You're On Stage

My friend, a hospital RN says that morale at their hospital is at an all time low. Raises are based on patient satisfaction scores. They have some mandatory training coming up that I think he said was called You're On Stage. Has anyone had this training and if so, what is it? More scripting? More customer satisfaction bull****? Benefits were cut and they have mandatory overtime. It's a non union place.
I wish for once they would pay HR and management based on employee satisfaction surveys. I'm sorry your friend works in such a horrible example of this trend.

Yes, I have heard of it. It basically trains you to behave as a performer anywhere you are in the hospital. From the pt's point of entry to when they leave. In the pt room, nurses station, hallways, etc. Every employee at all times. That's what it was where I have worked in the past. It is to raise pt satisfaction scores.

Quote from neuromsI wish for once they would pay HR and management based on employee satisfaction surveys. I'm sorry your friend works in such a horrible example of this trend.

Yes my friend (fellow RN) works at a hospital in which she does have a line she must say to visitors (not patients), "Hi I'm ________, can I assist you? I have the time." LoL! I think that is so ridiculous, I mean who comes up with this stuff? Makes me think they want us to be robots. I mean really.

We had signs in the hallways of the unit saying the whole "how can I assist you today? I have the time". In the picture is a nurse waving with an exaggerated smile.

Are they making you wear a button yet? "Quality begins with me" or some other meaningless slogan. If you can't deliver good care I guess you can just pretend like you are.

Quote from MekBlizzYes my friend (fellow RN) works at a hospital in which she does have a line she must say to visitors (not patients), "Hi I'm ________, can I assist you? I have the time." LoL! I think that is so ridiculous, I mean who comes up with this stuff? Makes me think they want us to be robots. I mean really.

The last five words of your post says it all. When will our profession learn ?Marc

That would stink to have raises based on scores. What a catch 22. Management doesn't staff well so nurses can't do it all, so scores go down. It's not rocket science. Can't management figure it out?

What's good for the goose. If hospitals and physicians* are going to be paid based on pt satisfaction, so should nurses. * I don't know that anyone really is, I've not read the health care reform act & I'm just going by rumor. It may all be a crock of sheet, lol.

Quote from linearthinkerWhat's good for the goose. If hospitals and physicians* are going to be paid based on pt satisfaction, so should nurses. * I don't know that anyone really is, I've not read the health care reform act & I'm just going by rumor. It may all be a crock of sheet, lol.

Quote from neuromsWhat are you talking about?