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Wendy Erickson RN
Service Recovery for Multiple IV attempts

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!

lynncrni
I am not sure of what you
I am not sure of what you mean by "service recovery". If therapy is to last for more than one week, a peripheral catheter is not the catheter of choice, so they should be evaluated for a PICC. Is that the type of things you are looking for? Lynn

Lynn Hadaway, M.Ed., 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
No, what I mean is do you do

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

lynncrni
Thanks for the
Thanks for the clarification. I have been on the receiving end of these things for waiting long periods and also know of others that have as well. But I have never heard of or know of any place that is doing anything for multiple attempts at venipuncture. Instead of small token gifts, my strong opinion is that the hospital should be providing these services by nurses with the level of skill required. And, again my opinion, this that this is from a full-service 24/7 IV team. Sorry for my soapbox! Lynn

Lynn Hadaway, M.Ed., 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
I agree totally, Lynn.  We
I agree totally, Lynn.  We do have PICC nurses here 24/7 who also do difficult IV starts, but you and I both know that multiple attempts do occur despite the skill of the inserter.  We wish that wasn't the case, but it is.  The very best IV starter does not insert 100% of the time on first attempt.  If there is such a person, I will bow down at their feet!  Ha!  Thanks - Wendy

Wendy Erickson RN
Eau Claire WI

cathie
no we don't do that
no we don't do that
rivka livni
Are you guys talking about

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
We DO use the ultrasound. 
We DO use the ultrasound.  I don't think I need to respond any more about this - my question was not about eliminating multiple pokes, it was about whether anyone does any type of service recovery.  And it doesn't sound like anyone does.  So no further replies need to be made to this thread.  Thanks.

Wendy Erickson RN
Eau Claire WI

Dianne Sim RN VA-BC
 I understand your

 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.

nstenhouse
Wendy, Our institution does

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
Thanks much - yes, this is
Thanks much - yes, this is what I was looking for.

Wendy Erickson RN
Eau Claire WI

lynncrni
Great idea, but this
Great idea, but this situation seems a little different. The PICC was ordered but there was a breakdown in communication to the people who insert, this the repeated PIV attempts. This seems different from other situations where there is not PICC ordered. So was the gift due to the communication error or the multiple sticks? Lynn

Lynn Hadaway, M.Ed., NPD-BC, CRNI

Lynn Hadaway Associates, Inc.

PO Box 10

Milner, GA 30257

Website http://www.hadawayassociates.com

Office Phone 770-358-7861

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