Patient Care And Customer Service Are Not The Same! - page 3

Patient care and customer service might seem interchangeable to healthcare administrators and members of the public, but they are most certainly not the same. If nurses ignore the differences between... Read More

  1. by   anotherone
    Ugh. The patient and visitors do not get to decide what are stable vitals or not. The Dr. does and I have seen many of these "stable vitals" crump fast. After all pt is in a hospital for a reason. Thier right to refuse but I will let them know why it is important to assess. Also I work nights and like to check IV sites frequently. The first to cry about the door opening will be the first to cry with an inflitration.
  2. by   anotherone
    Here is more gems. I made a post on this when it happened. I once provided terrible service by not bringing chairs for VISITORS quickly enough. One of them was standing in the hall way saying, " WE ASKED FOR CHAIRS, WHERE ARE THEY?" only a few minutes went by. MEANWHILE when I left the room initially to get the chairs, I HEARD FROM THE HALLWAY, THAT one of my other patient's needed a trach suctioned STAT. that is the priority NOT THE CHAIRS FOR visitors. Yet some uneducated visitor is at liberty to whine about "poor nursing" when she and her entorouge do not get their chairs within 5 minutes. Those are the service scenarios that nurses can't stand. Or pts who complain about getting awoken for IV abx. I can go on and on. Sometimes I think I should pack my stuff, go back to a big city and work in a bar, restaurant, etc where I can put my service skills to good use and get paid tips. lol
  3. by   uRNmyway
    Quote from neverbethesame
    It's going to get much, much worse!!! Read this article and weep!!

    Patients? Grades to Affect Hospitals? Medicare Reimbursements -

    Oh sweet, merciful God...I am honestly scared for the future of 'healthcare' now. Especially considering the high sense of entitlement from certain Medicaid and Medicare recipients who are not satisfied no matter what we do for them. The world is going to heck in a hand-basket right quick!
  4. by   uRNmyway
    Quote from Crazed
    Well at least my extensive sales and customer service background will be advantageous to me when I finish my program.

    The ACA is filled with all kinds of wonderful things and I highly reccomend everyone does some research.
    Sure, just like getting reimbursement depending on customer satisfaction? 'Oh, your 3 week stay where everyone did everything they could for you was only an 8/10?' Well then, no money for you hospital! SMH...what is the world coming to where we think this is ok in ANY way, shape or form?!
    This sense of entitlement that is growing is just completely nuts! Soon enough we will be lighting their cigarettes for them, forget about the permanent O2 NC attached to their face. Doing fast food runs for our morbidly obese patients, just to avoid those low satisfaction scores...

  5. by   uRNmyway
    And some of those who think this is a good thing need to read the thread on stupid things people present to the ER for. When someone takes an ambulance to go to the ER for a hangnail and is made to wait, I am sure they will complain about it. When a drug-seeker comes in and doesn't get what he/she wants, or not often enough, then they will be unhappy. So what do you do? Risk a law suit because you give the oil to the squeaky wheel and care for the hangnail before you see the obvious MI sitting quietly waiting their turn? Or better yet, help a 'patient' get their fix and possibly OD, risk losing your license because you didn't show critical thinking, etc. just so *gasp* these self-entitled ***es get what they want, when they want it, without paying for it (Oh, of course, its coming out of MY paycheck!)?
  6. by   nyteshade
    This irks me. The facility would have no problem turning this around and throwing a nurse under the bus.
  7. by   Jessy_RN
    Quote from needshaldol
    Steth you must not be U.S.? Because knee surgery is not considered "elective" here. Our health insurance here is so mixed up but there is no way the insurance would pay for leaving the country. Has nothing to do with it being "fiscally sound". I could just see it......great vacations paid for by our govt? Never ever will happen. I can't imagine it being paid for by another other country? I guess I take it for granted that certain hip, knee, etc is covered for here. I have heard stories of people waiting a year for it in other countries and at least our wait could be two weeks or maybe less.
    I live on a bordertown and my insurance pays for dentals and healthcare across the border. As a matter of fact, its WAY CHEAPER and i get more dental work for what is covered here over there, for example.

    I live in Texas.
  8. by   iluvivt
    New and recent studies have shown that mortality rates are significantly higher ( as much as 40 percent) in patients who are the most satisfied with their care. I just had to chuckle when I read that recently b/c as nurses I think we inherently know this and the buffoons who are tying reimbursement to satisfaction should be the most satisfied should they ever need the services of a nurse.
  9. by   JulieL
    I totally agree with you that nursing and healthcare should not trend towards being "customer service oriented." I have been a waitress for many years, and just graduated this spring from nursing school, (and just took my NCLEX-RN today' yay!). One thing I noticed right away about being "service-oriented" like I am (waitressing background, being financially motivated to serve others to their satisfaction so I was rewarded with a good tip, "the customer-is-always-right" mentality..... etc!) was that it was difficult for me to assert myself as the nurse in charge and who had a plan and a goal for the patient. For example, getting a surgical patient out of bed to ambulate when they were sleepy and "up-to-it."

    Yes, it's necessary to provide compassionate care, but healthcare is evidence-based.