:angryfire Need to rant a minute ... then would appreciate your suggestions...
Our most esteemed powers that be have said that for each patient we bring to a bed...we need to ask them "what is the one thing that I can do for you that will assure that I am giving you very good care?"
WHAT??? I understand in the in-patient setting that the "little things" matter, as they do in the ER, and I'm all about warm blankets and coffee for visitors (or whatever) ... when I have time. But by asking the question, aren't we setting the expectations higher, and then when I can't "get me out of here in 1 hour or less" or "get rid of my pain" or "keep me fed (belly pain)" ... I totally have no chance of meeting their expectaion! Besides ... I really thought ER was to take care of the presenting problem ... and say GoodBye!
Truly, I treat my patients extremely kindly, I keep them informed, work my tail off ... but am I crazy to feel like this is setting up a disaster?
I don't know how it is in other states, but here in Georgia now, Medicaid/Medicare has added their own set of questions to the PG surveys, and they're basing their reimbursements on the scores.:angryfire My favorite question was rating the quietness of the environment!
I wish I had thought to design a questionnaire like the Press-Ganey. Imagine the money exchange there.
I would even send polls home with students in the school system- "did your teacher meet you at the door with a friendly greeting while asking if there was anything she could do to make your school day better?"
"was the temperature of the classroom to your satisfaction?"
"were your toileting needs met in a timely manner?"
Not only are we also being scripted and being sent to class, we are now being taught on how to greet docs who come into our ED to do procedures. We are to greet them, make them as comfortable as possible and be at their beck and call. Harken back to an earlier era, anyone? We are also being told to introduce ourselves, give our educational background, years in nursing, etc. Then, when there is a switch in nursing, such as "triage" nurse bringing them back, we are to talk up our colleague and to rave on about how great the docs are. At the end of the "visit", we are to say " We are glad that you chose (name of the facility) and we hope that you will return again."
I did not realize that the ED and WalMart had so much in common!
We have $5 vouchers for the cafeteria theat we're supposed to give unhappy patients (well, parents, as I work in NICU). I think they're totally ridiculous. Most of the time, the parents are not unhappy because of anything specific, it's the crappy situation they are faced with. I think to then give them a $5 voucher for the cafeteria is just wrong. (Not that the food is any good anyway!)
I try to be sincere, not scripted. I think it is important to share tips/ideas, not spit out buzz words or phrases. What you are saying has to come from you. Yes, I know it's a business. I also know in some ways, it isn't the same as other businesses. I try to be honest with patients. "I want you to get what you need. We are busy tonight. If you need something I want you to call me. If you don't hear from me in five minutes, please call again." I am honest, if I am busy, I tell patients. This stuff about "I have the time" is just garbage. If you set yourself up like you are at their beck and call because you have nothing else to do, when in truth you are swamped, sets you up for failure. Ever think the $ wasted on press-gainey would be better spent on some better staffing? Gee that may improve patient satisfaction!
Specializes in Specializes in L/D, newborn, GYN, LTC, Dialysis.
Patients and families are not stupid. They pick up really quickly when apparently mindless, emotionless, Stepford-like automatons called nurses all say the same tired and silly script. I clearly remember one "scriptor" nurse whose patient asked "are any of you for real,?! Geeze, you all sound the same and it's scary!". I would think it would be very insulting to hear the same tired script from every nurse who cared for one all throughout his/her stay.
If this move seems insincere, it's because it is. Scripting won't resolve the deeper issues it tries to cover up---like short or inexperienced staffing and burnt-out nurses. Like Dr. Phil might say "Get real" already. If a place is well-staffed and the nurses well-versed and educated, AND treated/compensated well, no scripting would ever be necessary; this would be a non-issue.
Well said, SmilingBluEyes. If only the Powers That Be would hire enough nurses to provide the care we all wanted to give when we started nursing as a career, all patients would feel well cared for, because they would be well cared for. Too bad the bottom line is the most important concern.
Just another attempt to control healthcare via the long arm of Uncle Sam. No matter what industry you are in when you involve "consultants" its always just a money drain so that the powers to be cant pass on a raise to their employees. Our merit raises are tied into PG"FOS" scores. We havent gotten them in two years. Imagine that !!!!!!
tracy6fan
30 Posts
I don't know how it is in other states, but here in Georgia now, Medicaid/Medicare has added their own set of questions to the PG surveys, and they're basing their reimbursements on the scores.:angryfire My favorite question was rating the quietness of the environment!