Nurses: Dealing with Criticism
Channel: EmpoweRN
Date: 17/07/2017

You know, I have been in the service industry for a long time. From retail to waitressing and now nursing; customer service issues are stranger to me. I find it very surprising though just how much attention and focus on nursing has been allotted to this. I know that our reimbursement is affected by the patients perception, however, one thing that I think is also a huge contributing factor is competition. I know here in Florida there are just so many great choices of where to go for your health services.
Granted, you may not have the option if the EMS service or airlifting service is the one getting you to your hospital destination, however, a good percentage of our patients come to the hospital because of their choice. With so many great options to choose from and potential customers being able to read all kinds of information quickly and easily on the internet, I see how this concept of good customer service is vital.
Since as nurse we absolutely will spend the most time with the patient, a lot of this falls on us. Most of the time, we can handle it gracefully, however, I want to let you know that, no matter who you are, there will always be times when, no matter what you do, someone will finds something wrong with what you did.
Actually, one of my patients yesterday (different person that I spoke of in the video) asked for a different nurse because I was not fluent in Spanish. Never mind the fact that I can actually get by pretty well… so you see, sometimes there is just nothing you can do. I do like the attitude, I’m going to push myself as hard as I possibly can. However, I will also quickly admit mistakes and be even quicker to move on.
Let’s stay focus on what really matters here and lets be outstanding.
See you next Monday!
Much love,
~Caroline
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