What kind of pabulum-puking managerial bullsh#t is this? Document...yeah, right. Ya know what? The first poster is right; nursing is WRONG no matter what.
I have spent time responding intelligently to absurd on pt complaints. The vast majority of my (legal) incident reports are thrown away...ahem....I mean..."on someone's desk somewhere." (Good thing I have my own copies, huh?) For the last complaint of "I waited 8 hrs in the ER and no one did anything for me!" I wrote a 10 page discourse complete with numerous pages of *well* documented, corresponding times from various independant sources/departments/computer log of when I did X, Y, and Z (the pt. spent a grand total of less than 3-4 hrs in ER). This complaint has been packed away into my personnel file (complete with my response) as well as the hospital's response telling the pt how they were *so* right and I was *so* wrong and being "repremanded" for it. HUH?!?!
Has anyone heard of Pavlov's dogs? How about enabling? This crap will stop when we all make a stand (from management down). These people are in OUR house, OUR playground, and need to play by OUR rules. I certainly don't go into, say, my accountant's office and tell him he's a "piece of sh#t" and "worthless" and every other word/phrase we are all subject to on a daily basis. And what would he do if I did? Kick me out and tell me to get a new accountant, that's what! It's like the waiting room patient who throws himself on the floor screaming he's having "chest pains" just because he wants to be seen sooner (and not wait his turn). What happens next after this high-drama, my friends? You guessed it...everyone in the waiting room starts throwing themselves on the floor screaming some kind of bullsh#t complaint just so they can be seen sooner than anyone else. (A good experienced Triage Nurse cuts thru all this kind of crap. When people realize that the soap-opera mentality does not work, they go back to sitting (if they are truely sick) or go home (if they just came to the ER for the show of the nite.) As a side note, always remember - be wary of those patients and families who are "too" quiet...they are truely the sickest and need to be paid close attention to.
We are all professionals and should be treated as such. To accept childish, rude, and demeaning behavior from our patients should NOT be tolerated under ANY circumstances. Patients should be told this flat out when they "act up". Remember those bullies in grade/high school? When did they back off? When you picked up your skirt and grabbed your balls...you stood up for yourself.
Try it. The complaints will stop. They have for me.