Come backs...

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Okay, looking for some new come back lines or some input as to a way to say certian things in a way that I am not being nasty but getting my point across:

1. Pt. talking on the phone while I am trying to triage, assess, or discharge.

2. To many patients family members in room- can't barely get to the patient. (Even though there is a sign stating 1 visitor per pt.)

3. Pt's or thier family members standing in the doorway/hallways listening to everything at the nurses station, staring the doctors/nurses down being impatient.

4. How long is the wait today? Do you tell the pt's it is going to be several hours??

5. The patient that is on their call light every few min. for stupid things.

6. The family member that rings the call light constantly to adjust mom's pillow, feed her, fix the blanket, get water etc.

7. "I had to wait here 6 hours last time and you (the ER) didn't do a *@#! thing and it better not be like that this time"

8. Little kids running around the ER, in the room even though there is a sign at the door stating no visitors under 12.

9. Family members, friends, cousins, etc all calling for the same patient, we don't have phones in the rooms and this is very time consuming and then when you ask to have one person designated to call they get nasty or state- I don't have that phone number and can't get it unless I talk to ---(the pt). or worse- you have 50 people calling to "give messages" to the patient. HELP!

I know this list is long but would appreciate any tactful way to get my point across without sounding like a bi#$@.

Thanks

PS any others you can think of or situations you have dealt with let me know- always looking for input on how to deal with the difficult people - please add!!!

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well....

how long is it going to be?

answer: "and what time was your appt?? oh, that's right - there wasn't one...."

for pt's on the phone ...

answer: "hang up the phone now, or get placed behind all the other pt's"

call light pt's ....

answer: (i once truly told a pt this, my co-workers still laugh)

"do not ring that button unless you are having chest pain or you cannot breath - otherwise, i don't want to hear it"

for those extra people....or eavesdroppers...

answer: simply tell them to leave

for those who have multiple phone calls/messages....

answer: go to the pt room - tell them that the ER is busy and they need to let family/friends know to stop calling - provide them w/ the phone if neccesary.

and my most favorite answer to absolutely any complaint/gripe of pt's re: care, past care etc....

in the nicest voice and most pleasant smile "I understand that due to your lack of medical knowledge it is difficult for you to understand, but.......(and then explain an answer to whatever question they asked)...... it kinda answers their question, shows them how stupid it was to ask in such a way....and says f$&% you in a pleasant way......:chuckle

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I like Althomas answer for the pts who don't get off the phone when you walk in.

As far as having too many visitors, our policy is also 1 visitor per pt, and is usually strictly enforced with some exceptions, like parents of small children.

#3 is my pet peeve, usually it's the family members standing at the door, walking in the hall, and some even trying to peek in other rooms to see whats going on. :rolleyes: I always ask them in a firm voice to remain in the room with the patient, or they can go to the lobby, because they are compromising the privacy of the other patients.

It seems like everyone wants to know exactly how long the wait is, how long it will take labwork to get back, etc. I usually try to overestimate the time so if the wait is shorter than my estimate, they are happy, if not, they were expecting it anyway.

Most of the time it depends on the person you are dealing with, some people you just can't please no matter what you say or do.

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For people that are nosing around, try to find out what is going on with other pts, I usually say quietly,"Excuse me, I need you to return to your( room, waiting room, whatever,)how would you feel if this were (you, your mom, dad, child,whatever) and strangers were looking in?"

Altho I have also been known to say,"Do you see something you want to buy, or are you just browsing?"

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Specializes in Public Health, DEI.

I think you may just need to remind yourself that you are not there to support violation of hospital rules, rude behavior or satisfy everyone's "need to know". I never worked in a hospital without phones in the rooms (other than ICU and I never worked there) so that one I never dealt with. The others, though, I was just firm and clear about what needed to happen. We need to provide professional and compassionate care, but that doesn't mean we have to be put up with patients and families behaving badly!

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:devil:

my favorite when pt's and or thier visitors (and alot of time the visitors are the worst) get.... well you know. "and you went to what medical school?" :roll

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Originally posted by MAGIK GIRL

:devil:

my favorite reply for when pt's and or thier visitors (and alot of time the visitors are the worst) get.... well you know... is "and you went to what medical school?" :roll

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This is one chance to use HIPPA to your advantage. Just say, " Sorry, due to federal guidelines and HIPPA, only 1 visitor, no phone calls, can't give out info, stay in the patients room, no looking at the pt board for your friends names, no more eavesdropping...etc...." I never hesitate to tell people to go to the waiting room, they are violating other patients privacy and such. and I don't ask them, I pleasantly "tell" them.

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Originally posted by momoftriplets

This is one chance to use HIPPA to your advantage. Just say, " Sorry, due to federal guidelines and HIPPA, only 1 visitor, no phone calls, can't give out info, stay in the patients room, no looking at the pt board for your friends names, no more eavesdropping...etc...." I never hesitate to tell people to go to the waiting room, they are violating other patients privacy and such. and I don't ask them, I pleasantly "tell" them.

:devil:

don't ya just love havin' the "power" ?:roll

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Specializes in Community Health Nurse.

Where I USE to work, there was only one statement that the nurse needed to be mindful of when dealing with patients and family members:

"The patient is always right. It's their right to have their own way. Do whatever it takes to see to it that they get what they want when they want it, or if you don't.......it will become a BIG 'PR' issue."

As long as we nurses kept that in mind, all was well. To heck with the stress placed on us for trying to do patient care safely and without 'PR' on our backs.

Nurses were the only ones scolded. Docs got their way, patients, visitors, and family members got their own way, and no matter how good you tried to do your job......it was never good enough. Treat 100 patients well, and no glory for you. BUT...let ONE doc or patient get unhappy and you were crucified for it.

There is NO mercy on the nurses!

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I think the way to deal with most of these situations is just use firmness. I always fall back on the saying "I don't make the rules, I just enforce/follow them. It seems to work most of the time.

As for the question we all love "can you tell me how much longer?" I just tell them; if I told you a definite time I would be lying.

I however, do not tolerate rudeness or verbal abuse. I know the patient is the customer and we cannot refuse treatment, but there is nothing in my job description that says i have the be treated badly by anyone.

I may come off as being harsh sometimes, but it is my job to take care of patients and that is my number one priority.

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Specializes in ER,ICU,L+D,OR.

Cant do that nowadays with Press gainey, and all that consumer satisfaction stuff.

the good old days

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