Improving Patient Satisfaction

[MrsMommaRN]

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?

[reesern63, RN]

I am soooo tempted...

http://www.cafepress.com/buy/hospital/-/pv_design_prod/p_1167401.68439323/pNo_68439323/id_13749236/fpt_/opt_/c_666/pg_1

Oh. My. God.

HAHAHAHAHAHAHAHAHAHAHAHA!!!!!!!!!

That is too perfect. You have no idea how much I want to get one. Seriously, no idea. It would be worth getting written up.

[EmmaG, RN]

Indeed

[CritterLover, BSN, RN]

i am soooo tempted...

http://www.cafepress.com/buy/hospital/-/pv_design_prod/p_1167401.68439323/pno_68439323/id_13749236/fpt_/opt_/c_666/pg_1

does that come in a travel coffee mug? 'cause if it does, i'm buying three -- one for each shift i work each week. (i'm too lazy to do dishes between shifts.)

and i'm prominently displaying it next to my computer. in triage.

(and can i point to it when i'm asked for a cup of coffee, a pillow and a blanket "because it is going to be such a long wait in the waiting room"???)

[EmmaG, RN]

does that come in a travel coffee mug? 'cause if it does, i'm buying three -- one for each shift i work each week. (i'm too lazy to do dishes between shifts.)

and i'm prominently displaying it next to my computer. in triage.

(and can i point to it when i'm asked for a cup of coffee, a pillow and a blanket "because it is going to be such a long wait in the waiting room"???)

it apparently doesn't come in a mug

perhaps one of these will do: http://www.cafepress.com/buy/hospital/-/pv_design_prod/p_1978134.79190000/pno_79190000/id_13533196/fpt_/opt_/c_666/pg_21

http://www.cafepress.com/buy/hospital/-/pv_design_prod/p_1471799.73713568/pno_73713568/id_14402560/fpt_/opt_/c_666/pg_10

[sjt9721, BSN, RN]

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.

And if you don't do as expected, do you lose your water fountain privileges?

[girtster]

I am really tired and left work in tears yesterday. I am a good nurse (have been in acute care for eight years) and I do the best I can to take good care of my patients. People deserve good care and respect. I have no problem with that. What I do take issue with is the completely unrealistic expectations involved in nursing. I am tired of doing the job of half a nurse and a tech when we are short without receiving the extra pay. This patient satisfaction push comes from a possibility that hospital reimbursements and CEO bonuses could be linked to these numbers. Well I am really sick of being worked to death (literally the stress might kill me) so hospitals, doctors, and CEO's can get richer. I don't see those benefits. I like bedside nursing but the workload is ridiculous and that people who make money without ever touching a patient are telling me how to do my job really chaps my nursey behind. I will never utter some regurgitated script.. I am not a damned robot. Fire me, take away my birthday and my license. What a bunch of crap. I need a new career. :flmngmd::flmngmd::flmngmd:

[xtxrn, ASN, RN]

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?

if the nurse manager thought i was too stupid to think for myself, she would have done well to not hire me. i'm not a canned answer sort of person. i'll do what i can to make people happy- as long as common sense doesn't get thrown out the window....

press-ganey is the passive-aggressive dictator of hospitals. they are passive, the hospital brass is aggressive, and we got 'dictated'..

:flmngmd::flmngmd::hdvwl::argue:

no really- how do you feel? :d

[xtxrn, ASN, RN]

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!

They all do it.... two-bit joints on up to major corporation facilities... all about the numbers ( $ and satisfaction).... :barf01::barf01:

[xtxrn, ASN, RN]

Even the LTC I worked at in 2000 was doing it- and corporate would 'cold call' the facility- different shifts/times and units, and report back if the script was followed.

[mama_d, BSN, RN]

I refuse to script. However, my last few new admits were oriented guys who were joking with me throughout the whole process...so when I got to the part about "we'll ask you for your name and DOB regularly for your safety...we'll wash our hands regularly for your safety" yadda yadda, I told them flat out "Look, I'm supposed to emphasize your safety and tell you I'm going to give you excellent care so if you get a survey in the mail, you'll give us all fives. I have a whole script I'm supposed to go through, but since it's two am can we just pretend I did it and you can go to sleep that much faster?" All of them laughed and promised to give me fives, and to be sure to fill out that they felt safe at my hospital...and all of them thought it was so ridiculous as to be laughable.

So, if I start selling T-shirts that say "Press-Ganey can go suck it", who'll buy one?

[xtxrn, ASN, RN]

I refuse to script. However, my last few new admits were oriented guys who were joking with me throughout the whole process...so when I got to the part about "we'll ask you for your name and DOB regularly for your safety...we'll wash our hands regularly for your safety" yadda yadda, I told them flat out "Look, I'm supposed to emphasize your safety and tell you I'm going to give you excellent care so if you get a survey in the mail, you'll give us all fives. I have a whole script I'm supposed to go through, but since it's two am can we just pretend I did it and you can go to sleep that much faster?" All of them laughed and promised to give me fives, and to be sure to fill out that they felt safe at my hospital...and all of them thought it was so ridiculous as to be laughable.

So, if I start selling T-shirts that say "Press-Ganey can go suck it", who'll buy one?

Sign me up for a dozen- I don't want to take a chance one will become threadbare from wearing it every time I go to the doc (which is considerable with the leukemia and other assorted junk)