Complaints About Other Shifts

ktwlpn, LPN · Apr 7, 2003

Originally posted by cokie
have had many complaints about nurses other than myself at my med-surg job. something about my manner (caring?) makes people feel free to #1, ask for pain med, #2 complain about the care they are receiving from other nurses. i don't invite this by asking how their stay is going or anything of the sort. i ask how they are doing.....i know that i am not allowed to agree, so i don't, but i don't argue either, as that will aggravate. i listen, nod, tell them i understand why they would feel that way, and ask if they would like a complaint form.....seriously, it gets very tiring. anyone else experiencing anything like this, and how do you handle it.......

In my experince the patients that will complain to you about the previous shift nurse is going to talk about you to the next shift-often these patients are manipulative and bored...If they have legitimate concerns I would encourage them to follow your procedures and get your manager involved...Are you hearing complaints routinely involving the same nurses? Could it be that you are more of a warm fuzzy nurse and the others are not? Older patients often take issue with the brisk and professional businesslike behaviors...And maybe you just are very good and they notice...that's a nice pat on the back for you....You are probably the rose amongst the thorns....

Tweety, BSN, RN · Apr 7, 2003

They probably are saying the same thing to the nurse that follows you, it's their way of manipulating you to give them what they want.

Then again, could be your caring and compassionate and understanding attitude that they spot right away.

karoline · Apr 7, 2003

I agree with 3rdshiftguy that patients that complain about others to another nurse will complain about them to someone else. I was a peds nurse for quite a few years and parents often would play one nurse against another to get what they want.

cokie · Apr 8, 2003

i was afraid of that. maybe that is why they never want to fill out the form, they just want to manipulate. had three pt. complain on the same night, that is why i started to think that maybe there are nurses who are making these pt. feel unimportant. remember though, they think everyone is a nurse, because we all dress alike, so the rough care could have been at the hands of a cna, i'm not sure. one man told me that they made him feel like he was homeless, or something. (his words), another was telling me that he felt that they were uncaring, and careless, and his roommate piped up and agreed with him. only one of these three struck me as the type that would manipulate, but i had taken care of him one week earlier for one night and he had been happy and we had a nice long conversation. so, no one thinks that maybe there are nurses who are not nice...............

Tweety, BSN, RN · Apr 8, 2003

If there is a trend of multiple patient complaints, perhaps there is a problem you should discuss with management. Patient satisfaction is very important where I work and our manager would appreciate knowing such information. Of course for the sake of peace you might ask her/him to keep you anonymous.

The previous shift may have a bad atmosphere and attitude that the patients are picking up.

MandyInMS · Apr 8, 2003

I agree with the above postings r/t pts complaining about previous shifts..then turning around and doing the same to my shift...had it happen quite a few times..only takes a time or 2 to figure out who has a legit. complaint and who is just a sh*t stirrer.

nowplayingEDRN · Apr 8, 2003

I used to get that when I worked in a civilian hospital. It does not happen quite so much now that I am working in an Army hospital. I attribute it to the fact that it is tiny (32 beds) and usually the people that work there have a higher professional standard than most people I worked with in my old facility. Not only are they extremely professional but strive to provide excellent patient care. Occasionally it happens and I just give then support and reinforce that the nurse before me is an excellent nurse and very experienced and that I am sure that nothing was meant by the problem, that the nurse is very old school in her training (meaning all business and starch) that usually alays any fears and upsets and then I approach the co worker that was complained about and let her know so she can try and work it out with the patient...and if all fails....we write it up as a memorandum for the record incase a complaint is lodged formally.

cokie · Apr 8, 2003

thank you all for your imput. i am going to schedule a meeting with my nurse manager. see how she wants to handle it. i think it is a pervasive problem...mass burnout??????

nurseandmom · Apr 9, 2003

That sounds like the best way to handle it. I have also experienced patients who for some reason get off on pitting staff against each other, on the other hand, if this is about one particular staff member then you should speak to your manager. Does your manager make rounds on the floor checking to be sure the patients are happy with their care?

cokie · Apr 9, 2003

in answer to your question about my nurse manager making rounds.....i work from 1500-2230, and she goes home about 1600. what i have seen, is that the white coats only go into the room if the pt. has a complaint. not sure what they do on days. thank you for the imput, i am still debating what to do..........