Patient abuse... To staff

  1. 11
    I am a director if a medical surgical floor. I am proud if my floor and all the disciplines that work there. Today a patient made a complaint about the young girl that cleans the patient rooms. She is very kind girl and engages in conversation with the patients. She is often positively mentioned by other patients.
    So the nasty old bat complained that the young girl is inappropriate. She talks about stuff and asks questions that are none of her business. She commented that a monkey could do her job and why do we hire people with accents that can't speak correctly. And why they lack education. And she needs to shut her mouth and do her job!
    I am so appalled by her ignorance and downright rudeness.
    Really!!!!
    Katie13LPN, The_Optimist, LaRN, and 8 others like this.
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  3. 20 Comments so far...

  4. 22
    I hope you told her what a wonderful employee she is a how much her friendliness is appreciated by the patients. I work on a floor with some wonderful ladies on housekeeping that brighten the patient's day just by chatting.
    Not_A_Hat_Person, bagface, Katie13LPN, and 19 others like this.
  5. 2
    I am appalled at how awful your grammar is and how you talk about one of the patients on your floor.
    poppycat and cardiacfreak like this.
  6. 36
    Quote from Quit Floating Me
    I am appalled at how awful your grammar is and how you talk about one of the patients on your floor.
    Good morning!

    Let's give the member the benefit of the doubt without policing his/her grammar. (S)he might be posting from a cell phone, tablet or other device that results in posts with a certain syntax and appearance. Also, the 'I' key is directly adjacent to the 'O' key on the keyboard, which might explain a couple of the typos.

    My point is that the content of her post overwhelmingly trumps any perceived grammatical or phraseological errors.
  7. 9
    As a director of a floor, you set the tone on how complaints such as this should be handled. It is not easy, as we all balance the satisfaction surveys and the generally appalling nature of these type of complaints and comments.

    All of the ignorant statements aside, there are often patients who do not want to have discussion with anyone regarding their "business". Totally inappropriate way of discussing that with you, however, there are those patients who just don't want to share.

    Additionally, is this a mental status that bears watching? Is the patient's pain under control? Is this agitation new or different or needs further investigation?

    The only thing you can do is to state to this patient that there are multiple members of your health care team who put the patient's needs first. That to engage them in conversation is from a place of caring, as opposed to getting into one's personal health business.
    That you all welcome constructive critics, however, this person is a valued and highly respected member of your team and is a wonderful advocate for patients. And that you ask all of your staff to engage where appropriate to do so.

    You don't want to get into a "contest" about the rest of the ignorant statements this patient made to you. Perhaps for that patient, they found ANY general conversation inappropriate. Also a thought to have education for the ancillary staff as to engaging patient's in conversation, that different personalities will either engage back, or if not, how to "bow out gracefully" from a conversation--and how that can assist your nursing staff in the assessment of mental status and agitation, and that you all welcome their input if they notice something amiss. And educate the patients of the same--that on your floor, you encourage niceties and conversation.

    To make a complete collaboration of all disciplines is a wonderful way to boost morale all the way around.
  8. 18
    Quote from jadelpn
    Additionally, is this a mental status that bears watching? Is the patient's pain under control? Is this agitation new or different or needs further investigation?
    Or is it a nice little personality disorder and that is how the patient is... and that is never ever going to change?

    Some people are just jerks.
  9. 16
    My comments about this patient was strictly about disbelief that a older, alert and oriented individual could be so rude and ignorant. She was treated with nothing but respect by everyone. Time was spent to listen to her concerns but nothing warranted her comments. My floor has one of the highest customer satisfaction scores and our focus is to give only the best at all times. I have dealt with worse situations over the years but always have been able to improve the situation. This was a no win situation but reminds me that there are people that are haters.
    The girl she complained about was spoken to. She only was following direction of what we expect of each of our staff. The patient was also told that if she does not feel like engaging in conversation to just tell the person that they are not up to conversation.
    As for the person who has a issue about grammar and spelling if it really bothers you don't read it. We all have made grammatical errors and I am sure you are no different!
  10. 5
    Quote from lmccrn62
    My comments about this patient was strictly about disbelief that a older, alert and oriented individual could be so rude and ignorant. She was treated with nothing but respect by everyone. Time was spent to listen to her concerns but nothing warranted her comments. My floor has one of the highest customer satisfaction scores and our focus is to give only the best at all times. I have dealt with worse situations over the years but always have been able to improve the situation. This was a no win situation but reminds me that there are people that are haters.
    The girl she complained about was spoken to. She only was following direction of what we expect of each of our staff. The patient was also told that if she does not feel like engaging in conversation to just tell the person that they are not up to conversation.
    As for the person who has a issue about grammar and spelling if it really bothers you don't read it. We all have made grammatical errors and I am sure you are no different!
    And when you make your rounds to patients, you should inform them of this--that could improve the situation dramatically. I couldn't do what I do without amazing ancillary staff. They rock, and I am sure that from what you have noted, your floor feels the same way. Let your patient's know this--and yes, some people are just jerks. But it really goes a long way for morale when the NM sings the praises of the whole team. Kudos to a rockin floor!!
    SoldierNurse22, Prudi, brandy1017, and 2 others like this.
  11. 3
    Quote from Hygiene Queen
    Or is it a nice little personality disorder and that is how the patient is... and that is never ever going to change?

    Some people are just jerks.
    Everywhere, in every situation, there is at least one jerk. Even on nursing fora. Age doesn't matter. A person who has been nasty for 60-odd years isn't going to stop just because they're in a hospital.
  12. 7
    As that Nurse manager, I would say, "I am sorry you feel that way- she is one of our most valued workers. In the future, I will try not to assign her to clean your room." Then, after a few pleasantries, leave the room.


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