: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?
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.
Amen ! They want the great results, but they do NOT want to pay $$$ to get the results they want.
We are supposed to say (LIE) "I'm not busy right now, can I get you anything ?"
Amen ! They want the great results, but they do NOT want to pay $$$ to get the results they want.
We are supposed to say (LIE) "I'm not busy right now, can I get you anything ?"
They do pay the $$$--not for the staffing but to these outside consultants. Saying I'm not busy---to someone with a strong sense of entitlement---only gives them more of an excuse to demand.:smackingf
At a recent staff meeting, we were asked what ideas we had to make it up to the patients when they had a complaint. TPTB suggested that we give them a 10 dollar gas gift card. How many of our regulars are now going to really start to complain---------let's give them a reason to make our lives more
I like a variation of the question that is a favorite of one of our ED docs when the patient starts on their laundry list of symptoms: "Wait, wait, wait. What is the ONE THING that finally made you decide to come to the ER tonight?"
PressGaney can bite it as far as I'm concerned. If my facility would take the money they spend subscribing to PG and spend it on extra staff, patient satisfaction would increase. Screw Press/Ganey.:yeahthat:
: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?"
This is too funny. The last hospital I worked at utilizied Press Gainey, and we indeed had to wear pins with "5" on them. We were to explain to the patient that we "Strive for Five" on the survey card that they receive after they are discharged.
I'm on assignment there....and I will not be renewing it.
Specializes in med-Surg, ICCU, ER and Nurse Manager.
Kudos to everyone of you.
I was the nurse manager of our ER and we were over crowded, patients on carts in the hall of whereever we could squeeze them in. I was the one that had to review every single survey received from the patients, then write the patient a letter that I was reviewing their concern.
Next I had to call them personally and listen to them rant about the nurses being to busy, I should staff with more and some of these people told me right out that I should fire a nurse......................ha................
Of course as no one wants to come to the ER unless they can be seen right away and the cost is low, the ER always got the lowest scores for satisfaction.
Did I rag on the nurses, NO............I supported them after all they could not build a new ER and they worked their butts off. Do I like Press Gainey, not as the ER manager.
In all fairness there were some legitimit complaints but I refused to beat up a 12 hour ER nurse cuss she looked a little harried.
Specializes in med-Surg, ICCU, ER and Nurse Manager.
Well they all get their surverys now and can name the nurse's but do not say who they are. I would try to locate them in the ER log but if no name I could not respond to the patient.................only, once again talk to the harried nurse that was giving her/his all.
Believe it or not, our former director did try the "secret shopper" bit. But her trick was to call on the phone. Our policies do not allow for ANY telephone advice. She would have someone call to make sure that we were doing exactly that.
Everytime I come to work, I have a stack of press gainey's in my box. I am expected to address them with the staff that worked with that particular pt and to reply back to our assistant director with our "Plan of Action" for that particular press gainey. This, all the while I am expected to manage the flow and control of 25 beds and triage!! Yeah, I'll get right on it!
Wow ... I've been MIA for a couple months of busy work ... and this is still an issue. Had one of the worst days ever a couple weeks ago ... computers were down ... had a structure fire ... overcrowded with stupid complaints AND legit serious stuff ... and our manager came down to inquire (not so politely) why the boards weren't all up-to-date with "very good" for each patient. Also wondered why the triage nurse hadn't re-vitalled the 30 people in the lobby (never mind that she had 7 more waiting for primary triage ... and hadn't caught up in 4 hours).
What did we say about too many Chiefs and not enough Indians in the hospitals? Administration isn't addressing our real problems...they're just trying to whitewash the quality of care with marketing tactics. All this money wasted....! And now, when medicine is becoming so specialized and needs nurses to know so much more....we're being asked to concentrate instead on being good hostesses! Being polite and friendly is one thing, but to have to take time out of critical nursing duties to try to drum up future business is going too far! If I can't present a caring, friendly demeanor to my patients while I take care of their nursing needs then I need to get out of the business. And if meeting all their nursing needs isn't enough to bring them back....then I won't lose sleep over it. Are we educated health care professionals or chamber maids working at the Ritz!!! Has any employee of Press Gainey ever worked a 12 hour Med Surge rotation???
Kitt
carachel2
1,116 Posts
Amen ! They want the great results, but they do NOT want to pay $$$ to get the results they want.
We are supposed to say (LIE) "I'm not busy right now, can I get you anything ?"