Magnet and the "Hilton Hospital" Mentality

Slobgob · Aug 12, 2009

(Not sure this qualifies, but then again, I don't disgust customer service.)

1. Does your hospital have the "Hilton Hotel" mentality, if so please cite one example.

Yes, at times. One example: Father of a board member was hospitalized. Very long time. Month+. Next door room was left empty so wife could sleep over and family could use extra room for privacy.

I guess it was "buy one, get one free". >=)

2. Is your hospital Magnet status?

Nope. But we did stay in a Holiday Inn Express last night.

silentRN · Aug 12, 2009

Magnet Status but no Hilton Hospital

flightnurse2b, LPN · Aug 12, 2009

***DISCLAIMER***
Please refrain from discussions on Magnet status. This is not a thread intended to discuss the value of Magnet or whether is it BS or not. I personally appreciate it more than I can say as our hospital takes great strides to utilize it, however I am aware that other hospitals simply use it as a PR point.
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There is another thread on "customer service" issues impeding patient care in some hospitals.
https://allnurses.com/general-nursing-discussion/enough-is-enough-415217.html
My curiosity is if any of these hospitals have active Magnet governance. I work at one of the longest Magnet holding status hospitals in the southeast (12 years) and have never come across such blatant staff issues as I hear in some of these threads. We have our issues, don't get me wrong, but being forced into ridiculous customer service such as baked cookies and VIP rooms is not one of them.
Please answer the following two questions with simple answers so I might satisfy my curiosity!
1. Does your hospital have the "Hilton Hotel" mentality, if so please cite one example.
2. Is your hospital Magnet status?
Thank you in advance!!
Respectfully,
Tait

no, we aren't magnet status. and yes, we are hilton hospital mentality. too many examples to even site.

cherrybreeze, ADN, RN · Aug 12, 2009

I posted on that thread about our "desire" to achieve Magnet status, and the reasons we aren't (yet?).

I do feel we have the "Hilton Hospital" mentality at times, but not to the degree of, say, the cookies or even the VIP rooms. I can remember a member of the board being a patient with us for a bit a while back, and we were just told to kiss his orifice (not in so many words, of course). He didn't have a special room, or special attentions, at least not in an obvious way. My personal answer was, "I give all my patients the best of me, so I guess he'll get whatever everyone else gets....." Admin didn't go as far as to outright show him favortism.

MedSurgeMess · Aug 12, 2009

Before the economy took a nosedive, my facility expected us to fetch sodas, get free meal trays, do backflips, WHATEVER it took to make the patient/family happy. Now it is, do the best you can, but do not give freebies....yes we are magnet!

abundantjoy07, RN · Aug 12, 2009

1. does your hospital have the "hilton hotel" mentality, if so please cite one example.

yes. we have an entire "vip" unit that looks as if it's a four star hotel. i was floated there once and it took a while before i was let onto the floor (through the locked glass doors). the rooms are actually "suites" with 1-2 bedrooms and a living room area and dining table. there are two doors...one for family and one for the staff. these patients have personal servers to serve their meals which are beautifully presented on white china dishes complete with 3 forks to the left and 4 spoons to the right. :bugeyes: the rooms are carpeted with crown moulding. bathrooms are outfitted with glass tiles and stone floors. fresh flowers are placed in the rooms daily. the hallways are dark and sedate. it really doesn't look like a hospital until you go through a set of hidden doors and into the mess that is the nurses station. really, the only things in the hallways to remind you where you are are a few lone cows and med carts.

2. is your hospital magnet status?

yes. we are magnet.

cookienay · Aug 13, 2009

1. Yes, we are a Hilton Hospital at times. But for the most part it is not ridiculous. For example- admin uses the term "customer" instead of "patient" (nurses do not). Another example- if a "customer" asks an employee for directions, the employee is then expected to actually escort them to their destination. Unless of course they have another patient/customer with them already. I am really all for the customer service standards because they just make things easier because your "customers" are happier.

2. No Magnet Status- but I also have to say that my facility is good to their employees.

Tait, MSN, RN · Aug 13, 2009

To those of you who ARE Magnet status, do you feel it benefits you as a nurse? Do you feel involved with decisions or is it more of a PR stunt?

Tait

ayla2004, ASN, RN · Aug 13, 2009

1. Yes, we are a Hilton Hospital at times. But for the most part it is not ridiculous. For example- admin uses the term "customer" instead of "patient" (nurses do not). Another example- if a "customer" asks an employee for directions, the employee is then expected to actually escort them to their destination. Unless of course they have another patient/customer with them already. I am really all for the customer service standards because they just make things easier because your "customers" are happier.
2. No Magnet Status- but I also have to say that my facility is good to their employees.

hmm even pt coming for out pstient apoiments, or to find a cafe etc?

RN1982 · Aug 13, 2009

I think the whole Hilton Hospital mentality allows for more crazy families with outrageous expectations. The hospital I used to work at is Magnet. The hospital I work at now is not, but working towards magnet.

blondy2061h, MSN, RN · Aug 13, 2009

1. does your hospital have the "hilton hotel" mentality, if so please cite one example.
yes. we have an entire "vip" unit that looks as if it's a four star hotel. i was floated there once and it took a while before i was let onto the floor (through the locked glass doors). the rooms are actually "suites" with 1-2 bedrooms and a living room area and dining table. there are two doors...one for family and one for the staff. these patients have personal servers to serve their meals which are beautifully presented on white china dishes complete with 3 forks to the left and 4 spoons to the right. the rooms are carpeted with crown moulding. bathrooms are outfitted with glass tiles and stone floors. fresh flowers are placed in the rooms daily. the hallways are dark and sedate. it really doesn't look like a hospital until you go through a set of hidden doors and into the mess that is the nurses station. really, the only things in the hallways to remind you where you are are a few lone cows and med carts.
2. is your hospital magnet status?
yes. we are magnet.

cleveland clinic?