I am talking about the patient or family member that just wants to stand at the nurse's station and talk to you. The ones who don't get the hint when you don't look up from your computer. The ones who will still stand there and wait for you to return even after you've been called away to care for a patient.
With the healthcare field's attitude of "customer satisfaction is number ONE!", it can be difficult telling people to bug off. Even if you do it super-sweet in your best Barbie from Toy Story voice.. "Gosh, I would love to sit and chat, but I really do have to call a doctor and blah blah blah." They still get offended.
I have a family on our unit. Mom is discharged. Baby was in the NICU but is now a well-baby and is rooming in with mom and dad. They are young. Dad admits to a history or drugs and alcoholism. And he roams the halls all stinkin' day and night. Talking talking talking. Talking to other family members as they try to make haste and exit. Talking to the nurses to let us all know that he REALLY loves his baby. Really, really, really loves his baby. If he doesn't get enough attention by standing at the nurses' station, he will find a reason. "This blanket has a spot on it." "I took my baby's temperature with my thermometer and it was 99.0. Will you come take it?" "Could I get another pillow?"
How do you tell these people (who technically AREN'T patients) to bug off?
Thanks for the advice. We tried paging each other away from the desk yesterday. He just stood there. For fifteen minutes while we avoided the desk, he stood there. Ugh.
I think I will try the whole "HIPAA violation" thing. I guess I just get so frustrated because is seems like nurses are under scrutiny. I feel like we are supposed to be the customer service rep for the entire hospital.
On our unit, we provide drinks and snacks for the mother. When visitors ask for coffee, sodas, etc, we direct them to the cafe. One nurse was told "if their perception of good customer svc means giving their friend a soda, then why not?" Why? Because I am NOT a waitress. I didn't go through college to take orders for drinks and snacks and provide refills. At least when I waitressed in college, I made tips!
Sometimes it feels like we are expected to put up with a lot of bs and kowtow to any patient or visitor's request in order to provide "optimal" customer service. When we argue that the visitors are not our patients, then we hear "But they could be!"
Sorry for the ramble. I wish we could post a job description for lay persons to read stating what our job is. I get so frustrated with people thinking we are the pill passing soda bringers.
It's too bad you can't say.... "Hey, I have an obese lady just finished on the bedpan and need an extra pair of hands to wipe her butt, I see you've got some free time, follow me please..." ...and see how fast they disappear.
themoreyouknow
90 Posts
Thanks for the advice. We tried paging each other away from the desk yesterday. He just stood there. For fifteen minutes while we avoided the desk, he stood there. Ugh.
I think I will try the whole "HIPAA violation" thing. I guess I just get so frustrated because is seems like nurses are under scrutiny. I feel like we are supposed to be the customer service rep for the entire hospital.
On our unit, we provide drinks and snacks for the mother. When visitors ask for coffee, sodas, etc, we direct them to the cafe. One nurse was told "if their perception of good customer svc means giving their friend a soda, then why not?" Why? Because I am NOT a waitress. I didn't go through college to take orders for drinks and snacks and provide refills. At least when I waitressed in college, I made tips!
Sometimes it feels like we are expected to put up with a lot of bs and kowtow to any patient or visitor's request in order to provide "optimal" customer service. When we argue that the visitors are not our patients, then we hear "But they could be!"
Sorry for the ramble. I wish we could post a job description for lay persons to read stating what our job is. I get so frustrated with people thinking we are the pill passing soda bringers.