Patient complaints - page 3

I am not sure if this is unusal but it seems that in the hospital I work at I have had more patient complaints then I ever had before. The latest was a person who complained of SOB, tingling and a... Read More

  1. by   banditrn
    Quote from miko014
    Where I work, there are usually 3 techs on the unit, but there are 2 separate wings that are separated by a little lobby area and the elevators. That means that someone has to be "split" between the two sides, and you can bet that that person is never on the side where they are needed. It's not their fault, it's just that they can't be in 2 places at once. I know, they used to ALWAYS put me on the split when I was a tech. Anyway, one day (when I was a tech), I had been stuck on one side for most of the morning. I finally went over the other side to a pt who didn't need complete care, but she wanted it. All she did the entire time that I was bathing her, powdering her, washing her hair (yes, I did!) and basically catering to her every whim, she was berating me. She was saying things like "the help around here is terrible, you people don't even deserve to have jobs", and "this is the worst service I have ever had, how dare you wait so long to take care of me?" (it was probably about 10:30am), etc. I was almost in tears, and I am not a crier at all. But do you know what I did? I let it go! I would NEVER do that now! I would (and have) put people in their place, but I guess I was too meek back then or something. I didn't even tell my boss, and I know for darn sure that she would not allow that kind of behavior. You just can't make some people happy, but that is no reason that you should be fearing for your license or your finances. It's a...I think the term is "stinging injustice" to have people who have no idea what we actually do treat us as their slaves.
    miko - I believe in charting behaviors like that, and that would have rated an entry in the nurses notes about the patient berating the staff during cares - then I would have kindly talked to her, and explained how MANY patients we all had to care for. I will not let patients or residents treats the Aides I work with like that.
  2. by   Gromit
    In my opinion, usually when patients start acting like that, I figure they are "too well for OUR floor" and should be moved or discharged
    We have a term we use (amongst ourselves, and out of earshot) for demanding, whining patients, but its not very politically correct, and well, not really suitable (not dirty, just not very suitable for these boards).
  3. by   nurse10000
    Quote from augigi
    Make sure you document your actions and recollections in case you need it later. In most pt complaints, the hospital will back themselves. Sounds like you did fine. I would talk to my nurse manager and ask what their concerns are and what you can do, if anything, to allay them. Maybe they just have a problem with you?
    Please document this. You never know if it'll come back and bite you.
    Your nurse manager will support you.

    But like augigigiigi, sounds like you did fine. I did get in trouble big time once, and learned to document fast and accurately.

    nurse1000
    Last edit by sirI on Nov 30, '06 : Reason: remove weblink
  4. by   purplemania
    EMT's can be real smart mouths sometimes so blow off what that one said. The comment is a sign of ignorance (of how to be CARING, for one thing. A remark like that makes the whole facility look bad).

    I too recommend you talk to manager. But don't be defensive. State you have the impression ---- whatever. Don't say I get the feeling you are picking on me or nobody likes me. That is unprofessional. Try to get to the bottom of it early and let the manager know you are open for advice. Good luck!!
  5. by   Sheri257
    Quote from TriageRN_34
    Oh yeah...and that whole call bell thing and complaints...I never tell a patient that I have other pts or I was working on a serious probelm...that makes many of them feel they aren't important to the nurses, and we all know that patients do feel they are the only patient...so I simply say...

    "I was unavoidingly detained, my appologies for your wait...".
    But we DO have other patients, and this is what drives me insane.

    I spent practically the entire morning on this one patient who was riding the call light like crazy. If that doesn't make her feel important, I don't know what will.

    But in the afternoon I had one patient go brady and another who's blood sugar skyrocketed to 480.

    Yet ... there she is riding the call light because she can't remember I just gave her the pain med 10 minutes ago when another pain med isn't due for two hours. I don't know how many times I explained I can't give the med any more than what the doc prescribes.

    And this hospital has call lights that go ding, ding, ding on the floor until somebody answers them so ... talk about driving you crazy!

    :typing
    Last edit by Sheri257 on Nov 29, '06
  6. by   meownsmile
    I agree make sure your documentation reflects your actions and dont feel you were the only one that heard about the complaint about night care. Its likely that some others were called in and it was discussed with them too, they just dont want to admit it.
  7. by   nurse10000
    Purplemania is right. Don't appear defensive or even worried. Just ask if you think it needs documentation and what you need to record. Be cool about the whole thing, but just do it!

    nurse10000
    Last edit by sirI on Nov 30, '06 : Reason: remove weblink

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