Today one of the Nurses I work with got "dressed down" by a patient's family member because this family member felt that the nurse had not kept her up to date on the patients situation. The patient then signed out AMA- and since there was actually no acute medical condition, that was alright with us. Now, I know many patients get irate and ugly over nothing, or misconceptions. But, I actually heard this nurse speaking to this family, and while she wasn't exactly rude, she was entirely unsupportive, short and in overhearing her conversation, I did sort of cringe- she was not patient or compassionate and her tone of voice sounded as if she could care less about the families concerns. I actually understood the family member's rage. Another staff member also overheard the discussion and interpreted it as somewhat short and cold. this is not the first time I have seen/heard this nurse behave this way.
After the whole incident, the Nurse was solicitng support as we often do after a patient gets nutty. and I wanted to be really supportive, but I can't help but think that the entire situation could have been avoided, or at least less dramatic (family member shouting at the nurse at the main desk/team leader inbetween family member and nurse). I do not have her experience in years and I am certainly not her supervisor. I do know she is under some personal stress at home. I have tried to have her do this really awesome seminar that I did in the past (sure stopped many of my difficulties with irate ED patients, anyone interested, PM me) but she will not go to that. I really want to support her (and our patients). I don't want to head to management, but I don't know what else to do... Suggestions anyone? I absoloutely hate rude behavior, and hers was up there tonight. I am not trying to make her out to be a bad person nurse or anything, I just don't know what to do to make this stop. I don't think she realises how she is often percieved.?? Thanks in advance