"Your servers today will be..." Opinions please!

shannashadle · Nov 6, 2005

What is it that you're supposed to be serving?
"Would you care for fries with your Lopresor?"
"Would you like that enema Super Sized?"
gimme a break!

OMG that is so funny! I just had to tell you that.

tridil2000, MSN, RN · Nov 6, 2005

Our administrator came out with a new form today that all CNA's are to pass out to their residents at the beginning of each shift. It reads:
Your servers today will be:
nurse______________
CNA________________
Anyone want to share an opinion on this? I was told I was being to sensitive to this, so I figured I would let all your honest and humble opinions set me straight :rotfl:

and the chef will be_______________ (inwswert your admin. name here!)

wooh, BSN, RN · Nov 6, 2005

Oh yeah, like the patient I had the other day who called wanting his water moved on his bedside table = about 2 or 3 inches!

Said as sweetly as possible, "Well of course you can move your water sir! As long as we're not in here performing any medical procedures, feel free to move everything where it's most comfortable for you. We want you to be as comfortable as possible while you're here! Be sure to call and let us know if you need anything." Obviously the man doesn't realize he's allowed to move his own water if he's asking you to do it. :uhoh3:

Of course, if you want to have fun, you can act panicked and start performing neuro assessments, testing grip strength and the like. :rolleyes:

sbic56, BSN, RN · Nov 6, 2005

I was a server as well. I loved it and did not and do not find it degrading in ANY way for a person to make their living as a server. Now, however, I am a nurse, I am not a "server" and while my co-workers who are cnas can not legally refer to themselves as nurses, they ARE NOT "servers". Completely different discipline and mind set IMO. I agree w/all you are saying about serving being a good prep for nursing as far as pace of job and organizational skills, however, a NURSE is not a SERVER. My guess is that admin is not a nurse and has no idea what nursing involves. I am flabbergasted. This fool needs schooling in the worst way! As for thinking of our patients as customers, they are. They pay big bucks to have their needs met by educated, trained, experienced HEALTHCARE professionals. Yet another reason why these same professionals should not be referred to as SERVERS. I can just imagine what the pt's are thinking when they are handed a card telling them who their SERVERS are. Will they order a shrimp cocktail instead of bedpan? I would feel incredibly uncomfortable in a healthcare establishment that referred to it's nursing staff as servers. I would question the competency of those who were caring for me. Show this post to your admin who came up w/this suggestion. You have my permission to share it.

I should clarify, the hospital I was referring to doesn't refer to us as servers. In fact they go to great pains to be sure the RN on the nametag is in the hugest font possible, which is rather silly it itself. I was just seeing the trend where many places are referring to pateints as customers, so even without specifically say it, we could be thought of as servers. Hosptals are big business; this mindset of customer service, although pushed to absurd extremes at the LTC facility the OP talks about, is not going away anytime soon. It's about competition. The aggressive PR, scripting and super service are all part of attempting to lure the patient to a place where their stay will be pleasant. It is pushed as hard as the delivery of good competent care. I find it insulting for administrations to do this, but they know exactly what they are doing. We had to sign a contract stating we would adhere to the "rules". Mainly why I only work there per diem these days.

Kelly_the_Great · Nov 6, 2005

The aggressive PR, scripting and super service are all part of attempting to lure the patient to a place where their stay will be pleasant. It is pushed as hard as the delivery of good competent care. I find it insulting for administrations to do this, but they know exactly what they are doing.

I'm seeing more and more that the "customer service" end of business is being stressed over that of exceptional, compentent healthcare.

Often at the sacrifice of healthcare, in fact. Things like admitting pt. to home health services without teachable person in home (alzheimer pt. living alone w/o family - for example), sending nurses out to unsafe homes - jeopardizing staff & sometimes even the pt. involved, nonlicensed staff sending nurses out for adm. b/c someone called them w/o written orders, etc.

sbic56, BSN, RN · Nov 6, 2005

I'm seeing more and more that the "customer service" end of business is being stressed over that of exceptional, compentent healthcare.
Often at the sacrifice of healthcare, in fact. Things like admitting pt. to home health services without teachable person in home (alzheimer pt. living alone w/o family - for example), sending nurses out to unsafe homes - jeopardizing staff & sometimes even the pt. involved, nonlicensed staff sending nurses out for adm. b/c someone called them w/o written orders, etc.

So, you are seeing it in the homehealth setting. And, if the nurse doesn't like it, she can go elsewhere, correct? Shesh. The "server" topic of this thread is just a tiny symptom of a much more pervasive trend.

**SKM-NURSIEPOOH, BSN, RN** · Nov 6, 2005

what is it that you're supposed to be serving?

"would you care for fries with your lopresor?"

