You have heard that we (Christ Hospital) left The Alliance. We can now stand on our own. This means (to quote them) "to be the same or better". This can only mean that the race is on. The race to lure customers to the hospital. I get it. It is a business. They need $. I need them to have $, it is my job at stake. However, do we really have to compromise care in order to have customers patients?
This one takes the cake. So a family member decided to stay the night with their family member. (A nurses worst nightmare the majority of the time). The next day the family member complained that the nurse kept coming in and waking up the patient and the family member through the night. YEAH.. it is a hospital. So the higher up apologizes to the family member, tells her that we could work out a care schedule and gives her gift certificates for free food for the week. WHAT? You have to the s@#&ing me. How about a good old fashion, this is a hospital and we have to care for your family member and that includes coming in throughout the night. We appreciate your business, here are some gift certificates for food for you.
So there you have it! Who cares if you need medication in the night, who cares if you need vital signs taken. Your family member's sleep is MUCH more important, as well as seeing that they are happy. Perhaps they will be happy smelling the roses as you look up at the roots.
So Family Centered Care, and Customer Service have been taken to a new level.
2 comments:
When I was in the hospital after having the boys I hated being woken up to have my vitals checked but I never complained. I knew it wasn't their fault or some evil plan to torture me. Plus, on the reverse - I appreciated that no matter what time it was, I could push that little call button, and my nurse would magically appear.
You all have very tought jobs.
Oh yeah, I hated the parade of eveyone in when I had my babies too.
It is just the insanity that it has become such a customer service job.
: )
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