Estrella, Bien G.

IV-B
Group 3
Telemetry Unit
Assignment 1:Customer Service

1. Give 2 examples of old standards in Nursing which are also related to customer service?
The best quality care is everyones business; especially in the field of nursing care. It requires
good skills in and beyond bedside. Nurses must demonstrate behaviors which are consistent
with high standards of care and compassion. I think the five standards relating to: respect,
attitude, behavior, communication and privacy clearly state what people can expect from the
health and social care service.

Under respect, this can be demonstrated by: respect for culture and race, respect for decisions
made by the client, respect for the individual is utmostly valued, by treating each one of them
uniquely. Under attitude, this is demonstrated by the correct use of therapeutic communication
skills to the patient. Being professional, polite and courteous, open to feedbacks, respecting
their personal space, and patients being called by their preferred name are also ways to achieve
great customer service. Also, privacy affects customer service by protecting their dignity and
privacy and confidentiality regarding their personal information, thus treating them with respect
and consideration.
Source: http://www.dhsspsni.gov.uk/improving_the_patient_and_client_experience.pdf
2. As a nurse manager, how can you improve your patients customer-service-experience from your
staff? (Cite articles for this.)
As a Telemetry unit Nurse Manager, to improve the customer service experience of the
patient/s, my staff in the area should be skilled enough to handle equipments used in monitoring the
patient and interpreting them; but also adjunct to this is also having good interpersonal skills. Im
focusing more on the interpersonal skills part, because I believe that having good communication skills is
a great key to improve customer service. I might propose a seminar to my staff nurses regarding
effective communication skills, focusing on the needs of patients and their families, and ready to ease
their concerns. Telemetry nurses need to be able to communicate with patients regarding their

condition, and therefore should have good interpersonal skills. They may also be responsible for
educating patients and their families on healthy diet and exercise, disease prevention and lifestyle
changes that are needed once a patient leaves the hospital.

Source: Knapp, H. (2015). Therapeutic Communication: Developing Personal Skills (2nd ed., pp. 110-114).
Los Angeles: SAGE Publications.