What does P&N think about.....

[TraumaRN]

So I'm kinda speaking for my work and kinda testing the waters of what you guys at P&N think of what my hospital system is doing. We have a new thing going on: A Money Back Guarantee. Here is a transcript of the e-mail I got from our CEO:

No hospital system would ever trust its employees enough to offer money back to patients who are not completely satisfied with the care they receive.

Until now.

Two years ago, we established ourselves as the market leader in emergency room care with the 29 minute guarantee. Eighteen months ago, we became the national leader in the use of robots in hospital rounding, with the largest contingent of robots in the world. Last month, DMC became the most advanced hospital system in Michigan in the use of Electronic Medical Records with our successful "go live" at Receiving and RIM.

And today, DMC has become the only hospital system in America to offer patients a Money Back Guarantee. We are becoming a national leader in changing the way health care is delivered.

The Money Back Guarantee program is straightforward. If patients are not absolutely satisfied with the quality of service during their stay in a DMC hospital, DMC will credit their out-of-pocket costs (the "patient pay balance") up to $100.

The refund/credit will be made on a four-tier system based on the nature of the complaint:

Tier 1: Problems with physical facilities $25

Tier 2: Inadequate communication $50

Tier 3: Excessive wait times $75

Tier 4: Poor service from employees $100

As I?ve told many of you during recent employee forums, the Money Back Guarantee is designed to be a positive learning encounter between the DMC and the people we serve. This is not a test; it?s not about reprimanding anyone; it is all about identifying little things, or big things that negatively impact the patient experience.

Satisfied patients are our only job security. That includes my job.

We'll make some mistakes. We'll learn from them. We'll fix them. We'll get better. And after awhile, our customer care will be in a class by itself.

When your friends and family ask about this program you can tell them one thing: No other hospital system would ever trust its employees enough to make this guarantee. I've seen enough of the DMC doctors and staff over the last two years to be confident that we can pull off what no one else would dare try.

Mike Duggan

Now I for one as a student nurse soon to be a full fledged RN think this is a wonderful idea, totally creative for health care and I think it'll really improve patient care along side our 29 minute ER guarantee which says you'll see a doctor within 29 minutes. For more details on the money back guarantee, goto http://www.dmc.org/about_us/moneyback.html And other then that discuss.

 

[daniel49]

Originally posted by: DeathBUA
So I'm kinda speaking for my work and kinda testing the waters of what you guys at P&N think of what my hospital system is doing. We have a new thing going on: A Money Back Guarantee. Here is a transcript of the e-mail I got from our CEO:

No hospital system would ever trust its employees enough to offer money back to patients who are not completely satisfied with the care they receive.

Until now.

Two years ago, we established ourselves as the market leader in emergency room care with the 29 minute guarantee. Eighteen months ago, we became the national leader in the use of robots in hospital rounding, with the largest contingent of robots in the world. Last month, DMC became the most advanced hospital system in Michigan in the use of Electronic Medical Records with our successful "go live" at Receiving and RIM.

And today, DMC has become the only hospital system in America to offer patients a Money Back Guarantee. We are becoming a national leader in changing the way health care is delivered.

The Money Back Guarantee program is straightforward. If patients are not absolutely satisfied with the quality of service during their stay in a DMC hospital, DMC will credit their out-of-pocket costs (the "patient pay balance") up to $100.

The refund/credit will be made on a four-tier system based on the nature of the complaint:

Tier 1: Problems with physical facilities $25

Tier 2: Inadequate communication $50

Tier 3: Excessive wait times $75

Tier 4: Poor service from employees $100

As I?ve told many of you during recent employee forums, the Money Back Guarantee is designed to be a positive learning encounter between the DMC and the people we serve. This is not a test; it?s not about reprimanding anyone; it is all about identifying little things, or big things that negatively impact the patient experience.

Satisfied patients are our only job security. That includes my job.

We'll make some mistakes. We'll learn from them. We'll fix them. We'll get better. And after awhile, our customer care will be in a class by itself.

When your friends and family ask about this program you can tell them one thing: No other hospital system would ever trust its employees enough to make this guarantee. I've seen enough of the DMC doctors and staff over the last two years to be confident that we can pull off what no one else would dare try.

