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- Nov 2, '00 by MijourneyHi goldilocksrn. I agree that someone who is designated as a leader should approach an employee regarding an incident in an objective way. If you were at fault for something, the ANM didn't demonstrate, in my opinion, a professional approach in managing the situation. Therefore, learning by example would be difficult.
I side with the posters who feel that you give a general response to a family member who inquires about a customer service issue. For example, you could have told the son, that on the way to get water, you were immediately summoned to another pt's room and left it at that. It's not his business to know why another patient/family needed you, because that would sacrifice confidentiality. You definitely want to avoid opening the door to potential legal problems that would involve you. I agree the honest approach would be best, but the fact that the son went out of his way to report the incident indicates that he has some internal issues to deal with. He may be stressed out. Just document this incident in your personal log so that you will have something to refer to if it goes any further or if it comes up on your job evaluation. If you encounter the patient or son again, just offer a sincere apology and show the son where he can get water if that's not out of the question. Families need to be encouraged to be actively involved in patient care, if feasible. Best wishes.
- Nov 3, '00 by Jenny PThere are some people in this world you can never satisfy; it sounds to me like the pt's. son might be one of them, and your manager may be another. Please tell me why we, as nurses, shouldn't tell families that we are short staffed? We are always trying to "fix" things for everyone else, maybe we should start "fixing" what's wrong with our profession by letting others know what is happening to us? There are emergencies that happen on a daily basis in our work place: if there isn't enough staff to "fetch a glass of water" for someone when someone else's problem is more critical, then tell them. If it was the first patient who was having C.P., the son would have blown a gasket (and rightly so!) if we were "fetching a glass of water" for someone else. Your manager should be supportive of a nurse who has their priorities straight. Letting John Q. Public know that there aren't enough nurses and ancillary staff to do all of the niceties that we used to do is also important. We all want to make our patients comfortable, but the son could have "fetched the water" as well as anyone else.
- Nov 3, '00 by goldilocksrnI really do wonder how my patients see me sometimes. What do they think I do all day? What do you think goes through our patient's minds?
- Nov 4, '00 by nrsjoWe have a rule that you are to never tell "customers" that you are short staffed. However, when they see you working double after double, they figure it out for themselves.
As for complaints, well, people these days will complain if you put the ice cubes in their glass wrong. They have no clue or concept of what nurses do all day. As long as we continue to treat patient's as "customers" and give them the sense they are staying at a resort, we will always be regarded as nothing more than the hired help as opposed to the professionals we are.
- Nov 4, '00 by dskrnI understand the frustration here, however, as a former staff nurse and a current ANM, I must throw in my 2 cents.
I agree with those who feel that staff shortages should not be mentioned. This is not the patients problem, it is ours. You need not justify the complaint with an excuse, just apologize for the delay, and explain that an emergency occurred.
I realize that some patients and families will think that their need for water was an "emergency". You have to realize the water was just as important to them, as the chest pain was to the other patient.
Is this unrealistic on the part of the patient and family? Of course it is, but there is nothing you can do to change their perception...to them you are only making excuses and trivializing their needs.
As for the nursing shortage problem, you need to document your concerns, and pass them along to your manager. And remember, the nursing shortage is as equally frustrating for the frontline managers as it is for the staff nurses. We do not have the answers, but we are being hardpressed to do more and more with less staff and resources. This is not an excuse or a sob story, but the key here is dialogue...between the staff, the NM/ANM, and the upper management. This shortage is not going away soon, and we need to protect the nurses we have from being burned and becoming burned-out.
Best of luck to all of us!
[This message has been edited by dskrn (edited November 04, 2000).]
- Nov 4, '00 by rosemarieHi goldilocksrn,
we are told not to tell patients that we a short staffed also, sometimes that statement tells some patients that we are not there for them and they get more anxious and upset. What I would have told the son was that I was sorry that I didn't get the water before now was because another patient had an emergency that needed my attention at that moment. Sometimes if you can get the patient or family to think on someone else's problem (I don't mean going into detail, because you are violating patient confidentiality) they will see that maybe their request was a little less pressing than the chest pain. Also think of the son, he's worried about his mom, and probably anxious about her condition, he probably can't see past her condition. Also, not matter what you do, sometimes it's never right. Just take a deep breath and remember all the good you do to your other patient. Nursing can be a thankless profession, but sometimes one thank you is allwe need.
- Nov 4, '00 by ocean23235Originally posted by goldilocksrn:
I am wondering if this has happened to any of you.... I got "talked to" by my Assistant Nurse Manager (charge nurse) because of an incident with a patient. My patient asked for some water, and I went to get it, but on the way to the kitchen, got stopped by another family member stating my one of my other patients had CP. After 30 minutes, I took my patient her water, only to find out her son called community relations saying that his mother was ignored. I apologized, saying that we were short staffed that day, that I had an emergency to attend to. He said there was no excuse for his mother not getting water. Anyway, I got "talked to" because I was not supposed to tell patients and family members that we are short staffed. What am I supposed to tell them, that I a retard? Why do they think that nurses should take all the blame? What do you think?
- Nov 4, '00 by Jay-JayI really don't believe this!! What are we, for heaven's sake -- waitresses?? In most hospitals I've worked in, the ice machine is out in the corridor, and patients/family are encouraged to help themselves! If they need water, there's a bathroom right in the patient's room!! Also, fetching water is NOT a nursing responsibility...usually health care aides or other less skilled staff are expected to do this task.
- Nov 4, '00 by TiaraThis is one example of why nurses leave nursing. You have the responsibility of giving the best care you can - under stressful circumstances with little or no authority and then you have the extra responsibility of treating "the customer" in such a way that he will think only good thoughts of the hospital. Nurses did not make patients "customers". The business people who take over healthcare did that.
Then you go home and read a nursing mag and the editorial says, nurses, it is up to you to speak up for yourselves and make the public aware of our situation. But you know the next day you're going to work and tip-toe around the issues all over again. If your loyalty is to the patient, how can you be loyal to the cutting-corners system? And if you're loyal to the hospital, do you honestly think you're doing the best possible for the patient? I went to school to take care of the sick not to be loyal to a business corporation.
- Nov 4, '00 by TiaraBy the way, I respectfully disagree 100% that a staffing shortage is not the patient's problem. It is very much the patient's problem and it is his/her care that is directly impacted by this shortage.
Inappropriate staffing levels are the nurses' problem only in that they impinge upon the care that nurse gives. Nurses are not complaining because they're tired and stressed; they are tired and stressed from complaining that they cannot give the care they believe the patient deserves to receive.