How Would You Handle Pt Anger r/t Wait? - page 4

It happens to all of us. We're in a patient's room, we go out intending to get that pillow, that sleeping med, whatever (it's usually something minor), and as you're passing another patient's room,... Read More

  1. by   Cheyenne RN,BSHS
    One day pt all huffy over minor issue despite my best pillow fluff er service recovery spiel demanded to speak to the person in charge, told em I'd get them ASAP.....walked out the door, got a drink of water, then came back into room "I'm the charge nurse"....they calmed down upon realizing had reached top problem solver on duty.

    :roll

    Been there, done that!
  2. by   Tiwi
    Quote from Fire Wolf
    One day pt all huffy over minor issue despite my best pillow fluff er service recovery spiel demanded to speak to the person in charge, told em I'd get them ASAP.....walked out the door, got a drink of water, then came back into room "I'm the charge nurse"....they calmed down upon realizing had reached top problem solver on duty.

    :roll

    Been there, done that!
    I love it *evil grin*. Oh, if only we could all say that...
  3. by   GardenDove
    Quote from Fire Wolf
    One day pt all huffy over minor issue despite my best pillow fluff er service recovery spiel demanded to speak to the person in charge, told em I'd get them ASAP.....walked out the door, got a drink of water, then came back into room "I'm the charge nurse"....they calmed down upon realizing had reached top problem solver on duty.

    :roll

    Been there, done that!

    That's great!!!! LOL, that's so funny!
  4. by   AshestoBeauty
    Quote from nurturing_angel
    When I worked med-surg, staffing on night shift was at a bare minimum as it is in most med-surg units. When we had a code one night (with 28 pts on the floor, 3 nurses, no aides or unit clerk) somehow a pt had to wait about 20 minutes for a bowl of soup she wanted. She got upset, calling her son in at 2 am because she was being "neglected". He called the surgeon in. The surgeon went berserk, yelling and screaming, threatening to have all of us fired, got all of us wrote up, and ultimately caused one of the nurses to quit and another one of us to transfer to another unit. Nursing administration never backed any of us up that we had more pressing things to deal with at that time. No one ever got an apology for this mess. All over a &$%#@* bowl of soup. This is why no one wants to be a nurse anymore. Where is our support for just doing our job?

    :lol_hitti

    It's for this reason that it's more practical to diffuse a situation rather than to invite them to further complain. My experience with people, nursing or otherwise, is that if they feel ignored, they'll take to the next level until they feel they've been heard and validated. I'm not saying this is right, it's just the way some people are and in nursing we can't get away from it. If you antagonize them more, they go to management and management has a different take on medicine than we nurses have. They're looking at it in terms of dollars and cents. In the post where the surgeon got upset, that's because he's not about to loose a patient (translated-income) because the nurse didn't get soup. Again, I'm not saying it's right but reality is that an empty bed means less money from management's POV. We have their support to the extent that it doesn't interfere with their bottom line--the almighty dollar.
    Ashes
  5. by   dragonflyRN
    I see your point, but new to mgmt.
  6. by   dragonflyRN
    I too, have issues. The MD wanted beds at 0600. I have 4 patients, their needs are first.
  7. by   TracyB,RN
    This thread reminds of the 1st & only time I'd ever lost my temper with a patient. The roommate kept climbing out of bed, trying to pull out PEG tube, foley, IV...lost that about 3 times in night... The roommate is c/o that his water is not cold enough, as 3 of us are struggling to keep Mr.Confused from busting his head open while trying to beat the hell out of us with his grabber. I told the roommate, while tangled up in the mess, that I would get him fresh ice water as soon as I could. Then, here comes a pitcher of water flying across the room. I was like, Did you seriously just throw that pitcher?! He screamed at me to go get the "f-in ice water." I must have looked mad b/c the other 2 nurses with me had that uh-oh look on their face... & then I kinda just snapped & told the roommate... I'll get your "f-in ice water when I am done getting my ass kicked by your 93 yr old roommate & after I clean up that mess you made like a 2 yr old having a temper tantrum, so I don't break my neck slipping on water YOU threw onthe floor while I am TRYING to help your roommate." We were a unit all by ourselves & it was just us 3 nurses on night shift, so no other help available... Ughghg...
    The old guy settled down & FINALLY fell asleep, I cleaned up the water that had been thrown, got the fresh ice water, & PROFUSELY apologized.... Never kissed butt so much, but it needed to be done.
    Anyway, the roommate also apologized, we chatted for awhile since the night was once again peaceful... Turns out, day & evening shift hadn't given him fresh water all day & he thought all we did was sit at the desk sleeping... He ended up giving my name on a patient survey & raved about me... LUCKY ME!!!
  8. by   bethin
    I apologize and state that I had an emergency with another pt. Most are understanding as they see everyone run into a room with a crash cart or they hear the nurses yelling for RT stat, overhead pages, etc. If they get upset over a late pillow then that's sad. It's a hospital, not the Hilton.

    One lady did not understand. She needed an extra pillow when a code was called. After the code, she was the first pt I went to. I explained to her that I had an emergency and I showed up with the pillow. She complained and I flatly told her "this is a hospital, not a five star hotel and spa and you are not the only pt here." That shut her up.
  9. by   nursemaa
    Proactively notifying manager of busy shift/multiple codes, any attempts to diffuse angry patients or just heads up in case problems later reported very helpful for Mgr to have facts at hand in dealing with issue next shift /day.

    Speaking as a manager, this is extemely helpful- then I can visit the patient and try to do some damage control before they go home.

    Every patient thinks their needs are the most important...sigh
    Last edit by nursemaa on Feb 28, '07
  10. by   GardenDove
    Quote from TracyB,RN
    This thread reminds of the 1st & only time I'd ever lost my temper with a patient. The roommate kept climbing out of bed, trying to pull out PEG tube, foley, IV...lost that about 3 times in night... The roommate is c/o that his water is not cold enough, as 3 of us are struggling to keep Mr.Confused from busting his head open while trying to beat the hell out of us with his grabber. I told the roommate, while tangled up in the mess, that I would get him fresh ice water as soon as I could. Then, here comes a pitcher of water flying across the room. I was like, Did you seriously just throw that pitcher?! He screamed at me to go get the "f-in ice water." I must have looked mad b/c the other 2 nurses with me had that uh-oh look on their face... & then I kinda just snapped & told the roommate... I'll get your "f-in ice water when I am done getting my ass kicked by your 93 yr old roommate & after I clean up that mess you made like a 2 yr old having a temper tantrum, so I don't break my neck slipping on water YOU threw onthe floor while I am TRYING to help your roommate." We were a unit all by ourselves & it was just us 3 nurses on night shift, so no other help available... Ughghg...
    The old guy settled down & FINALLY fell asleep, I cleaned up the water that had been thrown, got the fresh ice water, & PROFUSELY apologized.... Never kissed butt so much, but it needed to be done.
    Anyway, the roommate also apologized, we chatted for awhile since the night was once again peaceful... Turns out, day & evening shift hadn't given him fresh water all day & he thought all we did was sit at the desk sleeping... He ended up giving my name on a patient survey & raved about me... LUCKY ME!!!
    That's a great story, I really could visualized the whole thing! LOL

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