Improving Patient Satisfaction

Nurses General Nursing

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i am in my second week of classroom orientation as a new rn at my local hospital. they are trying to implement a new system or way to improve patient satisfaction. the two things that keep popping up are we are to say:

1. before we leave the patients room: "is there anything else i can do or get for you, i have the time."

2. when they are leaving or being discharged: "thank you for choosing xxx"

i have no problem with number one i do it anyway not the exact phrasing. the second one bugs me. like i am an airline stewardess or something. "thank you for choosing xxx we hope you enjoyed your stay buh bye.":uhoh3:

what are some of the things your institution would like you to implement to improve patient satisfaction?

.....

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Gosh....when is it all going to end. I'm with the rest of you, I'm sick of this type of coustomer service. I would love to hear admin say,. Good for you , you took time out to hold the dying little old womens hand until the family arrived. Or good job, your pt was saved due your critical thinking skills ! When are they going to get a grip that we're not a hotel. I have to say, thank goodness I'm leaving nursing in a few years. I'll leave it all to you young ones. GOOD LUCK !

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Specializes in Pulmonology/Critical Care, Internal Med.

HA....thanks time4meRN, but frankly I don't want it.....:)

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Yep press-ganey is all we hear about also. We have to do pt and employee rounding ( to see how things are working, does anyone need to be recognized for excellent care or assistance ect...) So basically the charge nurses are doing some jobs of management cause management used to do the rounding. and we have to do hourly rounds and answer the call lite within 3 beeps. keep the pt informed. blah blah....i know the people who own the press ganey company are making bookoos of money from all the companies that use them.

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Is this a legitimate question to ask in an interview? When I'm a new graduate nurse next year, is there a tactful way to ask my interviewers about Press-Gainey and scripting without appearing to be some type of troublemaker before I get hired? I've worked in customer service my whole life and I'm very good at it, but as I said earlier I can not stomach jobs where I'm treated like a child. Or is this the inevitable direction in which every hospital is moving? If so, grad school will come much sooner than I had planned.

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Specializes in Tele, ICU, ER.
just lovely.

what else shall we do to further compound our already disrespected and progressively failing image of nsg?

leslie

And just when you thought it couldn't get any more Kindergarten...

Anyone ever heart of F.I.S.H.? ; (first impressions start here). If you get a kudos from a patient (I guess, never been inserviced on this), you get a fish STICKER that goes on a board next to your name. Kind of like the gold stars in first grade. Whoever gets the most, gets a ... PRIZE.

And you thought it couldn't get worse. In an ER no less...ARGH.

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i am in my second week of classroom orientation as a new rn at my local hospital. they are trying to implement a new system or way to improve patient satisfaction. the two things that keep popping up are we are to say:

1. before we leave the patients room: "is there anything else i can do or get for you, i have the time."

2. when they are leaving or being discharged: "thank you for choosing xxx"

i have no problem with number one i do it anyway not the exact phrasing. the second one bugs me. like i am an airline stewardess or something. "thank you for choosing xxx we hope you enjoyed your stay buh bye.":uhoh3:

what are some of the things your institution would like you to implement to improve patient satisfaction?

must be an hca facility. i've worked at an hca hospital. once you get out on the floor carrying a full load, you will not have time to say or even think, or even "go" number one!

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I fill out and return the few surveys that I get in the mail. (Hotels, my supermarket and a car rental company.) And I rate 100% of them as poorly as I can in protest to this whole survey culture that seems to be sweeping through corporate America right now.

A year ago, while away on vacation, I cut myself and needed stitches. I went to a local ER. While there, the nurse halfheartedly started with the scripted crap. After I told her what I did, we both laughed about it.

When I got a survey for that visit, I wrote that I was insulted and felt disrespected that the nurse was required to read off a script that was clearly written simply to pander to the lowest common denominator.

While on that subject, a true story to illustrate just how worthless these surveys are. My assistant nurse manager was going through a stack of returned surveys and found one that rated the nursing poorly and wrote down that the nurse was very rude. The person who filled it out was the mother of a pediatric ER patient. She also wrote down her contact information so the ANM called her and asked her what had happened. The mother stated that the nurse was rude because she stuck her baby with a needle and any person who would stick a baby with a needle is a very rude person.

How, exactly, do you account for idiots like that?

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And just when you thought it couldn't get any more Kindergarten...

Anyone ever heart of F.I.S.H.? ; (first impressions start here). If you get a kudos from a patient (I guess, never been inserviced on this), you get a fish STICKER that goes on a board next to your name. Kind of like the gold stars in first grade. Whoever gets the most, gets a ... PRIZE.

And you thought it couldn't get worse. In an ER no less...ARGH.

Oh. My. God.

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Specializes in LTC, med-surg, critial care.

We use Press Ganey and the problem that we have run into is that no one fills the forms out and sends them back in. Last month we had 5 patients fill them out and send them back in, one person didn't like us and since they are 20% of the total we look like a crappy floor (Our floor is second to the ED in the number of patients we admit/treat). Nice.

I read some of the comments and it would be things like "The rooms are too small. There can't be more than two visitors in the room" First, yes we have odd shaped rooms that are small, what do you want nursing to do about it? Second, you can only have two visitors at a time anyway so deal with it.

When I was in orientation we had to listen to the CEO of the hospital talk about PG and customer service. He told a story about someone he knew from church who's husband had a major hear attack and was treated in our ED. The wife called the CEO to complain that her husbands food trays were not arriving "on time" (on time to what?) while he was recovering in the ICU and she wanted something done. So the CEO came on down and straightened things out for them and they were happy. His point being that it's the little things that can make a customer happy. I was so irritated by that story. Your husband is in the ICU because he had a MI and your major concern is the time he's fed? It was so much of a problem that you felt it necessary to call the CEO? And the CEO thought it was a perfectly normal thing to do?

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And just when you thought it couldn't get any more Kindergarten...

Anyone ever heart of F.I.S.H.? ; (first impressions start here). If you get a kudos from a patient (I guess, never been inserviced on this), you get a fish STICKER that goes on a board next to your name. Kind of like the gold stars in first grade. Whoever gets the most, gets a ... PRIZE.

And you thought it couldn't get worse. In an ER no less...ARGH.

Are you referring to the somewhat entertaining motivational video that was made at Pike's Seafood Market in Seattle? Yeah, the guys were funny, but the rest of it--pretty kindergartenish. Way to continue to infantilize the profession.

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