Customer Service Model

NAILED IT!!!Thank you for so eloquently stating what needs to be said in healthcare settings everywhere.

Thank you for stating what many of us feel! I think it does dumb us, and them, down. Not to denigrate waitresses, but there is way, way more to what I do than waitressing, but that's exactly what all that makes me feel like. Especially after a higher-up told me that a family probably wouldn't even care if I killed someone as long as I was NICE, and that patients don't care if I'm smart. Well, I've always subscribed to the "here to save your butt, not kiss it" model, so all this stuff has been really hard for me to swallow.

I think it "dumbs" everyone down: Us, patients, families, the whole facility. As mentioned in OP, how many times can a patient hear the same stupid script? It makes us all look like the geeky kid trying desperately to impress the popular kid.

I think this is generally a product of privitized healthcare where profit margins trumph patient care. Here in Canada patient satisfaction is a foreign term, something I hear of only when I visit this forum. Public healthcare emphasizes family/patient-centered care which focuses on doing things that are in the best interest of the patient. Our job as healthcare providers is to return you back to optimal health so that you are able to intergrate back into society. I'm still shocked when I read that patients fill out customer service surverys after discharge, how bizarre. A hospital is a hospital, not a hotel.

Quote from NovoI think this is generally a product of privitized healthcare where profit margins trumph patient care. Here in Canada patient satisfaction is a foreign term, something I hear of only when I visit this forum. Public healthcare emphasizes family/patient-centered care which focuses on doing things that are in the best interest of the patient. Our job as healthcare providers is to return you back to optimal health so that you are able to intergrate back into society. I'm still shocked when I read that patients fill out customer service surverys after discharge, how bizarre. A hospital is a hospital, not a hotel.

Ode to the wonderfulness of being Magnet!!! (Magnet status is an awesome thing when done for the right reasons and in the right way)We are doing this now where I work at and scripting came about as a way to improve our plummeting Press Ganey scores from the prior year. Management did not seem to see the correlation between staff working short all over the hospital while also being in an unprecedented high census for that year. Not to mention newly opened and disorganized overflow areas. Nope, no thank you for working our tails off and doing the best we could with what we had to work with...Apparently, scripting during nurse patient interaction is what's really going to boost our scores...instead of having enough staff consistently to meet Pt needs and better outcomes for health and safety. Who'd a thought!

Monkeybug, that once happened to me! He wasn't a diabetic, but was on a clear liquid diet. The family pitched a fit and went straight to the DON, trying to get me in trouble because I wouldn't give him what "they" wanted. (The actual patient was too sick to care.) Of course when the doctors round, and make those decisions, their mouths don't open.

No doubt there are extremes, no doubt the physical welbeing of the patient is the most important, and no doubt administators then to take things to the extreme, but one cannot deny that it takes money to run a facility and pay wages, one cannot deny positive experiences in any field help drive that income. Step on the other side of that equation, the meal was great so how it was delivered has no bearing, I fixed your car so customer service is really a mute point, you came here to buy gas so why would you expect me to be polite and thank you. While they are extreme and there is a big difference between the skills and education of nurse to a burger cook, the concept has some application. The emotional welbeing of a patient has been proven to have an affect on patients recoveries. While admin may be overboard, it is not entirely irrelevant. Given the pressures a nurse is under, some of these efforts, while burdensome, may fill in when a nurse is so preoccupied with the physical that the rest gets lost. Lynch me if you choose but my intent was not to dismiss but to give thought

I couldn't agree more! Thank you for expressing out loud what I've been screaming inside.

Quote from middleagerNo doubt there are extremes, no doubt the physical welbeing of the patient is the most important, and no doubt administators then to take things to the extreme, but one cannot deny that it takes money to run a facility and pay wages, one cannot deny positive experiences in any field help drive that income. Step on the other side of that equation, the meal was great so how it was delivered has no bearing, I fixed your car so customer service is really a mute point, you came here to buy gas so why would you expect me to be polite and thank you. While they are extreme and there is a big difference between the skills and education of nurse to a burger cook, the concept has some application. The emotional welbeing of a patient has been proven to have an affect on patients recoveries. While admin may be overboard, it is not entirely irrelevant. Given the pressures a nurse is under, some of these efforts, while burdensome, may fill in when a nurse is so preoccupied with the physical that the rest gets lost. Lynch me if you choose but my intent was not to dismiss but to give thought

I understand and agree sometimes it is taken to an extreme and crosses to "geeky" but often the "script" is implimented to instill or reinforce a mentality or phylosophy. If you review the posts many were challenging the concept of customer service not just the mechanics such as "scripting" The "I am here to save your butt not kiss it" is a mentality that like it or not runs counter to the business of healthcare today. I heard an advertisement for Rush in Chicago today talking about private rooms, state of the art facilities so nurses can monitor without waking, private nurses rooms for patient privacy and quiet. If a potential heard that mantra and save not kiss, which do you think would attract the most patients. Then there is this, the patient pays the bill, large bills, if you review the posts it is not hard to imagine how that manifests itself to the patients. the script is a reminder or reinforcer.

Quote from middleagerNo doubt there are extremes, no doubt the physical welbeing of the patient is the most important, and no doubt administators then to take things to the extreme, but one cannot deny that it takes money to run a facility and pay wages, one cannot deny positive experiences in any field help drive that income. Step on the other side of that equation, the meal was great so how it was delivered has no bearing, I fixed your car so customer service is really a mute point, you came here to buy gas so why would you expect me to be polite and thank you. While they are extreme and there is a big difference between the skills and education of nurse to a burger cook, the concept has some application. The emotional welbeing of a patient has been proven to have an affect on patients recoveries. While admin may be overboard, it is not entirely irrelevant. Given the pressures a nurse is under, some of these efforts, while burdensome, may fill in when a nurse is so preoccupied with the physical that the rest gets lost. Lynch me if you choose but my intent was not to dismiss but to give thought