What do these family member expect

[JB2007, ASN, RN]

The other day I had to send one of my residents to the hospital d/t illness. I attempted to contact two of the family members, but nobody was home. I left a message on their answering machines for them to call back ASAP because I had no other contact numbers availible. I sent the resident to the hospital. This resident needed to go, S/S of resp. difficulties and a full code. This resident needed to go where they could be treated. Well today the family comes in all ticked off because we did not notify them. I left a message and they chose to not return the call. I refuse to leave any type of personal info. on people's answering machines due to HIPPA. What do they expect when they will not return phone calls? I just had to vent.

[oramar]

I agree the only contact you can use is the one they gave you. What else can you do? If they really cared you would have cell phone and email numbers.

[lpnflorida]

I think you handled it the way it should have been as you pointed out you could not leave detailed information on answering machine due to HIPPA.

I suppose in the future you could try placing a second call and then noting the time in the chart along with the time of the first call placed. That way at least you can point this out to the family.

Some families can never pleased no matter what you do.

[htrn]

I'd be willing to bet they are feeling guilty for not being there and instead of admitting that, they are just going to be angry and blame someone else. I work in the ED and when someone is sent from the NH it can be a nightmare getting ahold of family members.

I feel for you - chin up. You have a tough job and I have all the respect in the world for those of you that work in nursing homes. Keep up the good work.

[lovingtheunloved, ASN, RN]

Unfortunately, families tend to have very unrealistic expectations. Shrug your shoulders and move on, cause it's not the last time that will happen.

[mikesrn]

I used to work community health nursing.Anytime I attempted to notify the contact person,(after repeated calls) there was no response.Then (when they do listen to the message)-all hell breaks loose.You did nothing wrong.People are just out of control these days.

[achot chavi]

When faced with such a situation, I do as you did but also inform the SW and if she is unavailable I inform our Adm. because I know 9 times our of 10 the families ignor messages and then blame us!!!

[cjcsoon2bnp, MSN, RN, NP]

You did your best to contact the appropriate family members. I would make sure that you document your actions and let management know that the family is making a problem about it, this is just to make sure your covered on all bases. I would also ask the family members if the contacts are up to date and find out what alternatives they would have liked you to do when trying to contact them for any future clarification.

!Chris

[psalm, RN]

You did all you could.

And document! document! document! I will document in the nn what time I called, what phone # I called and if/when I get a response. Also do this with Doctor's numbers...I am amazed at how many doctors have their pagers off or given the wrong #.

[achot chavi]

You did your best to contact the appropriate family members. I would make sure that you document your actions and let management know that the family is making a problem about it, this is just to make sure your covered on all bases. I would also ask the family members if the contacts are up to date and find out what alternatives they would have liked you to do when trying to contact them for any future clarification.

!Chris

Good point!! even though I feel it is the SW's responsibility to update phone numbers and contacts, if we have the time best to ask.

[oramar]

I used to work community health nursing.Anytime I attempted to notify the contact person,(after repeated calls) there was no response.Then (when they do listen to the message)-all hell breaks loose.You did nothing wrong.People are just out of control these days.

Interesting, according to other post here this is quite a frequent occurence. I remember in the old days when everyone had a landline and it rang and people answered. We did not have these problems. I think even with all the new technology, people are harder than ever to contact. Perhaps people are blocking a lot of the techo noise out because there is so much of it. I remember a case in NY where a elderly woman was taken ill and died in hospital nine days after she was admitted and the family did not know about it. Family members were outraged they had not been contacted. It seemed so odd that they never questioned themselves about why none of them had ever missed her or checked to see why no one had heard from her. In my family the elderly are checked on daily.

[CoffeeRTC, BSN, RN]

Ditto what everyone else said. I always document that I left a message and will contact the DON or ADM esp if the pt is unable to make their own decisions and transfer is in the best interests.

What kills me is when they want you to call all 10 of the kids, aunts, etc. Uh Uh....One call and that is the POA.