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

johnny depp23 · May 6, 2011

My best friend went to a facility today for the first time for an annual gynecological exam. She currently has one of those partially state funded health insurance plans as she was laid off a few months ago and was eligible for this program as she has children (single mom) and is living on unemployment. It was a very large clinic type setting and she only went there as she was advised by her gyn's office that her current gyn worked at this facility a few times per month. So, today while at the clinic she was waiting in the exam room and overheard several nurses (nursing station was outside her exam room) poking fun at her type of insurance. Stating "xyz insurance is the everything insurance" , "I bet you can buy food or a manicure with this insurance", "yes, I bet you can even pay your rent or take your kids to McDonalds with this insurance" on and on and on... then they :lol2: This went on for about ten minutes with several more derogatory remarks. Just as she was starting to dress and LEAVE this place, as she was so embarrassed, the CNM came in to do her exam. 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". So, she had her exam, reluctantly, and the CNM was very nice to her. But she is SO upset right now and does not want to make a big stink about this but yet feels that the nurses outside her room were out of line and cruel. Do you think she should call the facility and ask to speak to the supervisor or DON?

Doesn't sound that bad to me... At least her exam went by okay

LTV950rn · May 6, 2011

As a former women's health clinic nurse she ABSOLUTELY needs to report this. I once had a patient complain about how she heard the front desk reception staff talking about her, even though she was just feet away in the waiting room! I had her fill out a patient complaint form, which went straight to our Quality Assurance department. Our QA dept followed up on each and every complaint they received. I also reported it to my supervisor, who in turn reported it to the receptionist's supervisor. I would have her talk to the quality assurance department as well. They can also deal with this sort of behavior. The staff I mentioned above were reprimanded for their behavior. Totally unacceptable!

In any clinic, you see people from all walks of life, with all types of situations and backgrounds. Whatever your personal opinion is, it is crucial to keep it to yourself. Not to mention, you are there to provide NON-judgmental care, regardless of their circumstances. Sometimes I had patients that were rude and awful and I needed to vent to my co-workers; however, I always made sure it was out of earshot of any patients. Even if your friend were as this staff described, she still deserved the same quality care.

She should look into taking her business elsewhere.

digoe74 · May 6, 2011

Doesn't sound that bad to me... At least her exam went by okay

REALLY? So, you are saying as long as her exam was fine, it was okay for the nurses to poke fun at her? Lie to her? Make derogatory statements against her EXACT INSURANCE COMPANY BY NAME (Literally naming the insurance company). (see my op for particulars). You truly feel that this was professional and ethical? Seriously? And if so... why? Other than the fact that she was seen by the CNM who was kind to her. (despite the lying about the dr) Why is this OK? :confused:

digoe74 · May 6, 2011

As a former women's health clinic nurse she ABSOLUTELY needs to report this. I once had a patient complain about how she heard the front desk reception staff talking about her, even though she was just feet away in the waiting room! I had her fill out a patient complaint form, which went straight to our Quality Assurance department. Our QA dept followed up on each and every complaint they received. I also reported it to my supervisor, who in turn reported it to the receptionist's supervisor. I would have her talk to the quality assurance department as well. They can also deal with this sort of behavior. The staff I mentioned above were reprimanded for their behavior. Totally unacceptable!
In any clinic, you see people from all walks of life, with all types of situations and backgrounds. Whatever your personal opinion is, it is crucial to keep it to yourself. Not to mention, you are there to provide NON-judgmental care, regardless of their circumstances. Sometimes I had patients that were rude and awful and I needed to vent to my co-workers; however, I always made sure it was out of earshot of any patients. Even if your friend were as this staff described, she still deserved the same quality care.
She should look into taking her business elsewhere.

Thanks so much for your reply. To whom should she report this to in a clinic type setting? QA? DON? IDK?? as you had mentioned , or would there EVEN be a DON (this facility is tied to a MAJOR group of hospitals in my area as they have taken over everything and share the same name) so, I am not sure what to tell her as where to start? Just so you know.. she is a bit of a 'wall flower', shy, unassuming (brilliant) but totally NON confrontational! However, she is SO SO upset of this, she is willing to confront anyone she needs too. I will most likely go with her for support but stay out of it. She was there..... I was not.

GHGoonette, BSN, RN · May 6, 2011

Dig, I think, 1 - the nurses were perfectly aware she could hear them and nastily made a point of speaking loudly; 2 - I don't believe it's a vent against the doctor, it's just inexcusable lack of professionalism; 3 - they have almost certainly done it before and got away with it.

Your friend will be doing other patients who attend this clinic a great service if she reports this. In fact, if there's a local rag that publishes community news, she could even go public with it. I wouldn't blame her if she did.

