Our facility has a had a really big push for required educational "offerings" (read: non-clinical nurses who want to keep their jobs so they're making busy work for the rest of us). One class was about customer satisfaction, keeping people happy, blah blah blah. The educator said that, maybe ten years ago, we had managers for dietary that would round on each floor and make sure everything was okay, and pharmacy would round, and make sure they didn't miss any meds, and managers from housekeeping would make sure everything was cleaned. Then hospitals started becoming more 'cost-conscious' (translation: the nurse can do it!) and eliminated those positions because it's more effective to have the nurse do everything. So now we're responsible for trays being on time, rooms being cleaned appropriately, meds being delivered on time. The bottom-line of the class?
We're also responsible to make sure that the customer... oops, I meant patient, since they have healthcare needs and all, gets whatever they want. The stellar example from the "nurse" educator? ... "The patient wanted a Pepsi, and I asked the charge nurse what the chances of her getting that Pepsi were. The response was "It depends on the nurse", but People, it shouldn't! We should all be giving great care!!"
Umm.... hello? My hospital only serves Coca-Cola.