Mike Duggan

Now I for one as a student nurse soon to be a full fledged RN think this is a wonderful idea, totally creative for health care and I think it'll really improve patient care along side our 29 minute ER guarantee which says you'll see a doctor within 29 minutes. For more details on the money back guarantee, goto http://www.dmc.org/about_us/moneyback.html And other then that discuss.

So you mean like all the times I went into the doc and he shrugs his shoulders and says, "well your no spring chicken anymore"

I wouldn't have to pay for that expert advice...sign me up!

 

[Zebo]

I applaud his efforts..typically hostpitals don't have to attain the customer service model expected from other businesses because it's your life we are talking about here. Take it or leave it is not a serious option. They know that and get lazy like many would with a gauranteed income stream. Same reason that staff physicans and nurses on triage all get similar compensation, like a union teaching job there is no reason to perform excellent since there is no reward for excellence. Maybe he should include huge quarterly bonuses for nurses and Dr's with least complaints too?

 

[TraumaRN]

Originally posted by: Zebo
I applaud his efforts..typically hostpitals don't have to attain the customer service model expected from other businesses because it's your life we are talking about here. Take it or leave it is not a serious option. They know that and get lazy like many would with a gauranteed income stream. Same reason that staff physicans and nurses on triage all get similar compensation, like a union teaching job there is no reason to perform excellent since there is no reward for excellence. Maybe he should include huge quarterly bonuses for nurses and Dr's with least complaints too?

We dont have the money for profit sharing.....yet, the DMC before he took over had been run into the ground and we still have about 400 million in debt to pay off yet, but adding some sort of compensation would be nice(the compensation we get now for good behavior/effort is in the form of free movie tickets, free dinners at semi-pricey places, gas cards, free meal tickets in the hospital cafeteria etc)

 

[Meuge]

To be honest I find it a retarded idea, and I find your first poll question really annoying, given that there is no option to actually disagree with you.

 

[TraumaRN]

Originally posted by: Meuge
To be honest I find it a retarded idea, and I find your first poll question really annoying, given that there is no option to actually disagree with you.

Fixed

 

[Zebo]

Controlled release or nurses and other HC specialists into the market has prevented normal market forces from working in the HC industry. I know it's nice to have a guarnteed $65,000 on graduation almost anywhere you want to live but at the same time you are stuck with some serverly incompetent and uncaring nurses making same wage. There is no option for the Administration to offer $40,000 to the nincompoops while lavishing you with $120,000 since the underperfromers will just flee.

 

[smack Down]

kind of a joke with a 100 dollar limit. Sorry we screwed up and you died here is 100 dollars.

 

[Meuge]

Originally posted by: Zebo
Controlled release or nurses and other HC specialists into the market has prevented normal market forces from working in the HC industry. I know it's nice to have a guarnteed $65,000 on graduation almost anywhere you want to live but at the same time you are stuck with some serverly incompetent and uncaring nurses making same wage. There is no option for the Administration to offer $40,000 to the nincompoops while lavishing you with $120,000 since the underperfromers will just flee.

If there would be such range, everyone would wind up getting paid $40k. The U.S. is one of the very few countries in the world where doctors make any kind of money. In most other places, one could make just as much with no education at all.

I don't think that a tight control over the number of new graduates is responsible for the horrible care provided by some people. I think THEY are responsible, and should be HELD responsible... but please don't ruin the well-earned salaries for the rest of us.

 

[Hayabusa Rider]

Originally posted by: Zebo
Controlled release or nurses and other HC specialists into the market has prevented normal market forces from working in the HC industry. I know it's nice to have a guarnteed $65,000 on graduation almost anywhere you want to live but at the same time you are stuck with some serverly incompetent and uncaring nurses making same wage. There is no option for the Administration to offer $40,000 to the nincompoops while lavishing you with $120,000 since the underperfromers will just flee.

It's about time people realize that insurance companies run health care. Not the doc, not the nurse, not the pharmacist. Health care quality is largely determined by them when the reimbursment rates go down while costs go up. Result? A lot of people working their ass off because staffing goes out the window. When that happens quality of care automatically goes down. That's how it is.