"would you like that enema super sized?"

gimme a break!

lol maolin!!!

omg...this crock of sh&t would be funny if it wasn't soooooooo f'n outrageously insulting :angryfire :rolleyes: ! i'm glad they decided to change the form nascar nurse...but really...they should simply hang a dry erase board in every resident room with:

date:___________

day: ___________

nurse: __________

na: ____________

period.

cheers,

moe

Kelly_the_Great · Nov 6, 2005

So, you are seeing it in the homehealth setting. And, if the nurse doesn't like it, she can go elsewhere, correct? Shesh. The "server" topic of this thread is just a tiny symptom of a much more pervasive trend.

Oh yeah. If you voice any of your concerns or simply point out that it's out of compliance which could result in nonpayment (or violation of the law). You're viewed as a "stickler" or whatever.

The problem is a lot of these ppl who run for example the admissions department often have no clinical knowledge whatsoever. Their backgrounds are from business/customer service and they don't understand the issues at all. And because nursing is viewed as a "necessary evil" versus the "backbone", well you know what it leads to; lack of communication, lack of respect and ulitmately lack of patient care (and imo lack of ethics).

We nurses have got to find a way to take it back control of the care we provide, for ours and our patients' sakes. I used to work for this company 7 years ago and they only allowed RN's to work in admissions, now there's 1 RN & 1 LVN that work after hours just so if a doctor's order comes in they can take it, otherwise the staff has no clinical background at all.

I could go on about other dept. and other areas of healthcare that I've worked in as well. Maybe, sbic56, we could start a thread on this issue entitle it "Customer Service vs. Healthcare"?

Oh well, thanks for the vent....:) I feel better. Nice to speak with ppl who understand.

wooh, BSN, RN · Nov 6, 2005

I'm seeing more and more that the "customer service" end of business is being stressed over that of exceptional, compentent healthcare.

The moment I realized it was time to actually look for another job (instead of just thinking about looking for another job) was when I was called to the manager's office to discuss an "issue." Now I understand, that yes, I need to be comforting to the family and customer service isn't necessarily a bad thing. But my manager actually used the words, "It's all about customer service." Sorry but no. Customer service is a part of it, and I'm more than happy to be as customer service-y as I can be most of the time. But you will never ever see me prioritize service over care. I'll gladly be the pi$$y bi^@# of a nurse that didn't get you coffee but saved your dad's life. If you don't care about competent care, but want coffee served well, there's some girls at the Waffle House that would love to make the money you're paying me.

The job I now have, there's a huge emphasis on customer service, but it's always *balanced* with great care. The balance is the key!! Frankly, happy "customers" are easier to take care of. A little customer service goes a long way.

The first rule of customer service in the hospital: When you kill the customer, you lose their repeat business!!!

twin#2 · Nov 7, 2005

Sounds like the facility I plan to depart from soon; they have a system wherein ED reports are faxed s prior knowledge &, yes they actually have a notice in the resource room that states "if pt arrives @ shift change simply pop into the room for a 'meet & greet' & let noc RN know there is a pt in room"

Pathetic!!!! meet & greet??? This is an Oncology unit! I was a waitress for years; this is appropriate in a restaurant. I refuse to do this; if, p report, the pt crumps whatcha going to say..."so sorry @ grandma crumping, there is a free Creme Brulee' @ her ICU bedside if she comes off vent."

**RosesrReder, BSN, MSN, RN** · Nov 7, 2005

I would refuse to be labeled as a server and make it be known.

twin#2 · Nov 14, 2005

There are actually 2 opinions I percieve from all who have entered this thread (as I have inputted as well.) number one opine seeems to be from those who do not appreciate being referred to as a "server". As an RN who has worked some very high /stress/acquity areas (i.e. Neuro/Trauma/Oncology et al) I am not a "server" as in restaurant milieu. If I had ever made an egregious error (e.g. injecting Vincro into an Epidural line that Pt dies) One problem I see is that as a newbie in '96 I started w/Med-Surg for 2+yrs.Now RNs are being hired directly to Oncology/Trauma/NICU et all. I had been a waitress (dishwasher/bus-person too) for 12 yrs; I was blindesided as a new RN but I learned it well.

Other posters I've found a tad arrogant; those who have cited waitpersons as if that is the lowliest job on earth w/ such vitriole i can only guess that some of these RNs et al were put through school by parents, already had money et cetera. My I.Q. was as it is now when I was a dishwasher. Anyone who speaks of servers in this manner doesn't even seem to recognize that, yes, your Restaurant servers I.Q. could exceed yours when you point a finger @ them you have 3 more fingers your pointing back @ you.

Any "friend of Bill" knows what I am saying. Sans a support system, sobriety, family w/ money, an auto ad infintum the waiter(ess) some look down upon could be smarter than you. Additionally, street smarts are one of the most invaluable smarts of all; I can, & have survived street-life, rapists, attempted strangulation twice. I am alive via street smarts; e.g. how would you talk your way out of being killed. The operative word is talk because if someone can readily overpower you that pepper-spray in your purse is meanless, getting hysterical is excites killers & rapists & last but not least, if you think raising a crowbar or baseball bat toward anyone much stronger you will have that taken away & used on you. BTW to private poster I cannot open unless

my anti-spam recognizes sender.

Diana