Am I Being Too Sensitive

Specialties LTC Directors

Published

Specializes in Gerontology, Med surg, Home Health.

I'm the DNS at my building. I am everywhere....helping, watching, investigating...same as many of you. So today I was in the Admissions office looking at an old referral. The phone rang so of course I answered it. It was one of the admissions/marketing people. "Why are YOU answering the phone?" she demanded. Hmmmm....I was in the office and the phone rang? I said, "Don't worry, I'll never do it again" and hung up. She stormed in telling me I was rude. Huh? You chastised me for answering the phone in MY building and I'm rude? The way I see it, it's a customer service issue. Wouldn't you rather speak to a real person and not a recording? Her answer was I might not know the answer to the question...yeah, um, been in the business for more than 30 years. I'm not stupid. If I don't know the answer, I'll take message and have them call you.

I am stymied as to why she thought it was such a huge deal that I answer the phone. "Suppose I answered your phone?" she asked...."You don't go in MY office" I answered, and you wouldn't know any of the answers I thought. Is it me?

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I'd say more confrontational than sensitive. It sounds like you wanted to FIGHT! :dead:

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In all honesty, if I'm calling someone I'd rather just go to voice mail than have someone who isn't the person I'm looking for answer the phone and tell me they aren't there. It would just be easier to leave a detailed voice mail for the person telling them what I had wanted.

Now, my question...did you say 'don't worry, I'll never do it again' and promptly hang up or did you say that, then some conversation and then end the call?

If you just said what you said and hung up, sorry CCM, to me that was rude.

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Specializes in Peds/outpatient FP,derm,allergy/private duty.

Most people love it when co-workers do things like that. My favorite supervisors/managers were always those who were willing to do what needed to be done without getting all territorial about it. You notice she wasn't really concerned that you couldn't field the call, she just didn't like your tone. In other words she got herself an ego-bruise resulting in the confrontation. I'd steer clear of that one forthwith!

Sorry I didn't realize this was in LTC Directors before I posted. Hopefully you'll get more advice from your peers, CCM.

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Yes.:yes:

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Specializes in Gerontology, Med surg, Home Health.

I should add she is always condescending...ugh.

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Yeah I too like the condescending attitude! I get that too.... and when the Surveyors walk in they all hide behind their closed doors. Who has all the answers then? !!! GRR! I have many of those days CC.

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surveyors shut the doors for patient confidentiality . Nothing we do is secret. Refer to CMS.gov for our policies and procedures and your specific state licensure rules. We do ;)

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Twinsmom788 you are being too sensitive. I am a DNS and know CMS policies and procedures.I'm not talking about the surveyors shutting the doors. It's everyone else who works for the facility who has an office. When the Surveyors are not there they have all kinds of input and decisions. When the Surveyors come I am the only one left to deal with it all including the physical plant.

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Specializes in Clinical Research, Outpt Women's Health.

She was being ridiculous. She should have just asked for who she wanted. IS there any chance she was joking? If not she is an idiot. Phones should be answered as soon as possible is just a very basic customer service concept.

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I did misread your statement. You are right about some people shutting their doors when surveyors appear. One of the most frustrating experiences I have had was an ERSD survey where the nurse manager did lock herself in her office.

However, you might be surprised at the percentage of LTC DONs I have had to introduce to federal and state regs. Scary.

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If it was her desk or she is the director of the admissions department, I think she has the right to dictate who can answer the phone. It doesn't sound like the interaction went well on either side and I'm sure there is more history there that we aren't aware. A little confused why you sound so territorial, "My building." It really isn't your building, right?

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