 

[Zebo]

Originally posted by: Meuge

Originally posted by: Zebo
Controlled release or nurses and other HC specialists into the market has prevented normal market forces from working in the HC industry. I know it's nice to have a guarnteed $65,000 on graduation almost anywhere you want to live but at the same time you are stuck with some serverly incompetent and uncaring nurses making same wage. There is no option for the Administration to offer $40,000 to the nincompoops while lavishing you with $120,000 since the underperfromers will just flee.

If there would be such range, everyone would wind up getting paid $40k. The U.S. is one of the very few countries in the world where doctors make any kind of money. In most other places, one could make just as much with no education at all.

I don't think that a tight control over the number of new graduates is responsible for the horrible care provided by some people. I think THEY are responsible, and should be HELD responsible... but please don't ruin the well-earned salaries for the rest of us.

Right because the best CS majors working as programmers don't make millions while thier less competant peers are stuck with system admin jobs in the 40 range? As far as foreign countries you are misinformed. Unless you mean Bolivia, Europes Doctors all make above $100,000.

How can somethng be "well earned" not subject to the free market? I'm not saying someone in the HC industry did'nt earn thier slot with a 3.8+ needed to attended even the worst medical school. I'm saying the slots themselves are regulated and minimized by powerful sanctioning boards like AMA to keep salaries high and "unionized" if you will. http://www.mises.org/story/1547

 

[TraumaRN]

Hayabusa Rider and Zebo you both make valid points. The bigger point is that there is no real way of assuring quality care when you goto a hospital. This is obviously a step in the right direction, as my issue with the health care industry as a whole is that it's stagnant, there is little innovation and little drive to be better.

When you put the burden of quality on the employees it only means good things for the patients. And yes smack Down 100 dollars isnt much money but it's something, the fact that my hospital system is making this sort of promise is bold, just consider my hospital that sees ~90,000 patients a year, and if just 1% of them got $100 back from the hospital well you can do the math. Thats ALOT of money just for us as employees screwing up.

And despite them saying it's not a test of employment, you can bet it is in a veiled sort of way because if one certain nurse/doctor gets a bunch of complaints.....then adios.

 

[Zebo]

Originally posted by: Hayabusa Rider

Originally posted by: Zebo
Controlled release or nurses and other HC specialists into the market has prevented normal market forces from working in the HC industry. I know it's nice to have a guarnteed $65,000 on graduation almost anywhere you want to live but at the same time you are stuck with some serverly incompetent and uncaring nurses making same wage. There is no option for the Administration to offer $40,000 to the nincompoops while lavishing you with $120,000 since the underperfromers will just flee.

It's about time people realize that insurance companies run health care. Not the doc, not the nurse, not the pharmacist. Health care quality is largely determined by them when the reimbursment rates go down while costs go up. Result? A lot of people working their ass off because staffing goes out the window. When that happens quality of care automatically goes down. That's how it is.

I agree with that too. My wife quit her nursing job because of that (well and the kids). She would often come home totally miserable because of workload her staff was forced to bear. They went from having ~15 nurses on her triage to 7 in the eight years she worked at the hostpital and patients load did not decrease one iota.

 

[Meuge]

Originally posted by: Zebo

Originally posted by: Meuge

Originally posted by: Zebo
Controlled release or nurses and other HC specialists into the market has prevented normal market forces from working in the HC industry. I know it's nice to have a guarnteed $65,000 on graduation almost anywhere you want to live but at the same time you are stuck with some serverly incompetent and uncaring nurses making same wage. There is no option for the Administration to offer $40,000 to the nincompoops while lavishing you with $120,000 since the underperfromers will just flee.

If there would be such range, everyone would wind up getting paid $40k. The U.S. is one of the very few countries in the world where doctors make any kind of money. In most other places, one could make just as much with no education at all.

I don't think that a tight control over the number of new graduates is responsible for the horrible care provided by some people. I think THEY are responsible, and should be HELD responsible... but please don't ruin the well-earned salaries for the rest of us.

Right because the best CS majors working as programmers don't make millions while thier less competant peers are stuck with system admin jobs in the 40 range? As far as foreign countries you are misinformed. Unless you mean Bolivia, Europes Doctors all make above $100,000.

