Brain surgery last week, then coming to ED for pain. Wait 4 hours to be seen.

Nurses General Nursing

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Nurses, I want to know your take on this situation.

I'm not a nurse, just a student. I volunteer at the ED. Families talk to me about what's going on and I listen.

This family came in and you could just see something wasn't right. They started talking to me and their son had been in the ED since last night. He had brain surgery last week. He came in because he said he felt pressure and pain in his head. They had him wait 4 hours.

Now, I know I don't know very much, but it just seemed like to me that if a person comes in with that kind of pain and they knew he had surgery, wouldn't it be more of a priority to get him seen? This guy clearly felt horrible. My immediate was reaction was well what if there was bleeding in the brain, which is exactly what the family was concerned about.

They were so polite, just the nicest people, despite what they were going through. I know the doctor and nurse didn't answer all of their questions and they did leave today, but you could tell they were not satisfied at all. I gave them the patient relations number and advised them to speak with them about the matter.

As a nurse, would you think that he should have been a higher priority, at least to make sure there wasn't any bleeding? I know I don't have any more details really to give, but based on just all of that info, what do you think?

I'm going to assume the nurses and docs did the right thing, but people do make mistakes. I'm just curious what your experience would tell you.

Thanks!

Specializes in ER, Trauma.

My first thought would be, did you call the surgeon who did the brain surgery last week? We've never seen him before possibly, and in any case we'd be starting from scratch where the surgeon knows him inside out literally, and might have been able to help you much faster. Your own post says he went home, so presumedly he appeared non-life threatening on arrival. At the city/county hospital I worked at, people might wait over 24 hours to be seen. Is this post about inappropriate care by staff, or inappropriate expectations by family?

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My first thought would be, did you call the surgeon who did the brain surgery last week? We've never seen him before possibly, and in any case we'd be starting from scratch where the surgeon knows him inside out literally, and might have been able to help you much faster. Your own post says he went home, so presumedly he appeared non-life threatening on arrival. At the city/county hospital I worked at, people might wait over 24 hours to be seen. Is this post about inappropriate care by staff, or inappropriate expectations by family?

I would not have been so forthcoming with the means to complain unless it was specifically part of my duties.

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Specializes in Peds, PACU, ICU, ER, OB, MED-Surg,.

I don't want to commit any lateral violence, but I wonder if this is a way to get the "rude" nurse from the other thread in trouble. Perhaps you are thinking that she can be reported for not triaging correctly?

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Specializes in ER, Trauma.
I don't want to commit any lateral violence, but I wonder if this is a way to get the "rude" nurse from the other thread in trouble. Perhaps you are thinking that she can be reported for not triaging correctly?
Good catch! Now I know why I've always liked redheads!
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Specializes in Peds Medical Floor.

If he went home after being assessed I would assume he was fine. Not an ER nurse but that makes sense to me. Just curious are you a student nurse happy2learn?

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This has nothing to do with my previous post. 2 different shifts.

And no I don't "hate" nurses. Seriously. That's ridiculous. I want to be a nurse. Why would I want to be a nurse so I can work with people I hate?

I was genuinely curious about the situation. I never said the doctors or nurses did anything wrong. I was just asking about it because I wanted to see different perspectives.

Thank you everyone who answered my question without trying to assess myself as a person. You've all provided great information. That's all I was looking for.

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It could be a priority if they had docs available and not too many patients that came in. If docs are working with trauma patients they can't just leave them and take the guy who had surgury last week. If his condition changes and can't control himself or the pain ( like it happen in HOUSE) I am sure he will get immediate help. It is sad to see people wait long hours but they have to also understand that there are patients who are facing death at that moment.

I am not an expert but this is how I think.

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Is this post about inappropriate care by staff, or inappropriate expectations by family?

It's neither. I was just curious how other nurses other look at the situation. That's it. No hidden motive to attack someone or anything. I assume they did the right thing because this is a well known hospital and the staff are quite competent.

I just like to learn different things and see different perspectives at situations. Obviously my perspective is jaded because of having contact with the family, which is why I wanted an unbiased opinion.

The system actually had him as "dizzy/nauseous/headache."

But I think everyone has brought up some really good points to think about. Thank you everyone!

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Specializes in Peds/Neo CCT,Flight, ER, Hem/Onc.

A gentle word of warning to you...If you like your job I don't think it's a good idea to be offering the number and encouraging patients to call patient relations unless they specifically ask for it or are complaining to you about their care. Especially if you are not privy to the "big picture". Management will look poorly upon this and it will come back to bite you in the butt.

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They were complaining about their care, which is why I gave them the number. That's what it's there for.

I don't just offer the patients relations number for no reason.

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Specializes in Medical.

I'm with the majority - if post-op bleeding occured to you as a possibility, I'm sure it crossed the mind of the triage nurse. As a student there are many things you don't see, including ongoing assessment and surveillance. In my experience, these are also things families don't see, particularly if they present with expectations (like instant intake to ED, a CT scan and neurosurg r/v) that aren't met. It doesn't mean the patient's getting inappropriate care, though. In my experience, doing anything that reinforces their belief that they were right erodes trust in the team and system caring for the patient.

I've certainly given patients and families patient liaison/complaint contact information, but I tend to accompany it with words to the effect of: "I'm sorry that you're unhappy with the care you've received. If you want to follow this up, you have a few options - we have a liaison officer to help in this situation, or you can contact the unit manager."

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Specializes in Peds/Neo CCT,Flight, ER, Hem/Onc.
They were so polite, just the nicest people, despite what they were going through. I know the doctor and nurse didn't answer all of their questions and they did leave today, but you could tell they were not satisfied at all. I gave them the patient relations number and advised them to speak with them about the matter. Thanks!

This is what you said and on which I based my response. There is no indication in your post that the patient or family complained about their care. I am aware of the purpose of a patient relations department and do not need to be schooled about it. I was just trying to keep you from getting yourself into trouble.

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