I don't know what to do - page 2

I have been working at my hospital on the med/surg floor for eight months now. I had a patient with fussy family a few days ago and I expected that they would file a complaint because nothing we did... Read More

  1. by   Daytonite
    Well, I see you as having two choices:

    (1) just forget about the entire thing and don't bring it up again. If it shows up on one of your future evaluations just write a note on the evaluation (you are allowed to do that) disputing the claim.

    (2) Quit and go look for another job.

    If they are going to watch you, OK. They are going to find that you're not playing games on the computer. I don't like that you weren't believed and were literally accused without them paying any attention to your side of the story. It's also quite possible that the family saw someone else doing the dirty deed, but for some reason your image stuck in their mind. Really, you can't win this fight. The customer is almost always going to be seen as right. If management is going to act the way they did, however, I would saddle up and move on because I would be getting into a battle with the powers that be and being asked to leave anyway. :smiley_ab
  2. by   Goldenhare
    Quote from sickandtired
    alongbella, you gave some absolutely terrific advice, a primer on Defending Yourself 101... thanks!

    HEY! You don't think I picked the wrong career AGAIN do you. Maybe I should package "Defending Yourself 101" and sell it on infomercials.
  3. by   Jerico
    Patients can be weird:

    We had a lady who lodged a complaint against "a voice". She wanted to hear ALL of the nurses in the department speak to her on the phone so she could ID who it was that was rude to her on the phone.

    Incredibly, supervisors had all of us speak to her!
    The lady ID a nurse who WASN'T even working the shift the lady had initally called on!

    Dumb, dumb, dumb.
  4. by   maryk650
    I have been in nursing for 30 years. If this is the only complaint filed against you, don't sweat it. I am sure there will be many more in your career. Your supervisor was only doing what the guys upstairs told her to do. I do agree that you need more proof than just the family's say so. There will be a lot of times that you cannot satisfy the family even though the client you were taking care of did not complain. Hang in there. If you know you are doing a good job, give yourself a pat on the back. No one else will do it.
  5. by   DeLySh
    I just will never understand the need for others who feel ignored or sleighted in any way to go after other people's livelihoods (ie. their jobs) and then are so proud of what they have done to this person or people.

    This never occurs to me and when someone else brings up how they would do such and such and that person would lose their job, I think to myself, "Is this really that important that someone should be out of work? Were you irreparably harmed or was your livelihood damaged or threatened?"

    Keep your chin up. There are wonderful people left in the world still.

  6. by   Antikigirl
    I am sooooooo with Alongbella! And I am sorry to hear this happened! It happens too often...and believe me, I worked in an assisted living center that has this happen on a constant basis with people that couldn't remember eating five minutes after they ate, but remembered someone doing something three days before???

    You can't discredit a patient for what they say occured at any given time, but you can document well during your shifts and provide information and implementations to help lower the risk in the future. All complaints, large or small...are to be investigated...so this is not uncommon, just proove your case, and come up with some solutions if you can think of them.

    If it is a computer probelm..that is easy enough to stop. To access any programs on a computer, one only needs to set up a access code/password to access the program...so if that is a probelm, then simply suggest that . That way you look right as rain and proactive !

    Good luck to you, and thank goodness the complaint was simplistic vs the many we got about 'stealing' or 'inappropriate touching' or 'harrassment'...those are so much harder to prove innocence with (yep those times where you are guilty till proven innocent!)....
  7. by   wooh
    I think I know your manager! For future reference, I like to let my manager know about trouble makers ahead of time. "A lot of the staff has been having trouble with room 423's family. My understanding is yesterday they were upset about such and such even though Nurse p tried to rectify that, and then last night they were upset about this. I did this to try to rectify things, but that didn't seem to work, and with my load last night, unfortunately I wasn't able to do much more than that. Perhaps a visit from you to head off any future problems could help so they feel that we're not just responding to their concerns but that even our management cares about their concerns? And do you have any other ideas on how we can make their stay more pleasant?" Or something along those lines...
    Get your story in first, and 9 times out 10 you get the credibility.
  8. by   pugmum
    Quote from alongbella

    hey! you don't think i picked the wrong career again do you. maybe i should package "defending yourself 101" and sell it on infomercials.
    $$$$$ :chuckle
  9. by   hipab4hands
    If you were able to give the patient's meds on time/ any tx ordered/ answering call bells/etc., then you did what you are being paid for.

    It sounds more like the family had unrealistic expectations about how much time you "should" spend with the patient. If the family felt the patient needed more one on one time with a nurse, then the family should have notified the doctor. The doc could have arranged for pt to be transferred to another floor with smaller nurse to patient ratios.

    If the family just wanted to someone there to hold the patients's hand and provide companionship, then it was the family's responsibility to have a member there to provide that service.