How can somethng be "well earned" not subject to the free market? I'm not saying someone in the HC industry did'nt earn thier slot with a 3.8+ needed to attended even the worst medical school. I'm saying the slots themselves are regulated and minimized by powerful sanctioning boards like AMA to keep salaries high and "unionized" if you will. http://www.mises.org/story/1547

It is difficult for me to be rational in this regard. For one, I have a personal stake in this - which is going to be 12+ years of my life. Also, before we emigrated from Russia, I remember my father as a doctor making about 1/2 of what a factory worker did. The problem is that when you let laymen run medicine, this is what happens. The drive is always to pay HC staff less, because the perception is that this is where the savings are... when in fact the administrative costs are far larger (not to mention the insanity that the insurance companies have turned US HC into).

 

[umbrella39]

I don't agree with it as it is too subjective. Doing my clinical rounds, if I had a dollar for every time one of my patients complained about their doctor or nurse, I would not have to be in school, I could retire. I think Mike Duggan is blowing a lot of smoke tbh about how he feels DMC is the only facility equipped to offer such a guarantee. I have not done any clinical rounds at DMC, only at St. Joe's, Annapolis, Oakwood Dearborn, and Providence and there is no way ANY hospital can pull this off imo. As soon as you start tacking a monetary value on complaints, patients imo will start making them up. How are you going to prove or disprove communication or inadequate service? Sounds like a big cluster fvck waiting to happen. But best of luck if you stay at DMC, I mean that.

 

[JonBarillari]

Originally posted by: DeathBUA

...

Here is a transcript of the e-mail I got from our CEO:

No hospital system would ever trust its employees enough to offer money back to patients who are not completely satisfied with the care they receive.

Until now.

...

Satisfied patients are our only job security. That includes my job.

...

Mike Duggan

I would say: "Healthy patients are your only job security."

Perhaps it is a good idea...

It depends on both your hospital's staff and patients.

As a patient, I would be worried that the doctors and nurses would be more concerned with wether or not I've had a 'pleasurable' hospital experience when they should really be concerned about my health even if it means making my hospital 'experience' less pleasurable to ensure I am more healthy.

For me, as a patient, I would find a different hospital.

Jon

 

[Zebo]

Originally posted by: umbrella39
I don't agree with it as it is too subjective. Doing my clinical rounds, if I had a dollar for every time one of my patients complained about their doctor or nurse, I would not have to be in school, I could retire. I think Mike Duggan is blowing a lot of smoke tbh about how he feels DMC is the only facility equipped to offer such a guarantee. I have not done any clinical rounds at DMC, only at St. Joe's, Annapolis, Oakwood Dearborn, and Providence and there is no way ANY hospital can pull this off imo. As soon as you start tacking a monetary value on complaints, patients imo will start making them up. How are you going to prove or disprove communication or inadequate service? Sounds like a big cluster fvck waiting to happen. But best of luck if you stay at DMC, I mean that.

Some could be very objective meaurements like time logged when you arrived between when you launched a complaint exceeding alotted time you get a little refund as noted so no patient embellishment needed. And I'm a little dismayed you don't trust the consumer, the ones paying for the service to make a judgement on thier experiance. Just goes to prove the arrogance some in the HC field can have way it's set up.

 

[TraumaRN]

Originally posted by: umbrella39
I don't agree with it as it is too subjective. Doing my clinical rounds, if I had a dollar for every time one of my patients complained about their doctor or nurse, I would not have to be in school, I could retire. I think Mike Duggan is blowing a lot of smoke tbh about how he feels DMC is the only facility equipped to offer such a guarantee. I have not done any clinical rounds at DMC, only at St. Joe's, Annapolis, Oakwood Dearborn, and Providence and there is no way ANY hospital can pull this off imo. As soon as you start tacking a monetary value on complaints, patients imo will start making them up. How are you going to prove or disprove communication or inadequate service? Sounds like a big cluster fvck waiting to happen. But best of luck if you stay at DMC, I mean that.

Well of course he's blowing smoke, but as CEO he does have to plug his employees like that

And that worry about people making up complaints is a valid worry that myself and others have voiced, and i'm waiting to see how things turn out.

Originally posted by: JonBarillari

Originally posted by: DeathBUA

...

