A patient's experience with RUDE nursing staff.. Should this be reported?

rkitty198, BSN, RN · May 6, 2011

Since this bothered your friend and it clearly made her feel uncomfortable, then yes she should report it to the office manager.

digoe74 · May 6, 2011

I just wanted to add that if this was ME, I would probably call and report it as I feel it was unprofessional and cruel -- especially since this is someone who is currently down on her luck like so many out of work people these days whom already feel awful about themselves... they do NOT need to feel worse! IMO I'm throwing this question out to mainly the current nurses as perhaps, since I am just a pre-nursing student... I could be missing something here?? :confused: IDK... it's just upsetting to me. She is struggling to support her 2 children on very little income.

allnurses Guide · May 6, 2011

This reminds me of my nursing school OB rotation, so honestly I may be more ****** off than the average person, but the nurses there were continually talking in derogatory terms about the "clinic" patients which were those limited income people on a flat fee vs private insurance. They would even do it in report as in "isn't she a clinic patient? Yeah (roll eyes) blah blah blah" and it made me sick.. :madface:

If your friend feels strongly about it then yes, she should. I would probably take the time to find out who is above their immediate supervisor and send it to them or the director. Unfortunately, a culture that would allow such blatantly unprofessional behavior has a manager that tolerates it most likely.

manicmom · May 6, 2011

I absolutely believe she should report this. There is no excuse for that type of behavior....

That being said, I will now make an excuse of sorts. Did these nurses realize they could be heard? Were/are they being deliberately mean? How many patients have they already had? They just had to lie for their doctor. " The CNM stated that she would be doing her exam as the dr had to rush out to an emergency. Which was a lie as my friend heard him in the hallway only seconds beforehand stating something about "not doing first time gyn appts". How embarrassing for them for the "how manyth time".

We as nurses know we tend to go to dark humour and sarcasm to relieve and delay stress. Unfortunately, this sometimes means sterotypes, such as the type of person who carries this coverage. I am NOT saying it is "ok" or "acceptable", but most of us have done it. (Now is the time to be honest with yourself and say you have!!! LOL)

Here is the thing - (I have been in this position...) the nurses were blowing off and PO'ed at the doctor for his attitude...they vented in the way we often do - with sarcasm and jokes. It was not funny because your friend heard it. They would probably be appalled if they knew someone heard them talking like that. (I can almost guarantee that none of them acted like that face to face with your friend.)

It should be reported so the nurses know their boundries. As I have said, it happened to me at one time. We had no idea we could be overheard and after a particularly bad week, we poked fun at a primary MD and the patients he sent to us. One of them was a very sweet and dear old lady that not a one of us would have hurt for anything.... We were blowing off! But she reported it and it DID make us much more cognizant of what we were saying/where/and how loud.

We try to be saints and have the best interest of the patient at heart, but every once in awhile, we need to vent (and it can't always wait til we can get on here!) We do it with the other people going through the same thing we are...

I think your friend was unfortunate enough to hear something that was simple venting and had nothing in reality to do with her. Unfortunately, the nurses who vented do need to know it was done where a patient heard them. (And maybe go to HR or the department head about attitude problems with the MD and such...???)

StNeotser, ASN, RN · May 6, 2011

Report it. It's BS.

We don't get paid any less for treating any kind of patient and we shouldn't have any kind of bias in the nursing profession. What happened here was unprofessional.

tokmom, BSN, RN · May 6, 2011

Yep, that was wrong.

digoe74 · May 6, 2011

This reminds me of my nursing school OB rotation, so honestly I may be more ****** off than the average person, but the nurses there were continually talking in derogatory terms about the "clinic" patients which were those limited income people on a flat fee vs private insurance. They would even do it in report as in "isn't she a clinic patient? Yeah (roll eyes) blah blah blah" and it made me sick..
If your friend feels strongly about it then yes, she should. I would probably take the time to find out who is above their immediate supervisor and send it to them or the director. Unfortunately, a culture that would allow such blatantly unprofessional behavior has a manager that tolerates it most likely.

