better way to handle the BS

[pm2rn]

What is the best to handle the BS of ER and the repeat offenders. Is there a new book? I don't want "who moved my cheese" crap. Do you sing barnie songs in your head? do you go to a happy place in your head? I want to tell them where they can go with there complaining and narc rx begging/work notes. It seems the more i try to ignore the crap the more insane it gets. Come to ER for hair loss today and complained about waiting on sunday night, but management kisses their butt which makes it worse. It just seems to be getting out of control. I have seen alot of senior nurses burnout of this and trying to prevent it. Any help would be welcomed. Willing to try anything.

[VICEDRN, BSN, RN]

Go to a big inner city er where wait times stretch 10-12 hours and there is less emphasis on customer service. Or go into icu where only sick people go.

[mmutk, BSN, RN, EMT-I]

Go to a big inner city er where wait times stretch 10-12 hours and there is less emphasis on customer service. Or go into icu where only sick people go.

I work in the ICU as well, and I hate to tell you but we have our repeat offenders too. Not everyone is ventilated and sedated.

Not to mention the families.

[VICEDRN, BSN, RN]

I work in the ICU as well, and I hate to tell you but we have our repeat offenders too. Not everyone is ventilated and sedated.

Not to mention the families.

Oh I know because we send them there but this poster is asking about cutting back on bs. I assume op knows that eliminating it is impossible. Didn't mean to minimize your own set of problems. :-)

[sserrn, BSN]

With the current, increasing emphasis on pt satisfaction scores, we nurses are little more than glorified waiters. At some hospitals, I sometimes think they'd be ok with us overdosing a pt and killing them, as long as we didn't offend the family in the process...

[amarilla, RN]

Go to a big inner city er where wait times stretch 10-12 hours and there is less emphasis on customer service. Or go into icu where only sick people go.

I have to second this, (the former not the latter). I was a MS / Float nurse unhappy on the floors. I worked for one of the biggest hospital systems in the area and we had shiny new everything from floor to ceiling; we also had horrendous customer service initiatives despite consistent understaffing and overburden. Customer ruled the roost, period.

I left and went to the ED of a much smaller facility. Out with the shiny new and all of its expectations; in with manager and charge telling me 'just try to do a good job and we'll back you up against the nonsense'. To think - all those people I knew who were aghast that I'd leave 'such a wonderful hospital'...looks can be deceiving, yes?

VICEDRN is right - go an inner city ER where you don't have to smile and apologize for their experience when people bust your chops and you're allowed to just do your job.

[ecerrn]

With the current, increasing emphasis on pt satisfaction scores, we nurses are little more than glorified waiters. At some hospitals, I sometimes think they'd be ok with us overdosing a pt and killing them, as long as we didn't offend the family in the process...

Isn't that the truth. If you can't leave yet, you have to make up some canned responses that put you in a positive light. Consider it a challenge and practice for your acting career. Always maintain a professional demeanor and don't let it under your skin. People can be nasty sometimes but you don't have to be...bless your heart. :-)