Here is a transcript of the e-mail I got from our CEO:

No hospital system would ever trust its employees enough to offer money back to patients who are not completely satisfied with the care they receive.

Until now.

...

Satisfied patients are our only job security. That includes my job.

...

Mike Duggan

I would say: "Healthy patients are your only job security."

Perhaps it is a good idea...

It depends on both your hospital's staff and patients.

As a patient, I would be worried that the doctors and nurses would be more concerned with wether or not I've had a 'pleasurable' hospital experience when they should really be concerned about my health even if it means making my hospital 'experience' less pleasurable to ensure I am more healthy.

For me, as a patient, I would find a different hospital.

Jon

I dont necessarily blame you for feeling that way, but I dont think it'll reach that point, I think the root of all this is that despite the stress of the job you should still be able to be timely with your patients and deliver quality care without an attitude or nastiness, excessive wait times etc. Heck I had a horrible day at the hospital today, between a code blue patient, and patient with an INR or 12.3 who was spontaeously bleeding along with another patient hemorrhaging on and off during the day it was hell, but i still managed to smile and deal with it, once I got home I vented with a cold shower and beating the piss out of a punching bag. I think as a rule and call me overly optimistic but you should NEVER take out bad emotions on a patient. If you can do that you just went a very long way in ensuring a patient had a decent stay.

 

[Zebo]

Originally posted by: Meuge

Originally posted by: Zebo

Originally posted by: Meuge

Originally posted by: Zebo
Controlled release or nurses and other HC specialists into the market has prevented normal market forces from working in the HC industry. I know it's nice to have a guarnteed $65,000 on graduation almost anywhere you want to live but at the same time you are stuck with some serverly incompetent and uncaring nurses making same wage. There is no option for the Administration to offer $40,000 to the nincompoops while lavishing you with $120,000 since the underperfromers will just flee.

If there would be such range, everyone would wind up getting paid $40k. The U.S. is one of the very few countries in the world where doctors make any kind of money. In most other places, one could make just as much with no education at all.

I don't think that a tight control over the number of new graduates is responsible for the horrible care provided by some people. I think THEY are responsible, and should be HELD responsible... but please don't ruin the well-earned salaries for the rest of us.

Right because the best CS majors working as programmers don't make millions while thier less competant peers are stuck with system admin jobs in the 40 range? As far as foreign countries you are misinformed. Unless you mean Bolivia, Europes Doctors all make above $100,000.

How can somethng be "well earned" not subject to the free market? I'm not saying someone in the HC industry did'nt earn thier slot with a 3.8+ needed to attended even the worst medical school. I'm saying the slots themselves are regulated and minimized by powerful sanctioning boards like AMA to keep salaries high and "unionized" if you will. http://www.mises.org/story/1547

It is difficult for me to be rational in this regard. For one, I have a personal stake in this - which is going to be 12+ years of my life. Also, before we emigrated from Russia, I remember my father as a doctor making about 1/2 of what a factory worker did. The problem is that when you let laymen run medicine, this is what happens. The drive is always to pay HC staff less, because the perception is that this is where the savings are... when in fact the administrative costs are far larger (not to mention the insanity that the insurance companies have turned US HC into).

I don't disagree with you Meuge. But HC professionals are not part of the free market no matter how much gloss you want to put to it. They are highly regualted but in the exact opposite direction as Russia was.

And the problem with that is people are going to draw attention to it and calls to slice will be coming. I have no doubt with rigours of a medical degree the salaries will always be high as they should be since limited nummbers can finish such a curricula but maybe they, AMA and such, are making situation worse with thier caps?

 

[umbrella39]

Originally posted by: Zebo

Originally posted by: umbrella39
I don't agree with it as it is too subjective. Doing my clinical rounds, if I had a dollar for every time one of my patients complained about their doctor or nurse, I would not have to be in school, I could retire. I think Mike Duggan is blowing a lot of smoke tbh about how he feels DMC is the only facility equipped to offer such a guarantee. I have not done any clinical rounds at DMC, only at St. Joe's, Annapolis, Oakwood Dearborn, and Providence and there is no way ANY hospital can pull this off imo. As soon as you start tacking a monetary value on complaints, patients imo will start making them up. How are you going to prove or disprove communication or inadequate service? Sounds like a big cluster fvck waiting to happen. But best of luck if you stay at DMC, I mean that.

