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Patient Surveys..vent.

Posted

Specializes in LTC, med/surg, hospice. Has 7 years experience.

I am having a moment so please excuse me.

I can't stand these stupid surveys but I know they are here to stay. Patients give us (the nurses) poor ratings based on things like:

Took too long to get ice

The lab had trouble drawing my blood

They woke me up too much

Nobody offered me a bath

Those are actual comments.

I value my patients and recognize that their perception is their reality but I think it has gone overboard.

I have yet to see any complaints like:

My oxygen fell off and no one helped me put it back on when I called

I complained of chest pain and was ignored for 30 minutes

Accidently pulled out IV and was left bleeding for 10 minutes

Why? Probably because we respond pretty quickly to things that are a higher priority.

Altra, BSN, RN

Specializes in Emergency & Trauma/Adult ICU.

Those comments are *mild* compared to some I've seen. I think of it as being similar to reading travel/restaurant/movie reviews ... of patients describing the same unit/staff, some will say "Fantastic!!", some will say, "Worst experience of my life!" and most will be somewhere in between those two extremes. A few will even be relevant. ;)

Hey, my father who is in his 80's will ding you if you didn't smile enough. So, for his crowd all you have to do is be bubbly and full of smiles ...you could screw up everything else and that would not matter.

KelRN215, BSN, RN

Specializes in Pedi. Has 10 years experience.

I am having a moment so please excuse me.

I can't stand these stupid surveys but I know they are here to stay. Patients give us (the nurses) poor ratings based on things like:

Took too long to get ice

The lab had trouble drawing my blood

They woke me up too much

Nobody offered me a bath

Those are actual comments.

I value my patients and recognize that their perception is their reality but I think it has gone overboard.

I have yet to see any complaints like:

My oxygen fell off and no one helped me put it back on when I called

I complained of chest pain and was ignored for 30 minutes

Accidently pulled out IV and was left bleeding for 10 minutes

Why? Probably because we respond pretty quickly to things that are a higher priority.

Sounds just like the comments we get on these damn surveys. Complaints are usually to the tune of:

The apple juice wasn't cold enough

There aren't enough channels on the TV

My child got woken up in the middle of the night (and how, pray tell, would we do q 4 hr neuro checks without waking the patient up?)

The kitchen took too long to bring the food tray up

I waited on hold for too long when ordering food

I didn't have a private room.

I waited too long in the ER.

NONE of the complaints we get have anything to do with Nursing. So why do these results get posted in the nurses' room with neon paper and remarks like this highlighted? What do you want ME to do about the wait time in the ER or the kitchen?

yuzzamatuzz

Specializes in Pediatrics, Step-Down. Has 5 years experience.

I have realized that many many people also have a hard time understanding the differences between roles in the hospital and who does what. Even though I always introduce myself to my patients as their nurse for the day, I have had many call me doctor later on. I even had a patient once say "The nurses aren't taking care of me! They are awful! That's why you guys always have to bring me my tylenol, because they keep saying that they can't bring it!" I was very confused and explained that I was the nurse, to which the patient was shocked and stated that she thought I was the doctor. She was mad because the nursing assistants weren't bringing her tylenol when she had a fever, and was under the impression she kept having to ask the doctor to get it for her because they wouldn't do it. I clarified roles to her but she still seemed pretty confused. We get a lot of complaints too that on the floor patients feel they don't get as much attention as in the ICU (which is exactly how it should be). Also lots of complaints about vital signs being done every 4 hours, their nurse not being at the nursing station every second of the day (because we have multiple patients...), and having to wait more than 5 minutes sometimes for a call bell to be answered (once again often because we have multiple patients). I am very honest with patients and will tell them if I have a greater priority at the moment, but will come back as soon as I can. In general people respond very well to that, but not always. Sometimes the truth hurts.

RainMom

Has 7 years experience.

I always let my patients know to hit their light if they need anything, BUT I also tell them that we tend to get very busy during the last 1-2 hrs of the shift (nights on ortho), so don't be surprised if it takes several minutes to answer. This way, hopefully, they'll put the call light on a little early when they feel the need to use the commode, realizing that it may be a bit before someone comes to help. Most of the patients I've had have been very understanding & realize they are not the only person I take care of, but occasionally there will be one that gets upset if the call light has been on for more than a couple minutes even though all they want is an extra blanket or a cup of coffee. I had one patient who would put the light on & then just ask me what was going on in the hallways; he could hear more traffic & rolling vital machines, etc. Ummm, we're working?

Medic2RN, BSN, RN, EMT-P

Specializes in ER, IICU, PCU, PACU, EMS. Has 14 years experience.

Honestly, I lost interest in those surveys once I read about the ER staff being criticized by a patient who arrived unconscious, was intubated and sedated. If I knew the person was so unhappy, I would have asked....oh that's right....S/He was unconscious! LOL!

I read them for the laughs but mostly they leave me feeling very angry. I especially love when the manager went ahead and posted one calling a nurse, " a fat b####" with a complaint about something trivial", the endless complaints about the food, care being better in icu. People complain if you don't smile or worse "my mother is ill and the staff is smiling and laughing", " room not clean" ( why is this always a nursing issue, most of the time it is no!" yes i can organize the room or throw trash out if i have time, but i dont have time to scrub the floors or other stuff.

brownbook

Has 35 years experience.

