I was curious what some of you would have said in this situation. I had a patient that had very unrealistic demands, was not not happy no matter what I did. I spent all morning calling the doctor and the supervisor etc. trying to please him and get all his complaints addressed. He was rude and insulting to me every time I entered the room, but I continued to be calm and polite to him. He called me stupid to my face and told me I had been f&*&ing up all day. I didn't say anything to him but I kind of wish I did. But then he probably would have just asked to see my supervisor again. I did not make any errors and he did get good care despite how hostile he was to everyone. I was taking the patient downstairs for a test in a wheelchair and his wife was with us. When we got in the elevator, he and his wife started to talk about me as if I wasn't there, talking about how I lied to him and messed everything up and he got terrible care. None of what they were saying was even true. It was the longest elevator ride ever and I felt so uncomfortable being talked about like that. I didn't say anything then either because I just didn't know what to say. I have met alot of rude people in this job but this situation just astounded me. Couldn't they wait until they were alone to talk about me? I would never think of talking about someone right in front of them as if they weren't there. My hands are shaking writing this because the whole thing still has me so upset.
Wow...I am sorry you had to deal with this.
Personally after a simple polite apology I would have told them that due to an incompatibility in care ideals I would have to refer them to the charge nurse and would have them reassigned.
Do not ever let these kinds of people beat you down.
PS. The closest I have gotten to this was when I had a patient who was very panicky about pain. She wanted to be woken up every time her pain med was due, but she hadn't slept all night. I had religiously kept her medicated with two alternating PO meds all night so at 6am I didn't wake her since she was finally resting. She called the front desk (I picked up the call light) right before shift change and told me she had been waiting for hours for her meds. I went in and she reamed me up one side and down the other for not thinking of her pain and ignoring her. I dryly told her (as I am not very good at hiding my emotions) that I had wanted her to rest. I then turned around, calmly rewrote the times on prattled on about timing and how I screwed up her schedule (which for all intesive purposes was exactly the same "two hours apart" it had been all night). I proceeded to walk out of the room without comment as she then switched gears (when she realized I was ******) and told me what a good job I had done.
I didn't feel bad at all for not doing walking rounds that morning!
Last edit by Tait on Jul 16, '09
With a big smile "Would you like me to get the charge nurse / my manager / the hospital supervisor in here to address your concerns? I'd be glad to."
And do it.
It shows you have nothing to hide, they can diffuse the situation and do what needs to be done. It's their job to take care of this cr@p.
Because YOU need to keep your smile and your good mood to give the very best care to all of your patients. Don't let one beat you down, ruin your day, or monopolize your time.
And I do this now because I've been in situations where these people lodged a complaint against me to management, and been written up. Now I call in management ASAP to protect myself.
Last edit by 07302003 on Jul 16, '09
: Reason: forgot something