Some could be very objective meaurements like time logged when you arrived between when you launched a complaint exceeding alotted time you get a little refund as noted so no patient embellishment needed. And I'm a little dismayed you don't trust the consumer, the ones paying for the service to make a judgement on thier experiance. Just goes to prove the arrogance some in the HC field can have way it's set up.

I have no quarrel with time expected service in the ER (as long as a hospital is willing to staff enough clinicians to handle this expectation). But as for my cynicism regarding patients, it stems from doing rounds and watching things get complained about that never actually happened time and time again. It happens every day. Please remember that many people in a hospital setting are not well, that includes not thinking very clearly in many circumstances whether it be to due to their condition, their age, or the drugs they are on. I don't care to be held responsible for these patients inability to separate fact from fiction. Would you? Granted, many complaints are deserved and warranted, but as someone else mentioned in this thread, it is going to cost money and man-hours to dig to the bottom of every complaint, and I can just see the hospital (DMC in this case) cutting pay or staff to offset the addition expenses. That is NOT what the patient needs, the patient needs qualified, caring professionals to simply do the job they are being paid for and not just going through the rounds (no pun intended). Your assumed arrogance on my part is duly noted and summarily dismissed.

 

[TraumaRN]

Originally posted by: umbrella39

Originally posted by: Zebo

Originally posted by: umbrella39
I don't agree with it as it is too subjective. Doing my clinical rounds, if I had a dollar for every time one of my patients complained about their doctor or nurse, I would not have to be in school, I could retire. I think Mike Duggan is blowing a lot of smoke tbh about how he feels DMC is the only facility equipped to offer such a guarantee. I have not done any clinical rounds at DMC, only at St. Joe's, Annapolis, Oakwood Dearborn, and Providence and there is no way ANY hospital can pull this off imo. As soon as you start tacking a monetary value on complaints, patients imo will start making them up. How are you going to prove or disprove communication or inadequate service? Sounds like a big cluster fvck waiting to happen. But best of luck if you stay at DMC, I mean that.

Some could be very objective meaurements like time logged when you arrived between when you launched a complaint exceeding alotted time you get a little refund as noted so no patient embellishment needed. And I'm a little dismayed you don't trust the consumer, the ones paying for the service to make a judgement on thier experiance. Just goes to prove the arrogance some in the HC field can have way it's set up.

I have no quarrel with time expected service in the ER (as long as a hospital is willing to staff enough clinicians to handle this expectation). But as for my cynicism regarding patients, it stems from doing rounds and watching things get complained about that never actually happened time and time again. It happens every day. Please remember that many people in a hospital setting are not well, that includes not thinking very clearly in many circumstances whether it be to due to their condition, their age, or the drugs they are on. I don't care to be held responsible for these patients inability to separate fact from fiction. Would you? Granted, many complaints are deserved and warranted, but as someone else mentioned in this thread, it is going to cost money and man-hours to dig to the bottom of every complaint, and I can just see the hospital (DMC in this case) cutting pay or staff to offset the addition expenses. That is NOT what the patient needs, the patient needs qualified, caring professionals to simply do the job they are being paid for and not just going through the rounds (no pun intended). Your assumed arrogance on my part is duly noted and summarily dismissed.

Which is probably why they are implementing electronic medical records at all the DMC hospitals. Thats a HUGE cost saver. I heard that we'd be saving 500,000-1 million on printing costs alone....but thats a whole different topic

 

[JonBarillari]

Originally posted by: DeathBUA

...

Originally posted by: JonBarillari

Originally posted by: DeathBUA

...

Here is a transcript of the e-mail I got from our CEO:

No hospital system would ever trust its employees enough to offer money back to patients who are not completely satisfied with the care they receive.

Until now.

...

Satisfied patients are our only job security. That includes my job.

...

Mike Duggan

I would say: "Healthy patients are your only job security."

Perhaps it is a good idea...

It depends on both your hospital's staff and patients.

