Pleasing the "customer"

[magz53]

Our small hospital has gone overboard and has thrown any sense of control right out the window to please patients........no limit on # of people in LDR, no limit to visiting hours. Unlimited snacks and non-nutritious soda, I could go on and on. I feel this has decreased the respect for our facility and makes nurses look like fools, jumping through hoops. We have been reported for the dumbest things through Press Ganey..........i.e. " The nurse tried to start an IV in a dry vein ". Management never tries to hear the nurses' version. Morale is in the toilet. I feel like a waitress. I used to love patient teaching but now need to avoid subjects like smoking cessation lest I " offend " someone. I now hand them the mandatory smoking cessation packet and tell them I am legally required to do it. So frustrating.

[onarie]

Okay so maybe it's not just the administration at my hospital that has it's priorities out of whack. I was so confused when they started to refer to my patients as "customers", I looked around to make sure that I was in the correct meeting. Sure, we want the patients to feel cared for and well treated, but these are sometimes the same people who refuse to allow us to do our job. They're spending more money getting in vending machines, extra chairs and sofa sleepers, which I agree are needed, but they should also be spending as much money hiring addition nurses to take care of these patients. One of the floors in our hospital has started a special program where they have additional aids hired to just go around and check on the patients, take them water/coffee/other refreshments if they need them. I wonder how many of them are reporting all these drinks, etc to the nurses. Makes a big difference if that patient happens to be with CHF, renal failure, etc. But the management is let's give the patient what they want, sometimes I feel like screaming!

[GooeyRN, ADN, BSN, CNA, LPN, RN]

I don't understand why people get offended by giving basic health info such as smoking not being healthy for a baby, infant care, etc. Maybe its me, maybe I should be offended when people give me health info, maybe Im not offended easily enough. Just b/c I don't agree with what a health care professional says, or it stikes a nerve, doesn't mean I am going to report them for gently telling me to lay off the diet soda. (yup, Im guilty as ever for drinking way too much diet soda) Its almost like some people look for reasons to be offended. :angryfire Ill stop rambling now.

[Marie_LPN, RN, LPN, RN]

I don't understand why people get offended by giving basic health info such as smoking not being healthy for a baby, infant care, etc.

Because they probably hear it all the time (yet still don't care).

[LeahJet, ASN, RN]

As a patient, I would be offended if I were called a customer.

Imagine calling someone on the Oncology floor a cancer customer.

It just diminishes every aspect of the healthcare field.....for patients as well as healthcare professionals.

[unikuelady, RN]

Okay so maybe it's not just the administration at my hospital that has it's priorities out of whack. I was so confused when they started to refer to my patients as "customers", I looked around to make sure that I was in the correct meeting.

I suggest that we be allowed to put up a sign at every patient bed (similar to the ones restaurants use) stating. WE RESERVE THE RIGHT TO REFUSE SERVICE TO NON-COMPLIANT CUSTOMERS!:cheers: