Press-Ganey

RN4NICU, LPN, LVN · Oct 29, 2004

my thoughts are pretty predictable

Press-ganey and their asinine surveys are the most ridiculous waste of time and resources to darken the door of healthcare in a VERY long time.

fhare · Oct 29, 2004

If Press-Ganey surveys are taken seriously and assessed with a keen eye, they really reflect what the public sees. Perhaps you should put yourself in the bed and be the patient. Haven't you had a family member in a hospital you didn't work in and wondered about the level of care they were receiving? Appearance to the public is everything. It only takes a few seconds to reassure a patient that they can depend on you and it goes a long way to patient satisfaction. I realize that you can't please everyone, but at least strive for the majority.

It's something like Burger King "Have it your way". To the extent possible, patients should be able to have it their way, whatever way makes them feel most comfortable. I do draw the line at letting them leave the unit for a smoke (topic of another thread). That is just ludicris from a healthcare standpoint. But so is the staff cutting away from the unit for a quick smoke break and returning smelling like an ashtray from the smoking hut....

VickyRN, MSN, DNP, RN · Oct 29, 2004

I think it is deplorable and a slap in the face for the profession of nursing :angryfire

It all comes from this "customer service" orientation of health care and from business people who have taken over health care and who don't understand our values as a profession.

Here's a thought: if the business people truly want to improve "customer service," they need to hire more nurses! This will improve nurse-patient ratios so the nurses will "have the time" to do the extra-special things for our patients!!!

Tweety, BSN, RN · Oct 29, 2004

One thing I hate about Press-Ganey is that so few people return the surveys. So say four people one month answer a survey. Then say two are unhappy, then our score is 50% in customer service, which may not be accurate.

We're scripting in one of our units too. The thing I see it doing is at least staff aware of the need for customer service. Like it or not providing quality customer service makes our lives easier. But I agree, if the patient hears the same script over and over again it looses it's affect.

I've read adding "I have the time" reduces call usage by 40%. Instead of "please push your call light", I say "Is there anything else I can do for you while I have the time." (Meaning, "tell me everything you want me to do now and don't call me back in a few minutes!"). I'm not sure if it makes my patients quieter or not, but I definately don't encourage them pushing the call light. j/k.

General E. Speaking, RN, RN · Oct 29, 2004

If Press-Ganey surveys are taken seriously and assessed with a keen eye, they really reflect what the public sees. Perhaps you should put yourself in the bed and be the patient. Haven't you had a family member in a hospital you didn't work in and wondered about the level of care they were receiving? Appearance to the public is everything. It only takes a few seconds to reassure a patient that they can depend on you and it goes a long way to patient satisfaction. I realize that you can't please everyone, but at least strive for the majority.
It's something like Burger King "Have it your way". To the extent possible, patients should be able to have it their way, whatever way makes them feel most comfortable. I do draw the line at letting them leave the unit for a smoke (topic of another thread). That is just ludicris from a healthcare standpoint. But so is the staff cutting away from the unit for a quick smoke break and returning smelling like an ashtray from the smoking hut....

I agree customer satisfaction is important but feel the the Press-Ganey goes overboard. I wish the hospital would put "nursing satisfaction" under the same microscope week after week and then bend over backwards to make necessary improvements to keep it at the 90% percentile.

Antikigirl, ASN, RN · Oct 29, 2004

The hospital where I worked had these for a short time, but found that it reflected things way to broadly. One nurse may have been a probelm but all were found to be at fault when someone expressed dissatisfaction. Same with other departments...so they chose to go with their own format, which didn't go any better really.

If you truely want to improve customer service, actually sitting down and talking to a patient and talking the time to listen to what they say is the way to go. I always knew about my patients day, and they were always relieved when I came on because I simply asked and listened first (part of my assessment). That really helped me to assess when a bad day for my patient may effect my shift, and I could try to quell it right off the bat.

But that takes time, and sadly there isn't very much time...that is why I am happy to be out of hospitals :).

fhare · Oct 29, 2004

As I stated, you have to take the information with a keen eye. Like it or not, healthcare is a competitive business and customer service is key to success. I don't argue that more nurses are needed. Quite the contrary, I am well aware of the need as a nurse of 26 years I have seen several "shortages". THere are never enough nurses. But what does it take from our time to reassure a patient that they are your focus and not the chart...Press-Ganey is a business tool, but if you encourage your patients to complete the survey and explain the importance to them, you will see the positives too.

Yes, Press-Ganey can be used negatively, but not all hospitals do. We just acheived Magnet status here at the University of Rochester Medical Center and Press-Ganey surveys are done. The information is used in a positive way and has actually lead to improvements for nursing. There is some benefit.

