Complaint

[Snowchild]

Good afternoon,

I have posted here and there, and have received good support from my fellow nurses. I have something new that's bothering me, and I am hoping by putting it in writing and asking for advice, I can get past this.

I have worked 3 years in my current role as an intake nurse/marketing specialist for a managed Medicaid long-term program for the elderly. I have successfully brought in many new participants in this time and I have a wonderful, supportive supervisor, plus the few other team-mates in this position (intake/marketing is a very small department) are as well. I consider myself lucky in this regard.

A few days ago, however, my manager got a complaining email from the director of site operations for one of the elderly centers. Background: Crunch week for getting new participants enrolled for the following month is the immediate week leading up to the deadline of noon on the 20th, when everything has to be submitted to the county. It can be a busy, stressful time for everyone, but somehow we all pull together to make it happen. One of my jobs is to present my participant on a Microsoft Teams intake and assessment meeting, where the participant's needs are discussed and an initial care plan is developed. I have never heard negative feedback from anyone in all of this time.

There were two participants who for one reason or another, were particularly challenging in figuring out a few specifics for their needs. However, we were able to collaborate and it worked out.

My manager was in on the Zoom meeting and said I did a good job (she always compliments me). But right after the meeting, an email came in from this director of site operations complaining about me, saying in her email that she didn't feel like I was prepared on the meetings and I didn't know my people well. My manager let me know that she has worked with this person for many years, and doesn't have much regard for her personally, although she is good in her role. She says not to pay attention to this and to know that she thinks the world of me and that I am doing great. 

I am trying to get past this, but it really stings. I am always aware of things I can do to improve myself and unfortunately sometimes participants are not forthcoming with me, so I am presenting their cases with the best and honest assessment of what I see are their needs, but still. 

Has anyone had other departments send emails like this to your manager, and how did you respond (if at all)? I feel like it's a really **itty thing to do. 

[sideshowstarlet, BSN, RN]

I'm sorry. It doesn't sound like this person's opinion carries much weight with your manager. To be honest, if I was your manager, I would have weighed my experience with this person (whom your manager said they don't have much regard for personally) with my experience working with you and judge that email as something that did not need to be shared with you. It doesn't sound like an email with specific criticisms or a path you can take towards improving your practice. It sounds like this person wanted to complain about something, and you just happened to interact with that person on that day.