How do you handle HCAHPS?

[jag nurse, RN]

Nursing has changed, and HCAHPS is everywhere now, so we have to deal with it, but how? My main concern is to care for my patients during my shift. I try to do a good job, explain any procedures I am about to do, especially if I'm putting on gloves—even if it's to do something like dump the garbage, because I know glove-donning can cause anxiety. I instruct the pt on the call light, and all of the other things we need to do as nurses.

My issue is that appeasing the patient has become more important than their actual care it seems. If the hospital doesn't get good ratings, it affects their bottom line. In one interview, the manager seemed more focused on whether or not I had good customer service skills than whether or not I was a good provider of care. Nurses can get bad grades (for lack of a better word) depending upon the perception, of the pt. When you're sick and/or in pain, your perception is not going to be skewed. And, if you're a complainer normally, you'll probably be a complainer in the hospital. Pts know that they have the upper hand, because management comes around every shift and asks how well their nurse is performing. Plus, some hospitals send out surveys, once they are home, regarding their hospital experience. I'm sure some of you have had the same issues, i.e. complaints for not getting a pain pill out on time”, not getting the pt discharged on time”, taking twenty minutes” to answer the call light, not calling the doctor, when they thought you should, etc. etc., and that doesn't include family complaints (we all know how they can be at times. I got in trouble, from the whiteboard police, one time for not updating it. : / Really?

It's not that I get a ton of complaints, because I don't. BUT, I am always on edge. I find my self stressing about it, and it takes my focus away, from the reason I became a nurse—caring for pts. How do you all deal with it?

[AJJKRN]

I work nights...whiteboard police aye? Do we work in the same facility!

Disclaimer: It's not that night shifts gets out of the same expectations but we don't have the managers rounding or the whiteboard police to deal with until dawn breaks usually. I don't think I could deal with that constant BS on days!

[Calalilynurse]

I ignore that crap. I rarely write my name on the board because I forget. Its an anonymous survery and they rarely mention names. I know of twice they mentioned a nurse by name and it was positive. My philosophy is I know I'm a good nurse ( so are you) and did you die?

[iluvivt, BSN, RN]

I am just myself.I am polite and give the best care and teaching I can I am an excellent clinician. I focus on that and forget the rest.There will always be some that are not happy or grateful and I can't waste any energy on those sad types.Try to have a shift where you do not spend any time focusing on the scores and see how great it feels.

[jag nurse, RN]

I ignore that crap. I rarely write my name on the board because I forget. Its an anonymous survery and they rarely mention names. I know of twice they mentioned a nurse by name and it was positive. My philosophy is I know I'm a good nurse ( so are you) and did you die?

Haha The places I have worked survey the pt every shift, as in the manager goes around and speaks to the pt and asks specifically how their nurse that day is treating them (in so many words).