Ever have a patient complain about you?

Nurses Relations

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I recently had a patient that asked to speak to the manager about me. She also requested a different nurse to take care of her. Don't want to post the details because of privacy issues. I wish I could. Nothing serious at all, which really bothers me. I always try my hardest to do the best for all my patients, I really feel awful about the situation.

How are patient complaints about staff handled at your facility? I hate worrying about whether or not I'll lose my job over it. My facility always thinks the patient is right.

See at least your DON has her head screwed on right, and could recognize a manipulative sleaze bag.

2 Votes
Specializes in Dialysis.
I worked at an LTC for about a year and met some of the most manipulative people ever to grace this Earth, I swear. There was a gentleman (because I'm feeling nice!) who had certain CNA's convinced that they had to hold his member while he used a urinal. His excuse was that he had neuropathy so bad that he couldn't. He would wear these thick work type gloves and wave them at you when he felt like he couldn't do something for himself.

His light was on one night and I answered it with a "what can I do for you, Mr. D?" He told me he needed the urinal. I retrieved it from his bathroom and handed it to him. "You need to hold my dick for me". I responded that no, he was capabale of doing that task on his own, I know how people want their privacy and I respect that (I knew differently of this man, but wasn't playing into that). He played his neuropathy card and launched into a tirade about how he can't use his hands.

When he was done I calmly said "Mr. D, I see you use your TV remote. I see you use your cell phone. I know you are able to eat your food. And I know you have the ability to push your call light. You can do this too". He screamed at me that he would have my license, blah blah blah. I gave him a resident complaint form to complete. (which he did, with his neuropathy and all!)

My DON did call me, asked if I said those things to him. I replied that yes indeed I did, they were all accurate. She said indeed they were and she would be sending out an email to all staff to remind them that Mr. D can and should use his bedside urinal by himself to promote independence!

I think they have since sent him to my facility;)

0 Votes

Yes, I have had a patient complain about me. It occurred just a few days ago, as a matter of fact. He and his two visitors complained about me because I (get this) asked him to quit yelling and swearing at me. Apparently, I am supposed to be a willing verbal punching bag. I guess I never got the memo. lol

1 Votes
Specializes in Oncology, Rehab, Public Health, Med Surg.
I worked at an LTC for about a year and met some of the most manipulative people ever to grace this Earth, I swear. There was a gentleman (because I'm feeling nice!) who had certain CNA's convinced that they had to hold his member while he used a urinal. His excuse was that he had neuropathy so bad that he couldn't. He would wear these thick work type gloves and wave them at you when he felt like he couldn't do something for himself.

His light was on one night and I answered it with a "what can I do for you, Mr. D?" He told me he needed the urinal. I retrieved it from his bathroom and handed it to him. "You need to hold my dick for me". I responded that no, he was capabale of doing that task on his own, I know how people want their privacy and I respect that (I knew differently of this man, but wasn't playing into that). He played his neuropathy card and launched into a tirade about how he can't use his hands.

When he was done I calmly said "Mr. D, I see you use your TV remote. I see you use your cell phone. I know you are able to eat your food. And I know you have the ability to push your call light. You can do this too". He screamed at me that he would have my license, blah blah blah. I gave him a resident complaint form to complete. (which he did, with his neuropathy and all!)

My DON did call me, asked if I said those things to him. I replied that yes indeed I did, they were all accurate. She said indeed they were and she would be sending out an email to all staff to remind them that Mr. D can and should use his bedside urinal by himself to promote independence!

Awesome!! Awesome response from you and awesome support from your DON !!

1 Votes

A relative complains to me on the patient that I am in charge, they believe that their mother did not have her evening meal.What should be my response?

0 Votes

I was called into the practice manager's office due to a complaint about me. I had administer a gluteal ferrum injection to this patient. The patient complained that because it did not hurt her i must not have given it. Instead of telling the patient that i had a reputation for my good injection technique ( many patients request me to give their injections) my micro- managing boss sided with the patient and told her the days i did not work so that someone else could give her ferrum. Some people complain even though you are doing your utmost to help them.

1 Votes

Yup, but they were usually the ones who wanted their pain meds every hour on the hour. I got fired by one guy who was extremely difficult and controlling, he had a sign on his door saying "Do not Disturb" when I went into his room with meds he was verbally abusive screaming "no one had brought me water" I said well you have a do not disturb sign, did you use your call bell and ask for water? He screamed he wanted another nurse. I pretty much skipped to the managers office to tell him because my day just got a heck of a whole lot easier.

But in all seriousness, it depends on what they are complaining about and what the patient is perceiving you didnt do right. 9/10 its no big deal, and usually nurses just switch patients, but on rare occasions it can turn into something more. I always make sure managers hear my side of the story.

1 Votes
Specializes in Psych (25 years), Medical (15 years).

Years ago, during an evaluation, my Supervisor said, "I don't know, Dave- some of the Patients and their Families love you while others hate you!"

"Oh?" I replied. "Like Bob Dylan?"

0 Votes

Yeah, it happens. To put it bluntly: you're not there to make friends. Do you best, chart the behaviors and don't take it personally.

I had a patient's spouse leaving their baby (like baby baby) unattended in the room on the floor (gross!). Night shift on ICU- I didn't notice the bundle of joy in the corner of the room for a number of hours into my shift. We talked, our charge nurse chatted with them, spouse went home with baby and I was hated the rest of the night.

The next night, patient asked where I was and wanted me back since "I was the best nurse they'd had."

EDIT: to add, follow your unit and hospital polcies and there should be no problems...and not just the answer "because it's our polcy" since it sounds like legal BS. Use it to give them a real reason.

0 Votes

Recently, I have two patients complains about me. One patient is a 21 years old girl who had spinal mass is ready to have surgery in the morning. I needed her to void urine for UPT at 4 am, but she said she just voided and I had to wait for a couple of hours. So after I finished my morning meds and entered her room and asked her to pee at 6:50am. I put bedpan under her butt for her pee. When I took out the bedpan, some urine spread out onto the bedsheet. I was in a hurry to get a urine sample and to send to the lab. I told her that I will ask the tech back to change her bedsheet. I did tell the Tech, but the Tech didn't do because of shift change. So she complained of me and stated that I didn't care about her, let her lie on the wet sheet and walk away.

0 Votes

If you have never had anyone complain about you, or you have never had anyone believe you are Florence Nightingale reincarnated in the flesh, then you haven't been doing it very long.

2 Votes
Specializes in Psych, Corrections, Med-Surg, Ambulatory.
On 11/16/2017 at 1:37 AM, Annie Zzi said:

I was called into the practice manager's office due to a complaint about me. I had administer a gluteal ferrum injection to this patient. The patient complained that because it did not hurt her i must not have given it. Instead of telling the patient that i had a reputation for my good injection technique ( many patients request me to give their injections) my micro- managing boss sided with the patient and told her the days i did not work so that someone else could give her ferrum. Some people complain even though you are doing your utmost to help them.

Great. Then she can enjoy how much it hurts when someone else gives it.

2 Votes
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