Best approach to patients and relatives complaining about "long wait."

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I am working at triage most of the time and always in the frontline to face unhappy clients complaining about "long wait". What do yo think is the best approach on this? Thanks.

:idea:

What I would LIKE to do with all the complainers with minor or PCP generalized complaints: Take them on a guided tour of our ED, pointing out ventilators, codes in progess, compound/exposed fractures, burns over 90% of body surfaces etc... and say, "when you look THIS bad, we will rush you right back"

But the good ole folks at HIPPA don't take too kindly too that. So what I usually say or do: Ma'am/Sir, you will be seen as quickly as possible. However, due to the EMERGENT nature of our department, I can not estimate how long your wait will be. Life and death and imminent loss of limb take priority and may cause substantial delays in your treatment time. If you feel there is any change in your condition which warrants re-evalutation during your wait time, please let me know"

Some times, I just wish I could hang the same sign in triage that my dentist has in his office. "Your lack of planning does not constitute my emergency"

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Specializes in Peds, ER/Trauma.
If you feel there is any change in your condition which warrants re-evalutation during your wait time, please let me know

Be careful saying this, though- I cannot even count the number of times people have magically developed "crushing chest pain" after deciding the wait was too long......... :icon_roll

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Specializes in Emergency.
Is there a reason why non-emergent patients could be directed to an Urgent Care Center? It would make sense to have one next to the ER.

That takes money something most our patients generally dont have any of. Because also, when we get the to the back after pain meds the want something to eat as well.

Rj

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Be careful saying this, though- I cannot even count the number of times people have magically developed "crushing chest pain" after deciding the wait was too long......... :icon_roll

too true.

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"Hold on let me access my crystal ball......."

Some people laugh with me, some people don't...

What I really love is the arm-cross and foot-tap routine accompanied by the stern glare - YEAH that'll make things go faster...:icon_roll

*sigh* I love my job!!!

:cheers:

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Is there a reason why non-emergent patients could be directed to an Urgent Care Center? It would make sense to have one next to the ER.

We actually have an afterhours GP unit right next to the waiting room (it's a shared waiting room). It started in August '07. We as triage staff are NOT allowed to suggest pts see the GP, rationalle of Admin is they have presented to triage, they are seen in ED. Also dependent on the GP on this can actually increase our work load.

I will often let pts know how many pts are ahead of them but remind them that if an emergecy comes in this will delay them more.

Often pts will give the threat (so they think) that they are going to "Write to the Minister of Health" at which time i offer them a pen and paper, most times it stops them in their tracks.

Cheers :cheers:

Hope '08 is a good one

Schoona

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Specializes in OB, Telephone Triage, Chart Review/Code.

I was originally thinking that the UC could be part of the hospital with triage nurses sending those non-emergent to the UC for care.

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It may be able to work that way in the USA, but in Oz (NSW to be particular) it doesn't. I wish it could. When I worked in the Northern Territory 20 + years ago, it did work that way.

Schoona

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Specializes in Tele, ED/Pediatrics, CCU/MICU.

Beeee careful with the "directing" to other hospitals and facilities......

COBRA/EMTALA anyone?

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Specializes in Emergency & Trauma/Adult ICU.
Beeee careful with the "directing" to other hospitals and facilities......

COBRA/EMTALA anyone?

Good point, but the two previous posters are in Australia.

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Specializes in ER/EHR Trainer.

Thanks to television and new reports everyone seems to have chest pain. Our new problems are 20-30 yo with cp, we are doing more ekg in last six months than we have in the past two years.

Thanks news television.

I always advise that ambulances with high acuity patients, and walk ins with high acuity are always taken first. It's getting harder and harder to deal with people who are sick and used to fast food service...they want quick medical treatment too!

Our urgent care has become overwhelmed! What once was a steady stream and manageable is now getting plugged up. It has also become an overflow for urgent beds, workups, and admits from cellulits, I&D infections, even blunt trauma and fractures. If anyone heres about a quick fix they tell everyone, we've become mired in PMD type visits.

This is why a national healthcare plan is needed....stop flooding the ER's with regular illness....or the next emergent case may not have a bed!

JMHO

Maisy;)

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My idea, that will probably never happen is to have a large electronic display showing the average wait time for non-emergent care. People will still be upset if they haven't been seen in 2 hrs, but less likely to go off on the triage nurse if they can see that the average wait time is 5 hrs. It also, if displayed adequately enough, stop people from signing in if they understand from the start that they are looking at a long wait, thereby making the wait time less.

personally I think they should give us tazers for this sort of thing

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