Any advice on how to deal with families that don't feel that you do anything right? I just left a situation this morning where the family is angry over the care and took it out on me, even though I had never had the patient before last night. Even the doctors were going at it with each other. It was really tough to sit there and get yelled at for things that you have no control over. I really wanted to cry, and did a little when I got to my car.
I know this won't be the last time this happens, so how do you deal?
I'm still a newbie, even though I have been a nurse since May, so I'm still not sure what to do.
Jan 19, '05
I apoligize to the family for any care they received that they were not pleased with. I ask the specifics and offer to arrange for a different nurse for them for the next shift. I tell them that I will report this to the night charge nurse and ask if they would like to speak to the supervisor. I also clue the doctor in on what has been going on. They are 99% wonderful about it, if they know your side ahead of time. This diffuses the family and the doctor to the point that they realize that it was another nurse and not me, not the hospital, who did not properly care for their loved one. I take good care of them for the rest of my shift, like I would for any other patient and make sure they know to call for me by name if anything comes up. It works for me. Families can be very difficult to deal with. I've had to bite my tongue more than once. I love the ones who say they are going to sue me. My response? If that's what you feel you need to do then that's ok with me. And you really gotta love the patients who threaten to leave AMA, like it's hurting us in some way?
Last edit by DutchgirlRN on Jan 19, '05