How do you get family members to stop calling on the phone?

chrisrn24 · Oct 8, 2013

If they have complaints I typically transfer the call to the DNS' voicemail.

systoly · Oct 8, 2013

In my experience, most of the calls come from just a few family members, so a lot of times i would make rounds and call the "regulars"

myself with a brief update as soon as i could. You're still spending time on the phone, but it's at a more opportune time for you, and

it makes it a lot easier to get off the phone at those times when you cannot talk.

SaoirseRN · Oct 8, 2013

For complaints, I will actually interrupt and say, "I'm going to stop you there. I understand you are concerned, but I am not the person you need to report to. That person is X and his hours are --, or you can leave a telephone message at ---." Then assure them you will keep an eye on their loved one for whatever their concern is.

If multiple people are calling for one resident, ask them to nominate a spokesperson who can repot to the others. Explain honestly that multiple calls for the same resident take a lot of your time away from caring for them and it is easier and safer for only one to call.

If somebody is calling at a bad time, tell them, "This is a very busy time on our unit. I would be glad to talk to you if you could call back" and state the time.

If you are extremely busy, it's okay to not actually go to the phone. I'll often tell the unit clerk, "I can't talk just now, please tell them I have no concerns about their father and he has had a good day." Or again, ask the clerk to ask them to call back later.

noc4senuf · Oct 9, 2013

Don't forget to check the chart to ensure the person you are talking to has the permission to have the info.

noc4senuf · Oct 9, 2013

Make sure to check the chart to ensure the person you are talking to has the permission to have the info.

ktwlpn, LPN · Oct 10, 2013

I get frequent phone calls from family members concerned about their loved ones. I try to be kind. However, instead of taking care of "loved ones" I am too busy on the phone to help anyone. They complain about staff from "the other shift" and do have valid complaints. However, I am constantly interrupted and cannot get off the phone to help anyone's loved ones.

We have had social services get involved when we have had to deal with numerous calls from members of a large family. One family member was made the contact person and they were to call at certain times. If a family member or visitor starts complaining about another nurse or shift I stop the convo right away and direct them to the appropriate channels. Often they are manipulative and trying to play one against the other. If I'm in the middle of my med pass or an emergency I'll take their number and tell them I'll call back by a certain time and I stick to that promise.Most will ask me when is usually the best time for them to call-they will make an effort to work with me. When I have a new admit I try to call the family myself as much as possible. Behaviors and refusal of meds are ongoing issues with our folks and I call the family almost daily when warranted-it only takes a few minutes,it builds trust and gives time for lots of education regarding the routine of the unit and the disease process of their loved one.Families have a habit of lapsing into denial after their loved ones admission-they come in for their all too brief visits and their loved one is up and dressed and they think everything must be fine and they're "so much better"They need to be reminded what their loved one goes through to get that way all too often.

bluegeegoo2, LPN · Oct 11, 2013

I spent literally 25 minutes on a phone conversation with an resident family member today. I had called to request verbal consent or declination for a flu vac. Silly me. The conversation went from "who pays for that" to the political climate of Burma in 1955. I'm not making this up. I feared I would have to fake a seizure to get off of the phone, being unable to get a word in edge-wise, before she mercifully bid farewell and hung up. I'm still somewhat traumatized. :blackeye:

CapeCodMermaid, RN · Oct 11, 2013

This might be evil, but if I've been on the phone with a family member for a while and have answered their questions and they keep going on and on and on, I'll say "Oh, someone just paged an emergency!!! I have to go!!!" And then I hang up.

SaoirseRN · Oct 11, 2013

This might be evil but if I've been on the phone with a family member for a while and have answered their questions and they keep going on and on and on, I'll say "Oh, someone just paged an emergency!!! I have to go!!!" And then I hang up.[/quote']
That's like, when you know you are headed into a room where they aren't likely to let you leave without ten hours of questioning, you ask a coworker to come after ten minutes and say that there is a doctor who needs to speak to you.

CoffeeRTC, BSN, RN · Oct 12, 2013

The old "over head page" trick. Yes, sometimes it comes to that or what Capecod suggested. It does sound like SS needs to get involved.