As a patient, I would be worried that the doctors and nurses would be more concerned with wether or not I've had a 'pleasurable' hospital experience when they should really be concerned about my health even if it means making my hospital 'experience' less pleasurable to ensure I am more healthy.

For me, as a patient, I would find a different hospital.

Jon

I dont necessarily blame you for feeling that way, but I dont think it'll reach that point, I think the root of all this is that despite the stress of the job you should still be able to be timely with your patients and deliver quality care without an attitude or nastiness, excessive wait times etc. Heck I had a horrible day at the hospital today, between a code blue patient, and patient with an INR or 12.3 who was spontaeously bleeding along with another patient hemorrhaging on and off during the day it was hell, but i still managed to smile and deal with it, once I got home I vented with a cold shower and beating the piss out of a punching bag. I think as a rule and call me overly optimistic but you should NEVER take out bad emotions on a patient. If you can do that you just went a very long way in ensuring a patient had a decent stay.

I agree with the sentence I bolded just above; However, the bolded and italisized (sp?) part is not a necessity IMO (patients need to be understanding of their demands on HC workers too and can go a long way to make things easier for the HC professionals to help the patients), however it is very nice to have.

As I said, I think it depends on the patients and the staff... that said, I have no better solution; So if I was the CEO, I would be tempted to give it a try.

All the best for this initiative!

Jon

 

[umbrella39]

Originally posted by: DeathBUA

Originally posted by: umbrella39

Originally posted by: Zebo

Originally posted by: umbrella39
I don't agree with it as it is too subjective. Doing my clinical rounds, if I had a dollar for every time one of my patients complained about their doctor or nurse, I would not have to be in school, I could retire. I think Mike Duggan is blowing a lot of smoke tbh about how he feels DMC is the only facility equipped to offer such a guarantee. I have not done any clinical rounds at DMC, only at St. Joe's, Annapolis, Oakwood Dearborn, and Providence and there is no way ANY hospital can pull this off imo. As soon as you start tacking a monetary value on complaints, patients imo will start making them up. How are you going to prove or disprove communication or inadequate service? Sounds like a big cluster fvck waiting to happen. But best of luck if you stay at DMC, I mean that.

Some could be very objective meaurements like time logged when you arrived between when you launched a complaint exceeding alotted time you get a little refund as noted so no patient embellishment needed. And I'm a little dismayed you don't trust the consumer, the ones paying for the service to make a judgement on thier experiance. Just goes to prove the arrogance some in the HC field can have way it's set up.

I have no quarrel with time expected service in the ER (as long as a hospital is willing to staff enough clinicians to handle this expectation). But as for my cynicism regarding patients, it stems from doing rounds and watching things get complained about that never actually happened time and time again. It happens every day. Please remember that many people in a hospital setting are not well, that includes not thinking very clearly in many circumstances whether it be to due to their condition, their age, or the drugs they are on. I don't care to be held responsible for these patients inability to separate fact from fiction. Would you? Granted, many complaints are deserved and warranted, but as someone else mentioned in this thread, it is going to cost money and man-hours to dig to the bottom of every complaint, and I can just see the hospital (DMC in this case) cutting pay or staff to offset the addition expenses. That is NOT what the patient needs, the patient needs qualified, caring professionals to simply do the job they are being paid for and not just going through the rounds (no pun intended). Your assumed arrogance on my part is duly noted and summarily dismissed.

Which is probably why they are implementing electronic medical records at all the DMC hospitals. Thats a HUGE cost saver. I heard that we'd be saving 500,000-1 million on printing costs alone....but thats a whole different topic

That is a huge cost savings that will pay for itself quickly. Heck, simply using the computers to do charting is saving Annapolis a ton. I prefer that BIG TIME over the old hand charting and endless paper chasing. BTW, I forget, this is your 2nd year right? You are done this week? Still have 12 months to go here, despite the having to open-suction intubated patients, I am LOVING Respiratory Therapy. With all the baby boomers getting up there in years, there is a never ending source of patients to keep me gainfully employed for a long, long time. Beats the ****** out of worrying about my job getting outsourced or loosing my health care benefits

 

[TraumaRN]

