Bad Day, How do you get over it?

[crystalNC]

I had a patient family bad mouthing me because I refused to wipe their dad when they called because I had already been called to another room for something MEDICAL and important. I had also been honest with a family and stated that what they wanted would not be done until later in the afternoon because it was shift change and there was no one to do it ( he wanted the patient taken outside). This person knew the ceo of our unit and went to him. Not my manager...the freaking CEO and said I refused to do something. I did NOT refuse, I said it was shift change and gave him a time I would do it.

I am so frustrated. People expect too much of me. How do you get over this and go back to work? I really don't even want to go back because of the day I had. My manager has yet to stand up for me in either case and one of the people has already left. I am sure I will get dinged on my evaluation for customer complaints, even if they are unrealistic.

[Pangea Reunited, ASN, RN]

I've found that exaggerating my helpfulness when I first meet the patient/family works wonders for these types of situations. I encourage them to call for absolutely any reason at all- and not just for the patient, but also for anything the family needs. I let them know that if I don't answer immediately, I am with another patient but will be in to see them as soon as I am finished. Because I am perceived as so dedicated, patients and families are less likely to overreact when they are kept waiting. This doesn't work well every time, but I think it works well about 97%-99% of the time.

[TrevyRN, BSN, RN]

Golden ... customer service communication skills :-)

[The_Optimist]

Motto: "It's nothing personal". It is not always about you. But sometimes, yes is all the response that you need to say.Just be sure to follow up with it.