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Lack of "customer service" as beneficial factor for chronic disease process?

Nurses Article   (9,627 Views 94 Replies 589 Words)

KatieMI has 6 years experience as a BSN, MSN, RN and specializes in ICU, LTACH, Internal Medicine.

1 Article; 41,063 Visitors; 2,322 Posts

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Is customer service helping or hurting our patients? You are reading page 7 of Lack of "customer service" as beneficial factor for chronic disease process?. If you want to start from the beginning Go to First Page.

KatieMI has 6 years experience as a BSN, MSN, RN and specializes in ICU, LTACH, Internal Medicine.

1 Article; 41,063 Visitors; 2,322 Posts

Of course they want profit. But they don't seem to get what undermines it. If Medicare doesn't reimburse for falls, CAUTIs and readmission within a certain time frame then profit goes out the window. Admin just can't seem to make the connection that better staffing and less dilaudid would go a much longer way.

Medicare is only one, and not the main sourse of money for hospitals. If certain admissions would lead to direct and significant loss of $$$$, they just wouldn't happen, this way or another. If these patients are admitted and allowed to stay, then hospital gets at least some profits form it.

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canoehead has 30 years experience as a BSN, RN and specializes in ER.

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That brings to mind one of my pet peeves. They mandate flu vaccines, but during flu season the number and quality of housekeeping services stays exactly the same. A good wipe down of common surface areas twice a day is the least they could add, but it seems to be impossible to do it once weekly ( where I work)

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I took care of a patient a while ago who stuck in my mind. She was to be going home that day, and I was assisting with her AM care. I was still in her room, and she asked me to do some of her care for her. I asked her if she was able, as she was going home. She said, " of course I can, but it's such a LUXURY for you to do it for me." I didn't think we were there to provide LUXURY services for people. If you can't do it, of course I will help you. But if you can, you should (promoting independence, ROM, dignity, etc.)

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Leader25 has 35 years experience.

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Absolutely correct! I feel such an aversion to even setting foot in there every time I have to go.

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Mini2544 has 1 years experience.

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Wow I love this point of view. It verbalizes my thoughts exactly. I absolutely agree with you. The next question is; How to maintain our good survey scores (since we give them to everyone, even those who abuse our systems) and not attract individuals looking to take advantage of our hospitals and patient care.

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Leader25 has 35 years experience.

2 Followers; 4,533 Visitors; 775 Posts

another example of excess is the tennis players complaints that nobody listened to her while she demanded a CT scan and a heparin drip.

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Leader25 has 35 years experience.

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"In addition, let's not forget that the patients and family members, along with their insurance companies (usually) are paying the bill, and that health care professionals jobs are dependent on patients seeking health care at the facilities they work at."

Ding dong you're wrong!!You ARE paying the bill. It is a vicious cycle.

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I would have to say this customer service is not nonsense when you are being paid by the patient's insurance and from the patient's own pocket.

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If someone doesn't want to participate in their own health care to improve their health, it is much cheaper to go to a hotel to get customer service, room service, clean linens, room cleaned for you, etc. Then they can take what meds they want, whenever they want, and eat whatever they want.

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Bad Customer Service is also negative for patient's health. When you have patients who will not willing go for medical care because they know their dignity is going to be thrown to the winds by "professional" providers. Because as we know you have seen it all. Or to be offered something to help you relax when there is no reason for a benzodiazepine to be administered other than to make it easier on the nursing staff. Physicians and assistants who refuse to listen to patients questions or apprehensions about their care. Physicians or assistants who no longer actually discuss the options for a patient's care with the patient and expect the patient to just accept what they have memorized from the radiologist report. Physicians and assistants who act like it is imposition for a patient to request to see their actual xray and ct scans and have it visually explained what is going on. Family members who feel they have to worry about how the patient is being treated by staff when they cannot be with them. This is all bad customer service.

I actually always try to treat a medical professional with the same respect that I expect back from them. In real life I even thank the Walmart checker for taking my money because that is the right thing to.

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And I try to treat my patients the way I would like to be treated, I show my patients their lab work and explain it to them, I explain how their bad choices are impacting their health, I explain what their meds are and the side effects and benefits, and am ignored regularly. I frequently think it is a shame I care more about my patents' health than they do, when they come in and expect me to "fix them in spite of themselves."

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KatieMI has 6 years experience as a BSN, MSN, RN and specializes in ICU, LTACH, Internal Medicine.

1 Article; 41,063 Visitors; 2,322 Posts

Bad Customer Service is also negative for patient's health. When you have patients who will not willing go for medical care because they know their dignity is going to be thrown to the winds by "professional" providers. Because as we know you have seen it all. Or to be offered something to help you relax when there is no reason for a benzodiazepine to be administered other than to make it easier on the nursing staff. Physicians and assistants who refuse to listen to patients questions or apprehensions about their care. Physicians or assistants who no longer actually discuss the options for a patient's care with the patient and expect the patient to just accept what they have memorized from the radiologist report. Physicians and assistants who act like it is imposition for a patient to request to see their actual xray and ct scans and have it visually explained what is going on. Family members who feel they have to worry about how the patient is being treated by staff when they cannot be with them. This is all bad customer service.

I actually always try to treat a medical professional with the same respect that I expect back from them. In real life I even thank the Walmart checker for taking my money because that is the right thing to.

I think that the part of the problem is that "customer service" paradigm makes it difficult for health care professionals to state the facts of life.

It is true that speaking with patients about what wrong with them is difficult and best accomplished when there is at least some trust between patient and provider. The latter thing requires time, which is always short. But "customer service" paradigm, together with HIPAA, makes it even more complicated. I encountered many times patients who, despite of everyone's best efforts, refused to follow dietary recommendations because, first, they did not like the food done that way, and, second, because their doctors just let them know that they "had a little problem with their heart" (kidneys/liver). "Little problem" was something like LVEF of 25% or GFR of 30 - in other words, significant level of disfunction. Whom patients were supposed to believe if the doctor himself just let them know that they "only have a little problem" which, therefore, shouldn't be that serious?

Telling people that everything is gonna be OK can be therapeutic, I have nothing totally against it. But telling them that everything can be "fixed" for life with no efforts from their side is not truthful.

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