I think it is deplorable and a slap in the face for the profession of nursing :angryfire
It all comes from this "customer service" orientation of health care and from business people who have taken over health care and who don't understand our values as a profession.
Here's a thought: if the business people truly want to improve "customer service," they need to hire more nurses! This will improve nurse-patient ratios so the nurses will "have the time" to do the extra-special things for our patients!!!

fhare · Oct 29, 2004

I think the bathroom postings go a little overboard....Perhaps your hospital isn't using the information as it is intended.... :rolleyes:

Has anyone heard of Press-Ganey (after discharge hospital survey)? We get WEEKLY scores of "things we need to improve on" posted in our bathroom!!! I feel like we are in kindergarten, getting a daily report card sent to our mommies...
Our place wants us to use "scripting". Basically, a few regergitated phrases that we spit out before leaving our patients room. One goes like this,"Is there anything else I can do for you? I have the time!" Wouldn't you think that if everyone repeated that phrase over and over it would start to diminish the meaning? I just CAN'T make myself do it and it has affected my evaluation (slightly). I do say to my patients "please push your call button if you need anything" which I think is good enough.
Any thoughts??

imenid37 · Oct 29, 2004

Is customer service important? Sure in these terms...patient safety. We are there to provide patient care in a compassionate, safe, and hopefully somewhat efficient manner. We are NOT NOT NOT a hospitality industry like a hotel or restaurant. We should be friendly and polite. We should not be wasting our time doing things like finding a metal fork for some clown who does not want to use a plastic one or babysitting the neighbour's children who are not allowed to visit a patient w/ a 103 temp. I think it is time for nursing to educate the public that they are not a McDonald's and many of the things they can't see like the preparation and administration of meds are more vital to the hosital's function and their well-being than if the nurse smiled when she left the room.

I am probably the worst employee in the world. My patients usually like me, but I tell it like it is. My script goes something like this... Do you need anything else? If you need something please put your light on. I just want to tell you that we are busy today, so if you call and I don't come w/in a few minutes, call back. If you have are having a big problem like heavy bleeding or severe pain, please tell the person that answers the light so they can get me right away. This cuts down on the patient who calls for a drink when her hubby can walk to the kitchen and get it for her. We always show the dads/support people where our pantry is and invite them to have a snack or drink too. Most of our patients are very good about this. I try to partner w/ them for safe effective care. I am not interested in being a waitress or hostess. If I am not busy, I will certainly get my patient a drink or an extra pillow, but I am a professional and often I am busy. This is reality. I am not willing to don a fake smile when my bladder is bursting and I haven't eaten in 13 hours. I don't lie about the staffing because I want my patients to get good care and know that I will try to do my best, but might not be able to be at their immediate beck and call.

I think these surveys should be taken when some admin. folks assume staff positions. Let them see how easy it is to "save lives and remember to ask if you'd like fries w/ your bedbath." I work on a really nice OB unit where we are very customer friendly. I get pulled to med-surg and see the miserable and unsafe patient loads they must tolerate. On one hand, admin. looks for bodies to meet rules and regs. Many times they take any old bodies, but then wonder why service is not served up w/ a smile like Disneyland. Admin. just doesn't get it. We want more nurses and better working conditions NOT to have more crap thrown at us and be told we should just shut up and be grateful that we recieved a 3% raise last year. To many nurses better conditions mean more job satisfaction and better patient care. Money is important, but it isn't the be all end all. Management just doesn't get it. Maybe they should come work w/ us before they decide that a pen and paper survey more likely to be returned by those w/ a gripe than by those who were satisfied is "very accurate".

General E. Speaking, RN, RN · Oct 29, 2004

"I just want to tell you that we are busy today,..." imenid37

we are not allowed to tell the patients that we are "busy" or "short staffed"

allele, LPN · Oct 29, 2004

I actually appreciate the surveys. We actually get a pretty good return on them, and I like knowing where our problems might lie. They are NOT posted on the bathroom, the results are reviewed with the director (charts, graphs, etc.) and the actual surveys pertaining to our unit are left in the minutes so we can read them. (Pt. names are excluded, of course). Some complaints are completely ridiculous, but many are legitimate. Of course, we tend to get more complaints about certain things when census is high (time to answer call light, room cleanliness, etc). We don't script, I have to say that scripting would NOT be to my liking. I don't need someone telling me what to say on top of not paying me very well. They can suggest we do something, and I'll do it my way, thank you very much! As far as telling the patient you have time to help them before you leave the room, I don't put it that way, I do it more like 3rdShiftGuy. I finish my assessment, put the call light, table, phone, tissues, etc. close to the patient, then ask, "Is there anything I can do for you before I leave?" I've found it definitely reduces the call light usage with my patients for a while. Good luck with your problem! :)