Customer Service? Maybe on your home planet. - page 6

by Art_Vandelay

6,459 Views | 57 Comments

I usually have a high tolerance for rudeness and inappropriate behavior, but yesterday I reached my limit. This patient is always verbally abusive toward staff, speaking with an acid tongue and tone. He claims that the nurses... Read More


  1. 0
    Quote from Clementia
    This is a reply to the earlier poster who stated that the patient does not owe us anything.

    I beg to differ. The patient owes me the bare bones of respect. Not because I'm special, but because I'm a fellow human being and one who is trying to help him recover. I am not some football he can kick around.

    And before someone remarks that the patient is paying my salary, I reply that, in many cases (and especially for the frequent flyers, who are also usually the most rude and entitled), my taxes are going to Medicare to help pay his hospital bill.
    ^Agreed...and last time I checked, my salary is based on merits and pt trends, NOT necessarily the pt...regardless, RESPECT is upmost to an interaction. I firmly believe that a rude pt can almost certainly transform into a violent pt...if they don't respect the person who is taking care of them, then what makes anyone think that they won't attack...

    As for the comment that we OWE pts such and such...come back after a pt slaps you or they throw something at you.I find most rude pts that transform into "action" attack the ones who do tend to go the extra EXTRA mile...it's a form of control.

    As for the ones who complain and want to sign out AMA...no problem...get the house sup and DR on call. You can't always enlighten irrationality. Let them scream and holler at the hospital when they get the bill from Medicare, Medicaid, and their insurance company. Most times those pts are calling a bluff...and some really don't care at all...hospital still gets paid, even at least 60-80%. Something is better than nothing, in exchange for
    a pt who wants to wreak havoc...if they want to go home or risk dying on the street, it is their choice.
  2. 0
    Customer service is something many nurses dont really grasp. Once you get on the wrong foot with anyone in any business it is very dificult to turn it around. As far as going ama, I would not try to stop anyone or threaten them with loss of insurance which is something I dont really have control of. Why would you push the medicine over 5 minutes? To punish yourself and the patient?
  3. 0
    Quote from billyboblewis
    Customer service is something many nurses dont really grasp. Once you get on the wrong foot with anyone in any business it is very dificult to turn it around. As far as going ama, I would not try to stop anyone or threaten them with loss of insurance which is something I dont really have control of. Why would you push the medicine over 5 minutes? To punish yourself and the patient?

    Bc sometimes it is the little victories in my day that make it tolerable. If someone is clearly drug seeking and rude, as opposed to a chronic opiate tolerance due to a condition, then I will not be some " street pharmacist" and get them high.
    Having a patient tell me to "push it fast" almost puts in stone the next time they are "due" for pain rx I will take a potty break first.
  4. 0
    Pt care is not a war requiuring victories. We attempt to provide services to maintain and preserve health. Some people are more compliant than others. There is an apropriate speed to push any medication and lenthening it for personal satisfaction is not profesional.
  5. 0
    Well see that's the thing. If you go in any other business and give them attitude, yell, swear, threaten, or actually physically attack, what happens? You get thrown out at the very least, might be told never to come back, and might even get charges pressed.
    How many of you have been insulted, hit, yelled at, or just generally been treated like dirt and had to keep a smile on their face and bend over for more? Come on, show of hands!
    And how about another show of hands. From those with their hands up, how many of you have had these patients or family members kicked out? How many of you were allowed, much less encouraged to, press charges when warranted?

    People tell you all the time, don't act like a jerk to the person serving you food. How in the WORLD is it ok to do that to someone trying to make you better or save your life?!
  6. 0
    And like others have said, my job is in HEALTHcare. That means that my primary focus is the patient's health. If pushing your meds faster than recommended could cause severe problems, I'm not going to, no matter how much you yell. If handing you that bag of chips would through your dialysed butt into severe imbalances, nope, not gonna happen. If putting you on a bedpan when you are fully capable of walking to the bathroom, or at the very least being rolled there on a commode, would only reduce your autonomy levels, probably delay your discharge because of increased pain rerolonged immobility, heck, maybe even cause some pressure ulcers...then I'm sorry, but you are going to get up.
    You know, I'm not a fan of the whole universal healthcare thing, having worked in it seen how it is. BUT I do have to say that I will miss having the ability to tell a patient 'No' because it goes against what is in their best interest.
  7. 0
    Quote from Jeweles26
    And like others have said, my job is in HEALTHcare. That means that my primary focus is the patient's health. If pushing your meds faster than recommended could cause severe problems, I'm not going to, no matter how much you yell. If handing you that bag of chips would through your dialysed butt into severe imbalances, nope, not gonna happen. If putting you on a bedpan when you are fully capable of walking to the bathroom, or at the very least being rolled there on a commode, would only reduce your autonomy levels, probably delay your discharge because of increased pain rerolonged immobility, heck, maybe even cause some pressure ulcers...then I'm sorry, but you are going to get up.
    You know, I'm not a fan of the whole universal healthcare thing, having worked in it seen how it is. BUT I do have to say that I will miss having the ability to tell a patient 'No' because it goes against what is in their best interest.
    Whoop Whoop!!

    If in this country we can have the "good" parts of universal healthcare...the power to say "NO" because it goes against the pts best interest, then I'm for THIS, because this system of liaise-faire of the "customer is always right" gets in the way of the true "rights and responsibilities" in the Pt's Bill of Rights for the bottom line in greater than half the instances of escalating issues between nurses and patients.

    I never mind reminding my patients of those "responsibilities", ever...no problems ever about that...Very matter-of-factly with lots of empathy...a balancing act I have perfected for years. Most instances, no issues.
  8. 0
    It always amuses me when patients set the alarm on their phone to wake them up for their next dose of PRN pain medication


Top