"We were told fifteen minutes ago that the room was available. This is poor customer service."
I walked out of my patient's room that I had just helped resuscitate to be confronted by my other patient's angry, screaming family member yelling this across the emergency department. As I attempted to apologize and inform this irate family member that I will call report to the floor and have the patient transported immediately, she proceeded to throw her hands up and stomp away, rolling her eyes and stating, "you have a four year degree and can't even move a patient to a room." This family member had just witnessed us frantically run to the room next door when an unresponsive patient arrived to the ED. She also watched as we ran in and out to obtain medications and respiratory staff. I know she watched, because as we were doing this, she was requesting a coke as she was parched from waiting three hours for her mother to be diagnosed and admitted.
The patient waiting to be admitted had come to the emergency room as she has a respiratory disease called chronic obstructive pulmonary disease and she continues to smoke cigarettes despite the ill effects of difficulty breathing and further breakdown of her lungs. A few breathing treatments, a steroid injection, and an antibiotic later, she was breathing easier, stable, and waiting for admission to the hospital. The admission process is not simple and the nurse caring for the patient only has control of how fast we can give report and alert transport to bring the patient to the floor room after the room becomes available. The rest of the long process is in the hands of the coordinator and admitting physicians. This is not including the time it takes to obtain scans and labs as well as the time it takes for these to result. Diagnosing a patient is not a short process. Although I had three other critical patients, every warm blanket, turkey sandwich, drink, and pillow adjustment was provided to this particular patient in a timely manner. I wish I could say that disgruntled patients complaining about wait time was not a common occurrence.
Which brings me to my point: I am a nurse with a degree.
I spent four years learning about bodily processes and disease at the cellular level. I learned how medications effect these processes and how to calculate and administer those complicated doses efficiently. I learned how to read lab results, heart rhythms, and vitals as well as what was necessary to tell the physician. I learned how to dress your wounds and understand your cognitive impairments. I learned how to make your heart beat again. This is just an overview to give you an idea. Upon receiving my degree, I never imagined that my education would be reduced to how fast I can get a warm blanket or soda for a patient. I did not realize what it would take to leave the room of a dying patient and regroup to encourage the patient in the next room.
I ultimately did not expect that saving your life would be rated on a customer satisfaction survey.
I pray that this helps you to understand nurses a little better. Please attempt to be as patient and understanding as we are with you at your lowest moments. Regardless of who you are, we will care for you as if you were our own family. We dodge vomit, fists, random bodily fluids, and insults to ensure that you are provided the best care possible. We will remain composed in front of you and hold your hand when you are afraid, although we have other patients who require our attention. Regardless of how insignificant you think we are, you will be our number one priority as our patient. Above all, we will endure your negative customer service surveys and insults, because we are called to do this and cannot imagine doing anything else.
It will give you a well deserved and much needed laugh! The family member asking for a coke while a code is on is just perfect example of this video. lol
I like reading kevin md there is some stuff for nurses and it reminds you that the doctors are dealing with lots of stress from corporate healthcare and customer service, etc; just like us they are in the same boat!
It will give you a well deserved and much needed laugh! The family member asking for a coke while a code is on is just perfect example of this video. lol
I like reading kevin md there is some stuff for nurses and it reminds you that the doctors are dealing with lots of stress from corporate healthcare and customer service, etc; just like us they are in the same boat!
I feel like the customer service days are numbered. The medical care crisis because of the aging baby boomers is here. The hospital I work in is on saturation 65% of the time. Last week we developed a saturation protocol for dialysis - if the patient is a dialysis patient and we have implemented the protocol, they won't be admitted because we cannot provide them with care even if there is a bed available. A nearby hospital closed their dialysis unit because they can't staff it. More and more as patients and families get ready to flounce, we say "okay, well have a nice day". There are plenty of people in line behind you. We don't need to worry about customer satisfaction when there is such a huge need for beds.
I think the real problem started when we started calling patients "customers". To me a customer is someone who can choose what restaurant to eat at, shopping for clothing, what repair shop to use for their car and so forth. I take issue with calling someone who is there for medical condition a customer. If you are having STEMI you don't stop say hmmm I don't know if i want to hospital cause I heard the food is bland or I don't like they don't have all the cable channels. It should be as patient who thinks can they save from death right now and will I have complications. Sadly healthcare plays second fiddle to hotel mentality now.
I have been a Nurse for 37 years. A long,long time.
When a family member gets out of control you call your Charge Nurse and if necessary, your Nursing Supervisor. You need Security to remind that other visitor to behave or leave. I put up with no berating of me or my co-workers. In every Hospital there is a standard of conduct for workers and visitors alike. I am in Las Vegas. There is zero tolerance for weapons and threatening employees. This is a form of behavior that actually is not tolerated and I haven't seen anyone mention or use it but at every work site you can not belittle,threaten or raise your voice at an employee and you step back,you have Security handle the matter.
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brandy1017, ASN, RN
2,910 Posts
Your post reminded me of a hilarious video on kevind md called My Boss is CEO. I'll try to post it, let's see if it works.
Patient satisfaction in the ER.*Oh yes, this doctor went there.
It will give you a well deserved and much needed laugh! The family member asking for a coke while a code is on is just perfect example of this video. lol
I like reading kevin md there is some stuff for nurses and it reminds you that the doctors are dealing with lots of stress from corporate healthcare and customer service, etc; just like us they are in the same boat!