. I'm curious if anyone here has suggested or implemented such a resurection, did they have any success and how did they go about it? thanks for your input.

lindarn · Dec 20, 2009

Several people mentioned the old "candy striper" volunteers as a solution to the many non-nursing activities we do. I'm curious if anyone here has suggested or implemented such a resurection, did they have any success and how did they go about it? thanks for your input.

How about suggesting to administration, that if they want "customer service," and it is so important for them to have happy satisfied "customers", than tell them that they are shortchanging their "customers" by not providing them with full time "concierge". They are actually doing their "customers" a dis-service by not providng a full time "concierge" that is not distracted by unimportant things like keeping patients alive, on time medication administration, making sure that "guests", so not spend a long time in soiled undergaments, etc.

I did also suggest that the Board of Health might have a problem with "waitstaff", who are handling contamined bodily fluids, etc. I believe that their are public health rules and licensing issues that govern these subjects. I would approach this problem from that end with hospital admistration.

File a complaint with the Board of Health. I truly think that food handlers are not supposed to also be handling waste etc. That is why restaurants have a separate staff to handle/server food and cleanup. JMHO and my NY $0.02.

Lindarn, RN, BSN, CCRN

Spokane, Washington

P_RN, ADN, RN · Dec 20, 2009

AMEN!!!!

We had a number coded lock placed on the snack door with a map of where to get what....cafeteria-hours, snack bar...hours, patient relations.....(that's who you gripe to not me) maps for all. And I'm not above getting something if *I* am not busy, but when is that?

The reason for this is "service excellence" the more attaboys the President gets from the patients the more goes into his $attaboy account, bonuses, retirement, country club. Uh Hunh you understand.

jennilynn · Dec 20, 2009

My daughter had her appendix out a few months ago and got a few day stay in the hospital where I work. It never occured to me to ask the nurses, CNA's for anything other than what my daughter needed. Most of the time she was more than capable of making the requests herself when they came in to pass meds, take vitals, etc. I think she hit the call light once in the 3 days she was there because I had left to go home and shower. I brought my own blanket from home, my own little cooler of Diet Coke and snacks, plus the cafeteria was right downstairs. I did help myself to coffee in the visitor's lounge, even though I know the code to the pantry on the floor.

I haven't done my med/surg rotation yet, so I haven't had the pleasure of experiencing it first hand, but do families really expect Cokes, meals, blankets, etc and the nurse to be at THEIR beck and call? Awww hell to the naw.

I know that, as nurse's, we do provide "customer" service, and at orientations all over that is what is crammed down our throats. It's a little disheartening to think that great nurses are getting unsatisfactory post visit satisfaction surveys filled out on them because they ****** off a freeloading family member.

bigbub3000 · Dec 20, 2009

so far in postpartum, i've dealt with...
- dad saying the baby pooped and smeared on the plastic ID band, therefore i must replace the ID band.
- the dad saying "my 4 year old wants to feel special that her baby sis is born, so she would also like to have an empty hospital wrist band to wear, just like the mom & baby"
- dad saying, i would like a sandwich with mayo, cheese + soda + ice + extra diapers + extra blankets + ohhh yea and lotion for my dry hands!!!
this is postpartum...... i can only see how horrible being a waitress is.
Virginia Henderson defined nursing as "assisting individuals to gain independence in relation to the performance of activities contributing to health or its recovery".... shorter words.. if you can, do it urself!

Does your employer expect you to make the sandwich, call the kitchen for it, or tell him to go to the coffee shop, or what?

What did you do about all of his other wishes - the armbands, etc.? Do you even have these to give?

If you were not required to comply, I hope you didn't.

I think you should have been able to add 2 more patients, or at least 1 more, to your assignment sheet, with these time-consuming activities with which you were confronted.

litbitblack, ASN, RN · Dec 20, 2009

Its also the generation that going on right now. the younger people are all "whats in it for me" and thats all they care about. Then you have admin backing them up when they "threaten to sue". Let em. Then the expensive attorneys that are already getting paid can actually work.

Katie5 · Dec 20, 2009

It is not hard for anyone with common sense to understand. However, one has to wonder about the significant others/family/friends who feel entitled to a cold Coke and a warm blanket when they aren't the patient---and about the administrators who encourage inappropriate, demanding and rude behavior in the name of "customer service."
I have to admit I was outright shocked after a recent hospitalization and surgery when I ended up in the ER for a complication. I whined a little about getting an IV because my veins had pretty much been blown during my hospitalization and the doc looked at me and said, "Well, it's all about 'customer service' so if you REALLY don't want an IV...."
The IV was necessary and I got it with minimal whining, though it did hurt like Hades. Customer service, my eye. If something is necessary for one's diagnosis or recovery, it's necessary---although patients do have the right to refuse treatment. Just don't say that letting someone refuse treatment is providing "good customer service."

I have weird humor like that but I kinda like the doctor's comment:cool:

Katie5 · Dec 20, 2009

By the way, I don't see this changing because there are just too many nurses that do not want it to change. And no matter what anyone says I firmly believe that that is the real problem and that is the reason I can't see myself on the floor long , not because I am "above" the job which you hear all the time about new nurses that dont want to stay on the floor. But because I dont fit with nursing culture.
I went to school with a great group of people. But during a few of our presentations on nursing things I really realized that I was in the majority. One of the students, talking about working short being so prevalent actually compared it to parenting and said something in the effect of you know its like parenting it can get tough but just dont give up just push through it, take it without complaint cause your patients need you. Most of the presentations were about the "nursing shortage" and most everyone talked of soldiering on for the patients no matter what hit them or how abusive or bad the working environment. I was floored.

That doesn't really mean that's what she really thinks- it's Nursing school:)