Originally posted by: umbrella39

Originally posted by: DeathBUA

Originally posted by: umbrella39

Originally posted by: Zebo

Originally posted by: umbrella39
I don't agree with it as it is too subjective. Doing my clinical rounds, if I had a dollar for every time one of my patients complained about their doctor or nurse, I would not have to be in school, I could retire. I think Mike Duggan is blowing a lot of smoke tbh about how he feels DMC is the only facility equipped to offer such a guarantee. I have not done any clinical rounds at DMC, only at St. Joe's, Annapolis, Oakwood Dearborn, and Providence and there is no way ANY hospital can pull this off imo. As soon as you start tacking a monetary value on complaints, patients imo will start making them up. How are you going to prove or disprove communication or inadequate service? Sounds like a big cluster fvck waiting to happen. But best of luck if you stay at DMC, I mean that.

Some could be very objective meaurements like time logged when you arrived between when you launched a complaint exceeding alotted time you get a little refund as noted so no patient embellishment needed. And I'm a little dismayed you don't trust the consumer, the ones paying for the service to make a judgement on thier experiance. Just goes to prove the arrogance some in the HC field can have way it's set up.

I have no quarrel with time expected service in the ER (as long as a hospital is willing to staff enough clinicians to handle this expectation). But as for my cynicism regarding patients, it stems from doing rounds and watching things get complained about that never actually happened time and time again. It happens every day. Please remember that many people in a hospital setting are not well, that includes not thinking very clearly in many circumstances whether it be to due to their condition, their age, or the drugs they are on. I don't care to be held responsible for these patients inability to separate fact from fiction. Would you? Granted, many complaints are deserved and warranted, but as someone else mentioned in this thread, it is going to cost money and man-hours to dig to the bottom of every complaint, and I can just see the hospital (DMC in this case) cutting pay or staff to offset the addition expenses. That is NOT what the patient needs, the patient needs qualified, caring professionals to simply do the job they are being paid for and not just going through the rounds (no pun intended). Your assumed arrogance on my part is duly noted and summarily dismissed.

Which is probably why they are implementing electronic medical records at all the DMC hospitals. Thats a HUGE cost saver. I heard that we'd be saving 500,000-1 million on printing costs alone....but thats a whole different topic

That is a huge cost savings that will pay for itself quickly. Heck, simply using the computers to do charting is saving Annapolis a ton. I prefer that BIG TIME over the old hand charting and endless paper chasing. BTW, I forget, this is your 2nd year right? You are done this week? Still have 12 months to go here, despite the having to open-suction intubated patients, I am LOVING Respiratory Therapy. With all the baby boomers getting up there in years, there is a never ending source of patients to keep me gainfully employed for a long, long time. Beats the ****** out of worrying about my job getting outsourced or loosing my health care benefits

I'll be done with nursing school in 2 more semesters....woohoo for my bachelors! And I work as a 'student nurse' but that is essentially a full time/parttime position not in anyway related to my school. hehe I hate suctioning sometimes, we had a recent trach patient come back to the hospital with pnemonia from not taking care of his trach site, between my other crazy patient issues today, me, the nurse or the RRT had to deep suction this dude every 30mins-hour because he was making that much junk. Not to mention his roommate lost about 3-4units of blood in the course of my 12 hour shift. Gotta love Detroit Receiving!

 

[umbrella39]

Originally posted by: DeathBUA

I'll be done with nursing school in 2 more semesters....woohoo for my bachelors! And I work as a 'student nurse' but that is essentially a full time/parttime position not in anyway related to my school. hehe I hate suctioning sometimes, we had a recent trach patient come back to the hospital with pnemonia from not taking care of his trach site, between my other crazy patient issues today, me, the nurse or the RRT had to deep suction this dude every 30mins-hour because he was making that much junk. Not to mention his roommate lost about 3-4units of blood in the course of my 12 hour shift. Gotta love Detroit Receiving![/quote]

Oh pseudomonas is my friend Every couple of weeks there seems to be at least one patient (usually a man for some odd reason) who likes to stick their dirty fingers over their trach so they can talk. You try and explain to them that is only going to introduce a world of bacteria into their lungs but they never listen until the green ooze is pouring out onto their chest. As long as it is not a TB patient, I can live with mucus There is nothing worse than dealing with a patient for a few day before someone finally realizes they have TB.