Re: Patient Care v. Customer Service (WAS: RN to paramedic)

[Guest guest]

I don't care what their bedside manner is, I just want them to be good at their

job (or failing that, do what I tell them to.)

In real life, there are a lot of providers that think malpractice is the same as

practice, but are never going to get called on it because they're great people

and their patients love them. Meanwhile, good people get sued over bad outcomes

all the time (with a presumption of guilt due to that bad outcome.)

Austin

> Ah but Austin in a true life and death situation if I or my loved one

> is the Patient I'd prefer a skilled Provider who was a complete horses

> ass as far as thier bedside manner was concetened over a great giver

> of customer service.

>

> I know several trauma docs in the above catagory.

>

> The reverses of course can be true. I'd love to have a beer with the

> President but I really don't like his politics.

>

> Louis N. Molino, Sr. CET

> FF/NREMT/FSI/EMSI

> Typed by my fingers on my iPhone.

> Please excuse any typos.

> (Cell)

> LNMolino@...

>

> On Jul 21, 2010, at 12:24, A Austin abaustin+yahoogroups@...>

> wrote:

>

>>

>> I think you're confusing patient care and customer service,

>> though.While someone with poor customer service skills will not be

>> delivering GREAT patient care (since patient satisfaction is one of

>> the major metrics for great care) but it is possible that he is

>> delivering appropriate or even above average patient care.

>>

>> A classic fictional example would be " House, " which is a stereotype

>> that's held itself over multiple industries in my experience. I've

>> often run into brilliant pricks who were excellent at their jobs.

>> They'd be BETTER if they weren't complete ______ but they're still

>> doing a superior job (not the best, but superior to most.)

>>

>> Obviously, that isn't a topic I'd be offering to new students ( " you

>> can be a prick if you're really, really good " ) since the ones that

>> are likely to display that behavior already know (and you don't want

>> to introduce that behavior to others.) However closely they may be

>> linked, you can't say patient care and customer service aren't two

>> different animals.

>>

>> Austin

>>

>>

>>

>>

>>> We all do different things in service (hopefully) of the patient.

>>> True,

>>> many patients must have immediate emergency care that only EMS is

>>> equipped to provide. But how many of these critical patients would

>>> survive if we never took them anywhere? Is emergency care enough?

>>> Of

>>> course not. And everyone can't do everything, that's why we have

>>> different fields within the healthcare professions. To criticize

>>> chronic care professionals for not having as high degree of emergency

>>> skills as we have doesn't make sense. Like criticizing the heart

>>> because it's not filtering blood as good as the liver!

>>>

>>> But we all need to do a better job of working with our patients, what

>>> used to be called " bedside manner " . They are people, not walking

>>> bags

>>> of signs and symptoms. When I was a paramedic student, the best

>>> compliment I got wasn't for great IV placement or any technical

>>> skill.

>>> I overheard a nurse in the ER telling another nurse " He's so KIND

>>> to his

>>> patients " . And ever since, I've tried to remember how important

>>> that is

>>> (and maybe not so common among students if she felt the need to

>>> comment

>>> on it, because I wasn't doing anything extraordinary).

>>>

>>> Sorry to ramble, but this is something of a hot button for me (and

>>> any

>>> of you who were my students have heard this lecture before!)

>>>

>>> Steve

>>>

>>> McGee wrote:

>>>> Thank you Barry, I completely agree with you. My wife is an LVN

>>>> as well, never in EMS, and is wonderful in her choosen field. Her

>>>> compassion and nursing skills have made her a great nurse and a

>>>> respected member of her facility, but she will be the first to

>>>> state that she was not trained to deal with most emergency

>>>> situations that are common place daily in EMS. Although she can

>>>> tend to chronic conditions and has the ability to make patients

>>>> feel at ease, she would be lost in the back of an ambulance in a

>>>> true emergency. I both admire and respect her and what she does,

>>>> not just because she is my wife, but because of what she does.

>>>> Thank God for all of us involved in healthcare, there is a place

>>>> for us all.

>>>>

>>>>

>>>>

>>>>

>>>>

>>>>

>>>>

>>>>

>>>>

>>>>

>>>>

>>>>

>>>>

>>>>

>>>>

>>>>

>>>>

>>>>

>>>>

>>>>

>>>>

>>>>

>>>>

>>>> McGee, EMT-P, EMT-T

>>>>

>>>>

>>>>

>>>>

>>>>

>>>> From: rob.davis@...

>>>>

>>>> rob.davis@...

>>>> >

>>>> Subject: Re: RN to paramedic

>>>> To: texasems-l

>>>> Date: Monday, July 19, 2010, 6:12 PM

>>>>

>>>> On Monday, July 19, 2010 15:15, T68b@...

>>>> said:

>>>>

>>>>

>>>>> You don't think it'd be a huge disservice to the patient allowing a

>>>>>

>>>> nurse

>>>>

>>>>> who challenged and passed an exam to be allowed to then be a field

>>>>> paramedic?

>>>>>

>>>>

>>>> No, but we currently do a huge disservice to our patients and our

>>>> profession by allowing people who complete the pitifully inadequate

>>>> minimum requirements for paramedic registry.

>>>>

>>>> Rob

>>>>

>>>>

[Guest guest]

I have been on both sides of many fences. 9-1-1 Provider, acute 9-1-1

Patient, and same as an in Patient and as an acute Patient my only

care was did whomever treat my condition corectly. As an in Patient

the Customer Service stuff ranked much higher.

Louis N. Molino, Sr. CET

FF/NREMT/FSI/EMSI

Typed by my fingers on my iPhone.

Please excuse any typos.

(Cell)

LNMolino@...

