Profits over people - Anonymous employee UPMC Employee Review

Passive aggressive micromanaging from senior leadership down. The only thing that matters is "patient experience" related to HCAHPS scores. They expect their healthcare professionals to be customer service representatives and treat patients like customers. Standards of care are often not followed because the focus is on "customer service." Leaders have no time to address anything but nurse leader rounding and validations of staff doing customer service tasks. They tried to word it that it equates to good patient care, but it does not. And the bedside staff know it because they are trained medical professionals.