Our Customer Service department has asked that I post this question. Does your hospital provide any type of service recovery for patients that had to have multiple sticks to obtain lab samples and/or have an IV started, and if so what?
You don't need to go into all the reasons why there shouldn't have to be multiple pokes - we know and do everything we can to avoid it. But we all know that some patients end up being pin cushions simply because of their lousy vasculature despite the skill of the inserter.
So - do you do any type of service recovery for these patients? Thanks!
Lynn Hadaway, M.Ed., RN, NPD-BC, CRNI
Lynn Hadaway Associates, Inc.
PO Box 10
Milner, GA 30257
Website http://www.hadawayassociates.com
Office Phone 770-358-7861
No, what I mean is do you do anything for the patient to "compensate" for the multiple pokes. Service recovery is what you do to make amends for a real or perceived failure to meet a patient's needs or expectations. For example, we offer meal tickets or movie discount tickets when a patient has had to wait a long time for an appointment or a test. It's just the nice things you do to try and make things better. I want to know if anyone tries to "make amends" when a patient hass been poked a lot of times. And if so, what do you do?
My question really isn't related to who needs an IV or a PICC - I knew I was going to get responses along that line - that's not what I am asking. Thanks,Wendy
Wendy Erickson RN
Eau Claire WI
Lynn Hadaway, M.Ed., RN, NPD-BC, CRNI
Lynn Hadaway Associates, Inc.
PO Box 10
Milner, GA 30257
Website http://www.hadawayassociates.com
Office Phone 770-358-7861
Wendy Erickson RN
Eau Claire WI
Are you guys talking about multiple peripheral sticks (attempting PIV or blood draws) using U/S guide? How can someone miss so many times w/ Ultra Sound guide, and if you are not using U/S may be you should consider it?
Wendy Erickson RN
Eau Claire WI
I understand your question, however I feel the practice of "reimbursing" the patient for pain and suffering sets a worrying precident. It implys that the nurse is unskilled in the process and that a financial apology is being offered. What do you do in the case of a patient with severe vascular damage secondary to diabetes , ESRD, IV drug abuse? Of course, early access assessment programs should be used to help avoid multiple sticks, but you are correct - some patients end up with multiple sticks in the facilitys attempts to limit the cost of the IV therapy ordered. That is the nature of the beast!
Dianne Sim RN
CEO & President,
IV Assist, Inc
Dianne Sim RN, VA-BC, CEO; IV Assist, Inc.
Wendy,
Our institution does have a service recovery program that is activated through management. A card is sent to the gift shop and flowers/hand cream/movie tickets/ ect. can be sent to the patients room. Service recovery can be initiated for any incident such as long waits, miscommunication, a breakdown in procedure. I have intiated a service recovery for a patient who had a PICC order lost in the system and recieved several PIV attempts due to this oversite. Hope this is the info you were looking for.
NStenhouseRN
Wendy Erickson RN
Eau Claire WI
Lynn Hadaway, M.Ed., RN, NPD-BC, CRNI
Lynn Hadaway Associates, Inc.
PO Box 10
Milner, GA 30257
Website http://www.hadawayassociates.com
Office Phone 770-358-7861