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.
I know we are not supposed to tell patients that we are busy. I do. I want them to know that they and what they need are my priority, but that it might take a little time for them to get it not for lack of concern for them, but because that is reality. I feel it's the right thing to do. My patients are almost universally satisfied w/ the care they recieve from me. I don't need a script to be a good nurse. Most people don't. They just need to be alowed to function under somewhat reasonable conditions, rather than what many nurses are expected to function under. telling a patient the truth in a kind and concerned manner which puts them at the center of the situation should be normal practice, not telling little fibs to save the face of the facility.
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! :)
thanks for the response- i, too, place everything at the patient's reach and ask if they are okay, need anything...then follow up with the standard ,"if you do need something, please put on your call light".
I know we are not supposed to tell patients that we are busy. I do. I want them to know that they and what they need are my priority, but that it might take a little time for them to get it not for lack of concern for them, but because that is reality. I feel it's the right thing to do. My patients are almost universally satisfied w/ the care they recieve from me. I don't need a script to be a good nurse. Most people don't. They just need to be alowed to function under somewhat reasonable conditions, rather than what many nurses are expected to function under. telling a patient the truth in a kind and concerned manner which puts them at the center of the situation should be normal practice, not telling little fibs to save the face of the facility.
This is really a hot button issue w/ me. I get very good evaluations because I do make every effort to put my patients first. I think that since we have only limited resources in health care, we should not be wasting our money on this type of survey. We are not a hospitality industry. We can't adequately meet the demands of providing healthcare effectively. The focus should be on creating a patient centred safe work environment, not finger-pointing at units or individuals who fall short in the brown-nosing department. As far as that is concerned, we all know of very rude individuals who repeatedly blow patients off who remain in their positions for many years, so WHY are we wasting money on these surveys? Personally, I think if a better work environment w/ better staffing was created, both patient and staff satisfaction would sky rocket. Would all of our patients be satisfied all of the time? NO. That is not possible and anyone worth their salt will admit it. The customer is not always right. We know that. So why do we still pretend it is true? Some complaints are baseless, but often weak willed mangers don't stand behind the nurse who are complained about by some of the crazt patients out there. Yet another means of sabotaging our true purpose by demoralizing those caring for the patients.
This is really a hot button issue w/ me. I get very good evaluations because I do make every effort to put my patients first. I think that since we have only limited resources in health care, we should not be wasting our money on this type of survey. We are not a hospitality industry. We can't adequately meet the demands of providing healthcare effectively. The focus should be on creating a patient centred safe work environment, not finger-pointing at units or individuals who fall short in the brown-nosing department. As far as that is concerned, we all know of very rude individuals who repeatedly blow patients off who remain in their positions for many years, so WHY are we wasting money on these surveys? Personally, I think if a better work environment w/ better staffing was created, both patient and staff satisfaction would sky rocket. Would all of our patients be satisfied all of the time? NO. That is not possible and anyone worth their salt will admit it. The customer is not always right. We know that. So why do we still pretend it is true? Some complaints are baseless, but often weak willed mangers don't stand behind the nurse who are complained about by some of the crazt patients out there. Yet another means of sabotaging our true purpose by demoralizing those caring for the patients.
yes, those nurses who are there only to collect a paycheck make the saying "it only takes one bad apple to spoil the bunch" true!!
imenid37
1,804 Posts
I know we are not supposed to tell patients that we are busy. I do. I want them to know that they and what they need are my priority, but that it might take a little time for them to get it not for lack of concern for them, but because that is reality. I feel it's the right thing to do. My patients are almost universally satisfied w/ the care they recieve from me. I don't need a script to be a good nurse. Most people don't. They just need to be alowed to function under somewhat reasonable conditions, rather than what many nurses are expected to function under. telling a patient the truth in a kind and concerned manner which puts them at the center of the situation should be normal practice, not telling little fibs to save the face of the facility.