Yikes, what in the heck does administration think by posting stupid complaints in neon in the staff lounge, unless they are there for a laugh? I occasionally see some our patient's feedback as they are being entered into the computer. The clerk will call us over for the egregious ones. One patient complained that they weren't told they would have a nasal cannula after surgery, I work in PACU.

At our monthly meetings valid, complaints will be mentioned, or if there is a lot of complaints about one specific issue. But we don't see the stupid ones.

Positive comments are posted in our lounge, much more inspiring than stupid "my coffee was cold" ones.

KelRN215, BSN, RN

Specializes in Pedi. Has 10 years experience.

I read them for the laughs but mostly they leave me feeling very angry. I especially love when the manager went ahead and posted one calling a nurse, " a fat b####" with a complaint about something trivial", the endless complaints about the food, care being better in icu. People complain if you don't smile or worse "my mother is ill and the staff is smiling and laughing", " room not clean" ( why is this always a nursing issue, most of the time it is no!" yes i can organize the room or throw trash out if i have time, but i dont have time to scrub the floors or other stuff.

The best complaint I ever got was a mother who complained that the child in the other bed (her son's roommate) had vomited and staff disposed of the vomit in the toilet. In her mind this meant that her son could not use the bathroom because the vomit (which had been flushed several hours earlier) was going to infect his surgical incision. I wonder how this woman thinks vomit should be disposed of?

vashtee, RN

Specializes in DOU.

I hate those surveys, too. Our nurse manager insists on having meetings to go over them as a group (this after 12.5 hour days), and they really only ever cover the complaints. It's so demoralizing.

Also, based on these stupid surveys, they are actually giving us a SCRIPT about how to speak to patients (thanks to one or two surly nurses), and they intend to shadow us on rounds to see how well we do. It's so insulting. I wish management would just grow some testicles and speak directly to the one or two nurses with attitude issues.

classicdame, MSN, EdD

Specializes in Hospital Education Coordinator.

although I understand that the purpose is patient satisfation and that we are being reimbursed by insurance based on these scores, I too wonder about the validity of the survey. I do not like associating nurses with room service. I do not believe the survey captures REAL issues with patient satisfaction. They are all unsatsified once they get the bill anyway.

llg, PhD, RN

Specializes in Nursing Professional Development. Has 43 years experience.

A lot has to do with how the survey results are used. Management should be smart enough to identify the important stuff and not hassle you about the rest. Of course, I am not saying they ARE smart enough to do that ... just that they SHOULD be smart enough.

Whoa ho ho...

Imagine what we get in psych.

lol

Talk about pts who do not want to be there.

Like we are really going to get rave reviews!

I like the comments about separating the "crazy" pts from everybody else.

"The rooms are too cold."

"The rooms are too hot."

"They wouldn't let me have my iPod."

"They took my pantyhose away."

"I had to make my own bed."

"Too many groups."

"Not enough groups."

"I felt like I was in prison."

Blah blah blah.

Oh, and my favorite:

"There are no call-lights."

No! There are not any call-lights... and we like it that way... and don't you dare go and ruin it for us!!!

Dazglue, ADN, BSN, MSN, RN

Has 8 years experience.

I hate those surveys, too. Our nurse manager insists on having meetings to go over them as a group (this after 12.5 hour days), and they really only ever cover the complaints. It's so demoralizing.

Also, based on these stupid surveys, they are actually giving us a SCRIPT about how to speak to patients (thanks to one or two surly nurses), and they intend to shadow us on rounds to see how well we do. It's so insulting. I wish management would just grow some testicles and speak directly to the one or two nurses with attitude issues.

Do we work on the same unit?? I work 3rd shift and our staff meetings are after we get off from 7:30am-8:45am. The have a patient council meeting every week and we have to go over all the complaints from the patients. I wish we could let them know all of our complaints. YES we have to check on you throughout the night to make sure you're still breathing b/c if we didn't your "sweet" family would sue us. YES, there's a reason why you can't stand up alone. Oh, wait you found that out after you hit the floor a 2nd time since day of admission and now Ihave to call your family again. AND do a doctor, physical therapy, AND pharmacy consult b/c you're so smart. And I LOVE the "smart" family members. You know the ones who know EVERYTHING but the more they talk, the more stupid they sound such as....Mom's blood sugar is 58, why aren't you giving her insulin to raise it?!?!?! I wanna speak to your supervisor!" Ok. Rant over! Lol. I can go on and on and on...

We get a kick out of these too on my med surg unit. We had a patient write it was his "worst stay yet!". As if it's a hotel. Management loves the ones that say it's "like a 4 star hotel". What exactly are we going for here?!? I thought the idea (especially for ortho post-ops) was to work hard and move on either to home or rehab.

That Guy, BSN, RN, EMT-B

Specializes in Emergency/Cath Lab. Has 6 years experience.

If we run out of TP I just grab a stack of those things. I honestly do not give one flying **** what people write. IF it is a serious issue, they typically already address it at the hospital with the manager/RN/somebody.

DixieRedHead, ASN, RN

Specializes in ED/ICU/TELEMETRY/LTC. Has 20 years experience.

"My mother was in the ER And all the nurses were just sitting at the desk playing on the internet." (IV running, pain meds given, monitor on, toileted upon request, seen by the doc, what do you want me to do.)

Hello, every time you see a nurse in front of a computer they are not on the internet. They may be ordering tests, or heaven forbid charting.

Take your survey and shove it.