Can anything be done about feeling like a waitress?

[DutchgirlRN]

Don't get me wrong. I believe patients should have nourishments and drink all they can if there's not a fluid restriction. I never mind getting them ice, drinks, fresh water, etc......

My problem? Our nourishment room door is locked because too many pts and family members have raided it in the past. So the only way to get something is to ask a staff member. The nourishment room is just across from the nurses station. Doing charge I am "constantly" interrupted to get coffee, water and cokes for visitors and family members. You would think they would see that you are busy, signing off charts, talking to staff, talking on the phone, but no "can I have coffee?" I hate to say no but somedays it really gets to be a problem. I have to walk around the station, which is large, open the door, get their stuff, etc.....Any polite ideas about how to handle this? I've tried asking "who is this for" but they catch on and lie and say it's for the patient. Sometimes I say Ok I'll bring it to the room because I really can't stop what I'm doing. Does the public not realize how much trouble it is? or how inconsiderate to interrupt someone doing their work? I wouldn't consider doing that. Once I was so mad the person asked me to go into the kitchen and make them a meal. I told them that as long as they could walk they would be expected to go to the cafeteria and purchase their meal like any other visitor. We do make acceptions for elderly or mothers of children. But gees!

[Nurse-To-Be-Joy]

I also am a pre-nursing student, but have been in and out of hospitals and nursing homes for many years because of a health problem of my own and my mother before she passed away.

When my mom was in the hospital, I knew who her nurse was every day, and would never bother her for little things, especially things for me. (I would never go to another nurse unless there was an emergnecy.) Even when my mom was in the ICU and I would spend all day there, I never once asked a nurse (or any other staff member) for food or drinks for myself. That is what the cafeteria is for.

When I had worked in a hospital as a transporter/housekeeper, I could not believe the nerve of some families that would raid the refrigerator, in a clearly marked staff-only room. I had even seen one family member (a 30ish man visiting his mom) fill up a small bag with crackers, jello, juice boxes, etc (right before leaving the hospital). This is not allowed, but I have seen so many nurses allow the patient's families to "help themselves" so they wouldn't have to be bothered.

[sweetielin]

in my small hospital, we have a small kitchen directly across from the nurses station. it has a big sign on it stating only staff are allowed inside and that all snacked and drinks are for patients only (except coffee, which is available to everyone). we have several family members come to the nurses station and ask for coffee when see that we are running our behinds off. i don't mean once or twice. i mean the same family member coming 10-20 times a shift, then asking for 2-3 cup at a time. what really ticked me off is when you are passing meds and someone comes up to you while you are at your cart pulling meds and asks for coffee/snacks. i always tell them "i'm sorry but i can't leave my cart. you will have to ask someone else." i know this may seems rude, but i cannot leave my cart out in the hall unattended for someone to rifle through and steal meds off of it. our cnas do pass at snack cart at the beginning of the shift, but it is only for patients. that does not stop family members from trying to get ice cream, cokes, or other things from it. when they are informed of our policy, they get mad. of course it doesn't help when some of the employees give them things from out kitchen. also with blankets, we do supply them for family member who stay with patients if we have enough. but some family members want 4 or 5. do they not understand that we only have so many? as for the security guard, he was totally out of line. our security guard gets his own coffee and even makes it for the rest of us. whoever notices it's getting low or it's cold makes it. one of our security guards even will answer call lights and telephones when we are busy if he is up there.

[Bipley]

Just out of curiosity, how much trouble can you get into for mouthing off like that to someone in a hospital? The pharmacy I work in is a nationally recognized chain and they are concerned with customer service and 'the customer is always right' but is it the same in a hospital?

CPhT's in a retail sitting eat pooh for a living. Sorry, but it's true. I worked as one through nursing school and I still teach on a PRN basis.

OSCO and Walgreen type places will put the patients/customers first even when they are dead wrong.

We had a patient that wanted her free AHCCCS (Az version of Medicaid) NOW and was not willing to wait. The drug wasn't even covered by AHCCCS and she was mad as could be. She began screaming at the pregnant RPh that she hoped she miscarried and the baby died. The RPh asked her to leave the pharmacy and when the AHCCCS patient complained to management they sided with the patient and chewed the butt of the RPh for not getting an over ride. (Wouldn't have done any good, AHCCCS simply won't pay for that particular drug)

When you work for the huge chains you deal with it or you find a place with a little sanity to work.

[Bipley]

DELEGATE. CNA's, PCT's

Our CNAs and PCTs don't have any more time than I do to play waitress.

[flashpoint]

It never ceases to amaze me...I don't know if I am starting to whine more or if the patients and their families are getting more and more off the wall. :)

We had a lady come into the ER a few nights ago at 2:00 AM...she was a bit dehydrated, so we gave her a couple liters of LR and some phenergan and had orders to dismiss. It was chilly outside, so I opened the ambulance bay so her sister could pull in there so the patient wouldn't have to go outside. After we went over instructions, the sister handed me the patient's coat and told me to go put it in the dryer for about 20 minutes to warm it up. I told her we don't have access to the laundry at night and even if we did, I had no idea how to work the dryers...she told me to call someone from laundry to come in and take care of it. Needless to say, I did not call in laundry.

The next day, she called the administrator to complain...and the other nurse and I got a cute little brochure about customer service.

I really do love my job...

[Marie_LPN, RN, LPN, RN]

Our CNAs and PCTs don't have any more time than I do to play waitress.

Thank you.

___

[Bipley]

Thank you.

___

You are welcome. That comment hit a sore spot with me.

[Marie_LPN, RN, LPN, RN]

Me too. And it wouldn't solve the problem, it would just promote the idea that CNAs and PCTs are the servants, not the nurses.