Quote from ILWannabeRN
Also, sometimes patients don't ASK nurses for anything...they just complain.
A few weeks ago, management got complaints about 3rd shift (I work 3rd shift) from three different patients about the "lack of quality care" over night. They complained to their physicians, who "indignantly" took it up to the "highest authority" that 'their patients were being ignored'.
Strange - since we were in THEIR rooms MOST of the TIME! We spent more time with the patients who "complained" than with the others on the floor!
Results? Night shift got "chewed out" for being "lax". I'm in the process of making/typing out my notes on what happened that night - because I think it's very unfair that night shift got dumped on - given our absurd staffing.
I'm not afraid of working hard - my undershirt was SOAKED that night from sweat - not because it was hot, but because I was running around so much (Irony: a couple of the "complainers" commented about it too!)
But I resent being manipulated and I really resent being treated unfair!
Point being: Just because a patient (or a family member) makes a complaint, it might not always be "legit". I'm not saying "defend a nurse, any nurse, to the death; no matter what".... nurses are human after all and even the best of us make mistakes. I'm saying "before you pass judgement, try to get both sides of the story".