I am feeling like a waitress lately. Management is not helping. I understand we are capital driven industry just as any other- but lately its getting ridiculous.
Our supervisors are now doing "rounds" that include questions to every pt. like- "how have the nurses been treating you?".....sorry that comment just took me back to my spaghetti slinging days when my over zealous manager would ask every table-how's your service today-did your server meet and greet you within 30 seconds of your arrival with a smile?
These rounds are a precursor to the follow up-(how did you feel about your service and stay in the ICU) calls our sups make when we actually d/c pts from the ICU (happens quite a bit).
Just irritates me that I work so hard, went to school for quite a long time and i am judged not by my skills and work ethic but more...how fast did i answer your call light-or did I stop doing chest compressions on your dying neighbor to get you some ice water with extra ice and two straws?!?!?! My bad, you deserve a discount off your bill! Oh, and make sure you notify every Dr you see that I didnt answer you call light fast enough. That way he can scold me on the way out:) LOL.
It is common sense, you ask enough sick, hurting, grumpy, scared people if everything was exactly perfect, to their liking, of course some are going to say they had a bad experience! I cannot wrap my mind around it that the "suits" with all the degrees cannot figure that out.
I agree, IMO suites need inservices on patient needs, prioitizing, and looking and thinking outside the box to become proficient at problem solving. They need to understand the problem, not with their employees but with the patients fears, anger towards their illness.....you get it.
Ack. The whole focus on customer service is getting ridiculous. As a patient, of course I would expect respectful treatment from the clinicians who are caring for me. I would also offer them respect in return. With scripted dialog and "customer service" ratings, it takes away from -- even cheapens -- patient care. It degrades otherwise highly skilled and caring professionals. (OK, I know there are always those with an ax to grind, but that's for another post.)
To me, patient-centered care is exactly as it sounds: putting the patient first in terms of clinically competent and compassionate treatment. Using your nursing and critical thinking skills. Advocating for your patient, edcuating your patient, doing the very best you can to help them heal or -- in a palliative care case -- bring them comfort.
Customer service-based care is not patient-centered. It's ego-centered.
Customer service-based care is not patient-centered. It's ego-centered.
Isn't that the truth! I remember one pt...gave me such a hard time about everything...her family member stated "You better listen to her, she's all you've got".
Yep-thats it, all you got is a competant..extremely patient nurse who is doing everything in her power to please an unpleasable person...horrible luck huh?
Specializes in CNA, Surgical, Pediatrics, SDS, ER.
I agree that management does not defend their staff when it's appropriate @ least not where I work. They are always busting the ER docs balls when a survey comes in saying that their pain was not adequatly managed. They are usually the drug seekers that come in to get their legal fix. Our docs do not feel the need to feed their habits but then it turns into "not adequatly treating pain." What a bunch of BS. Too bad those surveys don't have a little patient hx to go along w/ them.
I always try to treat my patients w/ dignity and respect no matter what their visit is to the ED. Some times it's hard when patients or family members start to become rude or become very demanding when it's a crazy out of control noc. I feel like I'm a waitress/maid/nurse all rolled into one fetching food and drinks, cleaing up or tiding up after the patient & their families, plus doing the job that I'm paid to do. We put up with a lot as nurses and we deserve a lot more respect from both patients, their families, and management. We should have rules that families need to follow during their visits w/ the patients! First and foremost would/should be:
I feel like I'm a waitress/maid/nurse all rolled into one fetching food and drinks, cleaing up or tiding up after the patient & their families, plus doing the job that I'm paid to do.:sasq:
Agreed. If management really wants good customer service, They should hire staff specifically to address these needs (wants). We really have our hands full NURSING.
When DID it become our job to tend to housekeeping, dietary, clerical, social work, television repair, etc anyway? Not to mention becoming our patient's social secretary and visitor traffic monitor/director? Because it was never covered in school, on the Board exam or in my job description.
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sharona97, BSN, RN
1,300 Posts
I agree, IMO suites need inservices on patient needs, prioitizing, and looking and thinking outside the box to become proficient at problem solving. They need to understand the problem, not with their employees but with the patients fears, anger towards their illness.....you get it.
But will they?