Me, I'd have strolled out to the nurses station and offered to buy them each a bowl of dog food, and then insisted I want to see the manager....

GHGoonette, BSN, RN · May 6, 2011

Thanks so much for your reply. To whom should she report this to in a clinic type setting? QA? DON? IDK?? as you had mentioned , or would there EVEN be a DON (this facility is tied to a MAJOR group of hospitals in my area as they have taken over everything and share the same name) so, I am not sure what to tell her as where to start? Just so you know.. she is a bit of a 'wall flower', shy, unassuming (brilliant) but totally NON confrontational! However, she is SO SO upset of this, she is willing to confront anyone she needs too. I will most likely go with her for support but stay out of it. She was there..... I was not.

Ah, you posted this in the meantime. Easy, she reports it in writing to the person in charge of the clinic, and sends another letter to the CEO of the company.

LTV950rn · May 6, 2011

I'd report to both places, quite honestly. I'd first have her ask to speak to the clinic nursing manager (every clinic is set up a bit differently, so I'd just tell her to call the main number and ask to speak to the "such and such" department's nursing supervisor.) I'd also have her call and ask to speak to the head of Quality Assurance, since these facilities generally have that department as well, as far as I know. She should consider sending a letter, documenting objectively what she heard. I would also encourage her to state that she will not be seeking services from this facility again, and that she will be telling everyone she knows about how poorly she was treated and recommend that they not go there as well. I would have her go as far up the chain of command as possible until she gets some sort of response.

As for the person who thinks that this was acceptable just because her exam went well, I cannot honestly imagine why you feel that way. The provider spends such little time with you that the reception staff, nursing staff, etc, really make up a good chunk of how a patient feels about their experience at the doctor.

imintrouble, BSN, RN · May 6, 2011

No pt should be made to feel small or less because of the way they pay their medical bill. The nurses who made the OPs friend feel that way should be reprimanded.

But I'm afraid this sort of thinking is not going away. We are increasingly becoming a society of those who have and those who have not. With an ever diminishing segment in the middle. We in the middle have too much money to get subsidized, but not enough to pay for medical care that some people get for free.

Anger and resentment is brewing.

digoe74 · May 6, 2011

Dig, I think, 1 - the nurses were perfectly aware she could hear them and nastily made a point of speaking loudly; 2 - I don't believe it's a vent against the doctor, it's just inexcusable lack of professionalism; 3 - they have almost certainly done it before and got away with it.
Your friend will be doing other patients who attend this clinic a great service if she reports this. In fact, if there's a local rag that publishes community news, she could even go public with it. I wouldn't blame her if she did.
Me, I'd have strolled out to the nurses station and offered to buy them each a bowl of dog food, and then insisted I want to see the manager....

You ARE THE VOICE OF REASON GOONETTE!

You see, I do have my doubts that they actually KNEW they could be heard as I guess I am an naive? Or perhaps, I cannot fathom other human beings treating OTHER human beings in such a manner? I just don't know. Like I had said in one of my previous posts on this matter.... I have been the manager of major medical facilities and while we "vented" it was NEVER EVER in earshot of a pt. It saddens me so much that these nurses would be malicious... deliberately.... I suppose, logic states that if they KNOW their station is only 6 feet away or so from the pt's exam room that she can hear them. Sadly, this goes for the dr. too!

GHGoonette, BSN, RN · May 6, 2011

No pt should be made to feel small or less because of the way they pay their medical bill. The nurses who made the OPs friend feel that way should be reprimanded.
But I'm afraid this sort of thinking is not going away. We are increasingly becoming a society of those who have and those who have not. With an ever diminishing segment in the middle. We in the middle have too much money to get subsidized, but not enough to pay for medical care that some people get for free.
Anger and resentment is brewing.

Every society has its haves and have nots, but I would expect nurses who frequently interact with people of all groups and economic backgrounds to have more insight and understanding towards those who are struggling. The current recession is staring everyone in the face, and many people who were formerly "haves" have now joined the ranks of the "have nots". Are these nurses so stupid that they can't even summon up sufficient insight to see that?

imintrouble, BSN, RN · May 6, 2011

There is no excuse for their behavior. I was very careful to not excuse them. I simply put forth a possible explanation for their lapse in judgement.

Nurses are human and we do have lapses in judgement.

SilentfadesRPA · May 6, 2011

No phone call - a typed letter with a return receipt to the Administrator, the DON, and a carbon copy to the insurance carrier. This is more effective and is more likely to yield an investigation.

I would not include the physician not doing the examination as she did consent to the CNM and had a good experience.

In regards to the staff in a heart beat I would have that letter in the mail. There is no excuse for socio-economic prejudice in health care.

Marc