Quote from don_rhonda
I have dealt with this as a CNA, and it is very frustrating! Several days ago, a family member came into the patient's room in a rush, took over feeding the patient, and then reported to the charge nurse that I was being "snotty" to her moments earlier, but says she wasn't surprised because I was just as snotty to her the day before....I hadn't even spoke to this family member the day before! The nurse just politely listened, apologized for any upset that it may have caused, and told her that it was okay to let us know how she was feeling during this emotional time. This didn't support my feelings much at all but it did calm the family member down. The family and patient is always to come first....but boy did I take that accusation personally!
Ahhhhh yes, the old patient is always right deal...it is in such an upswing for managerial tactics lately...but we all know this to be incorrect. The trick is to MAKE the patient feel empowered (and should be a catchphrase more than that stupid customer is always right stuff!)...and that takes compassionate communication and acknowledgement of the underlying probelms (usually helplessness or powerlessness or even tremendous anxiety).
I was in a meeting of the nurses (I am one) and my bosses all said we were switching to a customer is always right deal. And I said...how about the rights to be an individual, empowered to make choices, input in all healthcare choices, and compassionate treatment for their lives. I was told that was stupid and just to say the customer is always right....
So I grabbed the mission statement off the wall...put it down in front of my bosses...walked out. It said the very thing I said!!!!! (luckily I did not get fired).
I also later reminded them that the word compassionate is a two way street...I think I made my point!
Managments (not necessarily nursing management, but facility) tend to overlook or forget this very valid point of being compassionate and thankful to employees...and need the reminder often...as long as you don't get fired doing it! discussing concerns that you feel underappreciated should always be an open door policy in all facilities...and not just the old easy way out..the blame game!!!!