I have no problems with customer service. But, I bet the person who asked the nurse to change the baby's diaper got a little miffed when she was told no. Who, in their right mind, would ask a total stranger to change their baby's diaper? (If my baby's diaper need changed, I'd have asked where I can get one, not do it for me.) Smiles are free and I love to pass them around. How many times have you smiled at a patient's family member and got a glare back instead? Plenty for me. Yet, I keep on smiling, they're still free, and make me feel better (most of the time). My company also has done and is doing classes to promote customer service with our staff. It is a great idea, I just wish the administration would show some of it to us. We are, upon occasion, the customer too, as you said.
To sum the whole concept up in two words:
Treat others like you would like to be treated. Fairness, it's a wonderful thing. Unfortunately, life isn't fair. And, many times I haven't been treated with respect as I should have, and it is hard to deal with someone who is being unrealistic. It is hard, but do-able, and a necessary part of nursing.
The patient deserves to know what is wrong with them and all the options of treatments. And, yes they need to hear them from us, but they need the doctor to talk with them and do their job adequately. Many times the doctor can't wait to get out of the unit and miss the family entirely, thereby leaving us to do their teaching.
At the day long class we took, there was one game that I thought was a real eye-opener: There were about 20 math problems on a page. Everyone had their paper turned over at the same time and had to get as many problems done as possible in 30 seconds. Guess how many people did it right? Only one or two, cause the instructions said to subract when there was an addition sign, add for a subtraction sign, etc. Who had time to read the instructions, we were all too busy trying to get all the work done in a short amount of time. Gee, that sounds like what we do isn't it, yet we have to read the directions to know what the orders are. Do you think administration learned a lesson from that little test? Nope, but they should have. (And, I bet they had fun at Disney Land's facility, where they learned how to teach us this class.)