Demanding patient wanting me to page MD about insignificant issue.

Nurses Relations

Published

Specializes in Acute Care - Adult, Med Surg, Neuro.

Worked a late shift and had a patient who was admitted by a specialty service. It was about 11pm and patient wanted his eye vitamins NOW. (he usually took them with HS meds, but when inpatient a lot of MD's won't order vitamins, especially weird ones like OcuVite). I try to explain this to the patient, but patient wouldn't take NO for an answer. Basically insinuated that the next time I see him I better have followed up on this issue. This would mean that I would have to page a specialty service (surgeon) at 11pm for an eye vitamin as no in house MD was consulted.

What would you do in this situation?

1
Up Vote Up Vote ×
Specializes in ER, TRAUMA, MED-SURG.

I would NOT want to be the one on the phone calling - lol!

I know quite a few of our MDs (mostly the surgeons that would all but curse us out if we called for something like that late at night. When I worked med-surg we would put a note on the front of the chart or on a doc's order sheet with the pt's request and let the pt know. Document in our nurses notes and try to get by until office hours or MD rounds.

Every once in a while we would have a pt that was not pleased with that and demand he be called.

What I would be nervous about would be me having to call that late for the order and that md not be on call - then u not only have to talk to the doc but it isn't even a doc that knows the pt.

Anne, RNC

1
Up Vote Up Vote ×

Yeah, I wouldn't want to make that call either :no: Any coworkers owe you a favor?

1
Up Vote Up Vote ×
Specializes in Acute Care - Adult, Med Surg, Neuro.

I told the patient I would leave a "sticky note" (a spot on the EMR where we can write non-urgent messages to the MD) about the vitamin but the patient was not having it.

Since it was close to shift change I punted it to the on-coming night RN ... not my finest moment :(

I usually work in the day and I once had a similar situation that was brought to the attention of my manager, who forced me to call and I got reamed on the phone by a gastroenterologist.

1
Up Vote Up Vote ×
Specializes in ER.

Another example of hospital customer service gone wild. And the patients know it. They get the surveys, they read the Internet.

This is their chance to be king or queen for a few days, snap their fingers and make us hop. And our Federal Government has written it into law that we are here to make happy customers, or else.

1
Up Vote Up Vote ×

You people are so accomodating lol. If it is not essential I would NOT be calling and I am a nightshifter. That is a complete waste of a page and the doc's time. He can deal without his eye vitamins for a day.

If the patient got even more mad I would be glad to let him know the ground rules fast and hard.

1
Up Vote Up Vote ×

I would escalate to the charge nurse, and if that didn't take care of it, the supervisor. I would not call. If the charge or supervisor don't back me up, I'd inform them that they would be calling the doctor themselves.

1
Up Vote Up Vote ×

No, I would not call the doc and I would tell the pt we will address it in the morning.

I would further explain that a page now is likely to go unanswered for such a non-emergent request.

I would even give a sympathetic shake of my head, keep my tone polite, but I would not waiver.

I know I would do this, because I have done it, and so have my coworkers.

That vitamin is not an emergency and it will make zero difference if a dose is missed-- and you know it, so if the pt wants to complain, so what?

So, if it wasn't followed up on, what was the pt going to do?

I mean, really?

I can't believe anyone's management would expect the nurse to make the call!

1
Up Vote Up Vote ×
Specializes in Acute Care, Rehab, Palliative.

Nope. I wouldn't be calling nayone. I have gotten pretty good at saying no and standing my ground.

1
Up Vote Up Vote ×
Specializes in ICU, psych, corrections.

haha....this sounds like EVERY night in the prison. Seriously. And I'm grateful that I can tell the inmates to kite the doc for whatever they want and will be seen accordingly but I'm NOT calling them at "whatever" hour for something like that. No surveys for the inmates :yes:

1
Up Vote Up Vote ×
Specializes in Pedi.

Tell the patient the pharmacy doesn't carry Ocuvite. ;)

1
Up Vote Up Vote ×

I would assure him that the message was left for his dr. (On the chart!) and then back to distracting him with asking him if he'd like another blanket or something.

I wouldn't let myself be forced to make such a call from anyone.

1
Up Vote Up Vote ×
+ Add a Comment