On Jul 21, 2010, at 12:47, A Austin abaustin+yahoogroups@...>

wrote:

>

> I don't care what their bedside manner is, I just want them to be

> good at their job (or failing that, do what I tell them to.)

>

> In real life, there are a lot of providers that think malpractice is

> the same as practice, but are never going to get called on it

> because they're great people and their patients love them.

> Meanwhile, good people get sued over bad outcomes all the time (with

> a presumption of guilt due to that bad outcome.)

>

> Austin

>

>

>

>

>

>> Ah but Austin in a true life and death situation if I or my loved one

>> is the Patient I'd prefer a skilled Provider who was a complete

>> horses

>> ass as far as thier bedside manner was concetened over a great giver

>> of customer service.

>>

>> I know several trauma docs in the above catagory.

>>

>> The reverses of course can be true. I'd love to have a beer with the

>> President but I really don't like his politics.

>>

>> Louis N. Molino, Sr. CET

>> FF/NREMT/FSI/EMSI

>> Typed by my fingers on my iPhone.

>> Please excuse any typos.

>> (Cell)

>> LNMolino@...

>>

>> On Jul 21, 2010, at 12:24, A Austin abaustin+yahoogroups@...>

>> wrote:

>>

>>>

>>> I think you're confusing patient care and customer service,

>>> though.While someone with poor customer service skills will not be

>>> delivering GREAT patient care (since patient satisfaction is one of

>>> the major metrics for great care) but it is possible that he is

>>> delivering appropriate or even above average patient care.

>>>

>>> A classic fictional example would be " House, " which is a stereotype

>>> that's held itself over multiple industries in my experience. I've

>>> often run into brilliant pricks who were excellent at their jobs.

>>> They'd be BETTER if they weren't complete ______ but they're still

>>> doing a superior job (not the best, but superior to most.)

>>>

>>> Obviously, that isn't a topic I'd be offering to new students ( " you

>>> can be a prick if you're really, really good " ) since the ones that

>>> are likely to display that behavior already know (and you don't want

>>> to introduce that behavior to others.) However closely they may be

>>> linked, you can't say patient care and customer service aren't two

>>> different animals.

>>>

>>> Austin

>>>

>>>

>>>

>>>

>>>> We all do different things in service (hopefully) of the patient.

>>>> True,

>>>> many patients must have immediate emergency care that only EMS is

>>>> equipped to provide. But how many of these critical patients would

>>>> survive if we never took them anywhere? Is emergency care enough?

>>>> Of

>>>> course not. And everyone can't do everything, that's why we have

>>>> different fields within the healthcare professions. To criticize

>>>> chronic care professionals for not having as high degree of

>>>> emergency

>>>> skills as we have doesn't make sense. Like criticizing the heart

>>>> because it's not filtering blood as good as the liver!

>>>>

>>>> But we all need to do a better job of working with our patients,

>>>> what

>>>> used to be called " bedside manner " . They are people, not walking

>>>> bags

>>>> of signs and symptoms. When I was a paramedic student, the best

>>>> compliment I got wasn't for great IV placement or any technical

>>>> skill.

>>>> I overheard a nurse in the ER telling another nurse " He's so KIND

>>>> to his

>>>> patients " . And ever since, I've tried to remember how important

>>>> that is

>>>> (and maybe not so common among students if she felt the need to

>>>> comment

>>>> on it, because I wasn't doing anything extraordinary).

>>>>

>>>> Sorry to ramble, but this is something of a hot button for me (and

>>>> any

>>>> of you who were my students have heard this lecture before!)

>>>>

>>>> Steve

>>>>

>>>> McGee wrote:

>>>>> Thank you Barry, I completely agree with you. My wife is an LVN

>>>>> as well, never in EMS, and is wonderful in her choosen field. Her

>>>>> compassion and nursing skills have made her a great nurse and a

>>>>> respected member of her facility, but she will be the first to

>>>>> state that she was not trained to deal with most emergency

>>>>> situations that are common place daily in EMS. Although she can

>>>>> tend to chronic conditions and has the ability to make patients

>>>>> feel at ease, she would be lost in the back of an ambulance in a

>>>>> true emergency. I both admire and respect her and what she does,

>>>>> not just because she is my wife, but because of what she does.

>>>>> Thank God for all of us involved in healthcare, there is a place

>>>>> for us all.

>>>>>

>>>>>

>>>>>

>>>>>

>>>>>

>>>>>

>>>>>

>>>>>

>>>>>

>>>>>

>>>>>

>>>>>

>>>>>

>>>>>

>>>>>

>>>>>

>>>>>

>>>>>

>>>>>

>>>>>

>>>>>

>>>>>

>>>>>

>>>>> McGee, EMT-P, EMT-T

>>>>>

>>>>>

>>>>>

>>>>>

>>>>>

>>>>> From: rob.davis@...

>>>>>

>>>>> rob.davis@...

>>>>> >

>>>>> Subject: Re: RN to paramedic

>>>>> To: texasems-l

>>>> %40yahoogroups.com>

>>>>> Date: Monday, July 19, 2010, 6:12 PM

>>>>>

>>>>> On Monday, July 19, 2010 15:15, T68b@...

>>>> %40aol.com>

>>>>> said:

>>>>>

>>>>>

>>>>>> You don't think it'd be a huge disservice to the patient

>>>>>> allowing a

>>>>>>

>>>>> nurse

>>>>>

>>>>>> who challenged and passed an exam to be allowed to then be a

>>>>>> field

>>>>>> paramedic?

>>>>>>

>>>>>

>>>>> No, but we currently do a huge disservice to our patients and our

>>>>> profession by allowing people who complete the pitifully

>>>>> inadequate

>>>>> minimum requirements for paramedic registry.

>>>>>

>>>>> Rob

>>>>>

>>>>>