Nursing as a customer service profession?

[EmeraldNYL]

I am graduating from nursing school in the next few months, and I am just beginning my job search. I have discovered that many hospitals have something about nursing as a customer service profession in their mission statement or RN job description. For example, the performance review at one hospital rates nurses on customer service skills-- such as phone etiquette, meeting patients needs, and acting in a friendly and courteous manner.

I don't see nursing as a customer service profession. I think that my primary responsibility is to help patients get well, and if that means making them get out of bed when they don't want to, then so be it. I think the best nurses are nice yet firm at the same time. I don't think it's my job to coddle patients and give them whatever they want. What does everyone think about this-- is nursing a customer service profession?

[mattsmom81]

NoelJan, congrats and good luck. I remember feeling much the same as you immediately on graduation. Back then the wealthy patients and jackass docs were the main culprits making nurses feel like servants. Now the general population has joined up.

It has gotten much much worse today in a culture based on instant gratification and 'the customer is always right'.

We are told we are professionals in school...and must be highly educated with top grades.....to be treated like servants. This is indeed one of the prime reasons for our shortage. Good insight from a brand new grad! :)

[EricTAMUCC-BSN, BSN, RN]

My thoughts are if you can't make people happy you should go into vet medicine. We are working with people here. Isn't it nice when you are seeking directions and someone takes the time out to show you the way instead of leaving you lost and confused? However, I agree that there are numerous times where it is impossible to help out. That's when tactfulness and prayer comes into play. :)

[VivaLasViejas, ASN, RN]

Some days, I think the only difference between me and the average food server is about $20 an hour. However, it takes no more time to be nice to people than it does to be rude, and I always try to go the extra mile because it makes ME feel good, along with the patients and/or their families. I get nasty notes from administration when I forget to initial some piece of documentation, but I've never had a single pt. complaint about my care. That's how I know I'm doing a good job.

[mattsmom81]

Customer satisfaction is a concept hospital administrators relate to.

I am thinking outloud here... if we can link customer satisfaction to nursing satisfaction, perhaps administrators will take us more seriously and see a real benefit to keeping their nurses happy.

One major complaint we always get on surveys is the patient has to wait too long...for meds and treatments, discharge teaching, etc...NURSE stuff. Well, higher nurse patient ratio would remedy this common complaint....

How about it , research nurses among us? What studies have been done to correllate these things, any we can share with administrators? Any chance we can convince TPTB to do MORE studies on this?? Any suggestions on how we can accomplish this?

[healingtouchRN]

I think you are right on target! I haven't thought about nurse satisfaction being related to patient satisfaction. If we as nurse are not stretched to the limit by unreal demands placed upon us, then when we have adequate staff (including ancillary) to do the job, extra checks to catch the LOL climbing out of bed, before she hits the floor! I think that is what directly relates to patient (aka customer satisfaction). Ya know down the line somewhere, we will be customers, if not already have been as the case with two of my employees this month. One was very dissatisfied with her care at her own institution. Nuff sed!

[EmeraldNYL, BSN, RN]

Mattsmom, that is definitely a great idea. Who can we make a research proposal to?? Let's do it!

[VickyRN, MSN, DNP, RN]

Great idea!!!

[Tweety, BSN, RN]

Our hospital is of the mindset that all patients, staff, and md's are customers. Barf...

I treat everyone the same. I do think when possible bonding with the "customers" "clients" or "patients" whomever is an excellent idea. They are less apt to sue, complain, or give you grief if they like you. Plain and simple. They'll forgive you anything, being late with pain medicine, making errors, not bathing granny if you can somehow give them that personality that they can't help but like. But good nursing skill is what's important.

Great thread.

[SmilingBluEyes]

I think mattsmom is onto something, also. I am willing to help!

[mattsmom81]

I'm gagging over the 'customer service' flurry too....the scripting, etc....it is indeed nauseating, 3rd shift guy. But the management team thrives on patient satisfaction these days...

Let's try to figure a way to use it to our advantage...

Anyone seen our research nurses? Susy K was into that...but haven't seen her for awhile....anyone know where she's hanging out? I'll check the hot political threads...

I will also visit their nursing thread and get their response.

I'd love to hear of studies already done regarding this topic (if any) , then we could swamp administration with them...LOL...I know there are studies linking #'s of RNs to better outcomes but I think we need more definitive proof of the satisfaction link if we are to prove our point.

I guess we could contact master's programs and suggest studies like this be done...any more ideas guys and gals???

[Tweety, BSN, RN]

hmmm.....nursing satisfaction equals patient satisfaction. Would love to hear some research studies on that!

Maybe that's why our hospital has this "team member as a customer" idea.

[VickyRN, MSN, DNP, RN]

Good idea... treat EVERYONE (especially the "team member" nurses) WITH RESPECT!!! Now that's "customer service" I can live with! It all goes back to the Golden Rule (makes good business sense). For a laugh, see my post:

https://allnurses.com/forums/showthread.php?s=&threadid=41070&perpage=20&pagenumber=3