Has anyone else, upon first introduction to a new pt, had them say, "Just thought I'd tell ya, I'm one of those people who fill out patient satisfaction surveys you guys send us when we get discharged..and when my mom was here...blah blah..there was this nurse...blah blah(OK, I get it, "would you like your pillow fluffed? May I get you some more warm blankets?)

There are always those. I usually keep it neutral and say something like, "Well we all look forward to hearing your feedback."

I'd have to will my eyeballs not to roll, and I'd probably yank my name badge closer to him and ask if he wants to write my name down right now.

In my fantasy world ... I'd ask him if he's always been passive-aggressive.

Can you say, "manipulation"? I am very upfront with my pts on my initial rounds, and am even more so with this type. I give a run down for how the night will flow. And, I acknowledge that many concerns are caused by expectations that aren't met or that are unrealistic. SO I get that straight right out of the gate.

Most of the time, it works. But there are always those few...

I'd also have to will myself not to do the (admittedly disrespectful) teeny violin gesture ...

:vlin:

Oh yes. There are always the ones who let you know they won't be happy with any nursing services in advance!

I just smile and say that is your perfect right under our hospital system to complete surveys, make complaints, etc but I always tell patients tell ME your complaint first as your nurse and RN, and I will do what I can to sort it out. Many times I find patients stew about something that can be resolved, but don't tell you! It's like 'Well if I don't know I can't help!'

At least they're giving you a heads up!! hee hee

I hate when patients do that. I give great patient care, and i go above and beyond in my practice. I dont need to be told that, in order to give great nursing care. I had to take care of the Sheriff of my town. Everyone was scared, and on eggshells. He is human, like everyone else. He will recieve the same kind of care that every one of my patients recieve, and that's great care. I don't care if you are homeless, an addict, or the administrator of the hospital, I will do my best to give them the best care, and get them well.

My response would be to have the most straight emotionless face possible, look them straight in the eyes, give a nod, and say "ok"

yes, ive done exactly this.

I try to come to some common ground with these types of patients. I will say, "Oh that's great! I am a letter writer too! I write letters when I get outstanding service at a restaurant or at a hotel. I think it is important for people to be recognized for hard work. And if something should be changed, I include that in my letter. I am glad that you are filling out the survey. Please let me know if you encounter something that you have concerns with and I will take care of it." That will usually disarm them and it will make them feel a bit more relaxed. But then there are always those that just complain because they love misery...