Press Gainey AARRGGHH

Specialties Emergency

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tweety55

9 Posts

Specializes in ED,Cardiac care.

In our facility, our budget and scheduling is all tied to the Press Gainey's.

We have a busy 35,000 visits per year rural ED and some of the expectations that pts have are completely over the top. How do I make sure that the guy that called and asked us to see his iguana doesn't get mad when we won't?

And then there's the angry older woman who parks in the ambulance bay and expects valet parking while she waltzes into the backdoor of the Ed!

We can no longer have bottled water at the nurse's station, but the pts expect and get whatever they desire--it has become total anarchy!!

LMPhilbric

77 Posts

Specializes in Hospitalist.
My favorite "scripting" that we are required to say is: "Is there anything else I can do for you, I have the time."

Now, when this is said as I run (literally) from room to room, folks know this isn't sincere.

We were supposed to say that too and I could never actually make myself say it. All that came out was a funny choking noise.:lol2:

Knoodsen

95 Posts

Specializes in ER, ICU.

My coworkers and I are currently enjoying an administrative emphasis on customer satisfaction. Most of the survey complaints involve wait time or filthy, dirty, nasty ER. For some reason, the ideal solution turned out to be nurse-bashing. Yup. Once your morale is low enough, you will provide superior service to your "customers".

in re: scripting Personally, when it is used on me, I become angry. It is trite and sad, and demeaning to both the recipient and the mouthpiece. (Nurses are professionals, right? Let us act together as a profession and nip this in the bud.)

Hello. Administrator. Pay me for the job that I do. Base any merit raises that I recieve on my individual performance. If the team is underperforming, then blaim that on those responsible (that's you, buddy).

canoehead, BSN, RN

6,890 Posts

Specializes in ER.

Amazingly we came up 20 pts in customer satisfaction in the 4 months after our manager from hell resigned. (true story) Maybe if they would back off on the new demands nurses could all do their jobs.

Joe B1

30 Posts

Specializes in ED.

I worked for a year in a facility that wanted us to script (Emergency Dept, BTW). It made us sound like Stepford Nurses. The worse part was the fact that we were using the exact language of the customer satisfaction surveys they were using. "Our goal is that you will be completely satisfied with your care and that you will be extremely likely to come to us for your future care and recommend us to your friends and family." No human being talks like that. This is the language of surveys only. The really stupid thing about it is that the percentage of people they send surveys to is only 1% or 2% at most. That's like allowing only 1-2% of the people in the country decide who is president. 1-2% is statistically worthless. You'd get as accurate results playing darts blindfolded. This is all part of the business-industrialization of healthcare. Its concerns are with profit and growth in market share. Don't let the nonprofits fool you. Someone is making a fortune from this and it's not the people who add the real value to the organizations involved.

I don't script. I don't play to surveys. I do my best to provide the best care I can and treat people with respect and compassion. I am not an amusement park robot, I am a human being helping other human beings to heal.

Just my 3 cents,

Joe

cota2k

57 Posts

Specializes in Tele m/s, new to ED.

Our press ganey scores avg about 85%. So, as there is always room for improvement I came up with a couple of suggestions. Expresso or cappacino in the waiting room, and hot moist towels in the bathrooms. My gold star: Between retavase injections while the RN is just "standing there" we could give pedicures. Soak the feet, rub the bunnies, trim the nails, maybe some clear coat? Pumice? Wouldn't that just be a special touch during their long ED wait for Mercy Flight transport to a cath lab? I guess if you live through an ED visit maybe you should not complain.

Specializes in Oncology/Haemetology/HIV.
Between retavase injections while the RN is just "standing there" we could give pedicures. Soak the feet, rub the bunnies, trim the nails, maybe some clear coat? Pumice? Wouldn't that just be a special touch during their long ED wait for Mercy Flight transport to a cath lab? I guess if you live through an ED visit maybe you should not complain.

For G-d's sake ...don't give them ideas!!!!!!

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