This makes me so sad... as up until a few months ago she was making a nice salary and now to be 'possibly' degraded by being referred to as "a clinic patient" as if that means she is sub-human or something just sickens me!! God forbid it is any one of THEM one day as it could happen to any one of us in this economy!

mpaugh22 · May 6, 2011

Report it... My mom is on the government insurance program, not because she is lazy but because she has been turned down by every private insurance there is because of her pre-existing condition (before there was a change in legislation and they started charging a million dollars or restricting services). I have reported two nurses and what came out of it was they had to call me and my mom directly to apologize. They were also written up so hopefully it helped their attitude towards others.

digoe74 · May 6, 2011

I absolutely believe she should report this. There is no excuse for that type of behavior....
That being said, I will now make an excuse of sorts. Did these nurses realize they could be heard? Were/are they being deliberately mean? How many patients have they already had? They just had to lie for their doctor. " The CNM stated that she would be doing her exam as the dr had to rush out to an emergency. Which was a lie as my friend heard him in the hallway only seconds beforehand stating something about "not doing first time gyn appts". How embarrassing for them for the "how manyth time".
We as nurses know we tend to go to dark humour and sarcasm to relieve and delay stress. Unfortunately, this sometimes means sterotypes, such as the type of person who carries this coverage. I am NOT saying it is "ok" or "acceptable", but most of us have done it. (Now is the time to be honest with yourself and say you have!!! LOL)
Here is the thing - (I have been in this position...) the nurses were blowing off and PO'ed at the doctor for his attitude...they vented in the way we often do - with sarcasm and jokes. It was not funny because your friend heard it. They would probably be appalled if they knew someone heard them talking like that. (I can almost guarantee that none of them acted like that face to face with your friend.)
It should be reported so the nurses know their boundries. As I have said, it happened to me at one time. We had no idea we could be overheard and after a particularly bad week, we poked fun at a primary MD and the patients he sent to us. One of them was a very sweet and dear old lady that not a one of us would have hurt for anything.... We were blowing off! But she reported it and it DID make us much more cognizant of what we were saying/where/and how loud.
We try to be saints and have the best interest of the patient at heart, but every once in awhile, we need to vent (and it can't always wait til we can get on here!) We do it with the other people going through the same thing we are...
I think your friend was unfortunate enough to hear something that was simple venting and had nothing in reality to do with her. Unfortunately, the nurses who vented do need to know it was done where a patient heard them. (And maybe go to HR or the department head about attitude problems with the MD and such...???)

Since I just spoke to her again, I can say yes that I am/she is certain that the nurses would know that she could hear them as the nursing station was only about 6 feet away from the exam room she was in. Directly across from her exam room door, and they were speaking loudly. As far as it being deliberate... IDK and neither does she. It probably was not, if I had to say myself.(And I told her that) I've manged large medical facilities myself (administrative capacity, not nursing) and sometimes we DID vent about patients. BUT, the difference here is -- it was in PRIVATE, like my private office, not at a nursing station.

NurseHopefulInOH · May 6, 2011

Yes! I think she should def say something. If not for her own sake but for others that may go there. My guess is they would see many other pts with this insurance being it is obviously a clinic that accepts that type. Pts are there to get the care they need not "get a hand out" or anything for free or any sort of bias others may have.

digoe74 · May 6, 2011

Yes! I think she should def say something. If not for her own sake but for others that may go there. My guess is they would see many other pts with this insurance being it is obviously a clinic that accepts that type. Pts are there to get the care they need not "get a hand out" or anything for free or any sort of bias others may have.

Yes I agree with you! 150% !!! What was strange (as my gf told me) was that she was asked several times during the check-in process if she HAD insurance? Which she does, but it is subsidized through the state.This was after she presented her insurance card. She stated that she felt odd that everyone continued to ask her that -- even after her exam when she was given a rx for a sono by the CNM (who also asked her about her insurance). But she was very sweet, polite, professional and kind. My point is -- she got the feeling that most of the people there felt she was "getting a free ride" while others had to pay more than she did. i.e. what I mentioned above. "buy McDonalds for your kids" with you insurance, etc. THIS HAS GOTTEN ME SO UPSET!!! May I NEVER, EVER make a patient feel this way, when I am a nurse! I can only hope.... :nono: