The Customer is NEVER Right - A Nurse Practitioner's Perspective
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After 240 hours no complaints!

As mentioned, I worked twenty consecutive twelve hour shifts, that is 240 hours, without hearing about a single patient complaint. Let me clear that up, not that patients did not complain but instead that I did not hear from administrators that patients had complained. Not possible. How did that happen at a facility where signage requesting patient feedback reads, “If you have complaints or something positive to say about our hospital staff contact the patient advocate.”  A sign that was omnipresent throughout the hospital and how appropriate that “complaint” was listed first and “something positive” seemed to be an afterthought.
What about the patient advocate I never gave “a heads up to”? I know patients must have complained. At least a number of them left the room disappointed for whatever reason. In one occasion there were three consecutive unsatisfied patient. On a different shift the spouse asked if I was Mexican after his spouse walked out the room where I was seeing them. And there were others. I am not boasting about it. I am really curious how did that happen? Again, I am not saying patient complaints were not filed. I am asking why I did not hear about one? Just a thought.

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