Patient Complaint - page 2

So, I go to get a patient from the lobby. She's a chronic low back pain, low acuity, recently seen for same with instructions to follow up with her PCP, returning today. Ambulates with steady... Read More

  1. by   BlueDevil,DNP
    If I know patients are misrepresenting facts, I correct them. I say something like, "excuse me, I think you are misremembering the sequence of events. In fact, here is the record of your prescription fills right here. Let's both refresh our memories." -Or whatever. I don't accuse them of lying, I always give them an out, confusion, misremembering, mix-ups, etc. They take it every.single.time. No one is fooled, of course, but it neatly sidesteps conflict.
  2. by   tokmom
    I don't let them get away with it, but like others have said, keep it neutral and give them an out in case their memory automatically improves.

    Pt's like this make me so angry. We had one 70 yr old woman that had been downgraded from ICU to Med/Surg. We needed to move her from the ICU bed to Med/Surg. She liked her room and was dropping the F bomb every other word because we were kicking her out of 'her' room. She even grabbed my badge and told me she knew how to fill out a complaint. Ugh,,the old bat. I lost it and told her to put my last name on it as well and spelled it for her. I then packed up her sorry, wrinkly body and moved her to Med/Surg..

    So..I feel for you. People like that can keep your temper simmering all day.
  3. by   NurseLoveJoy88
    I would just let it go.... If she files she files. You clearly did not do anything wrong.
  4. by   Hygiene Queen
    Quote from Kittypower123
    I work in an LTC/SNF and my favorite was the resident with PRN pain med (who wanted it the second she could get it) who told me she was going to call the administrator because she shouldn't have to wait just because someone fell in the next room.
    You reminded me of my pt who was mad she had to wait because the lady down the hall died.
    Good times
  5. by   Hygiene Queen
    I, personally, am always amused when pts complain about me... to me... because they have forgotten who I am.
    Yes, they typically do lie (or are demented or delusional or whatever) and make up some ridiculous scenario that in no way, shape or form ever happened.
    It is truly interesting to hear about the atrocities I supposedly committed just moments before.
    I play the game.
    I tell the pt how awful that nurse must have been and "I'll go find out who that was!"...

    Funny... but I never hear about it again from the pt.
  6. by   anotherone
    A majority of the AO3 patients I see could bennifet from an extensive psych consult.
  7. by   anotherone
    Depending on how I was feelign I would confront her. These are the type of patients that go and complain and are beleived by managment. Why shouldn't management/administration believe them afterall.
  8. by   leslie :-D
    Quote from Esme12
    Me, personally, I would not allow this patient to get onto the stretcher all by themselves. One can never tell how many "falls" occur when a patient who is in such "significant pain" attemos to "jump" onto the stretcher "with out any help" in their condition. :icon_roll I would take "Does this go any lower?" and code for "I'm in such pain and I need your help....I might fall and hurt myself"
    sorry op, but i have to agree with esme.
    even with a steady gait, she came to the er with c/o back pain.
    i am so not judging you, as i've made same type mistakes plenty of times, w/manipulative pts.
    but it's true:
    in this litigious society, it really is about being "the better player".
    it sucks, but it is what it is.

    as another poster suggested, just move on.
    nothing you can do now.
    and let us know if anything comes of it.

  9. by   psu_213
    A few months back I had a pt. who told me that he was in our ER a week prior. They went to d/c him, he stated that he fell when getting up from the stretcher and the nurse said to him "don't play games, get up off the floor, you have to leave." (Incidentally, I am 99% sure he did not fall and 100% sure none of nurses would say this to him.) Either way, he states he has now had a bad headache since that incident. Head CT negative (maybe not even a brain in there....but I digress). Anyway, when I go to d/c him, he decides he wants to speak to pt relations about this supposed incident from a week ago. As far as I know, nothing became of this.

    One other thing that has always bothered me: a pt. that is totally fine when only you (the RN) is in the room, but as soon as family shows up they are rolling around moaning on the bed like they have been shot (meanwhile, they are here with pinkie toe pain...of course it is 10/10 pinkie toe pain).

    Ok, one more thing I have noticed recently: people try and out-do each other with the CC. It used to be "vomiting." Now its "severe vomiting." "Can't move bowels" has turned into "severe bowel obstruction." And "coughing up a little blood" has turned into "projectile vomiting of dark brown blood."
  10. by   kcmylorn
    Of course these patients know full right well they are playing with peoples jobs and liveihoods. Thank You, patient satisfaction surveys. The word that describes this patient is "Manipulative". They just want to feel some control and power and that they have the upper hand. You have to beat these patients at their own game.

    I had a 28yr old male pt who was "demanding!!!!" I get him an appointment that very same day for a 'physical'. He was on the phone with his broadway act. When I told him there were no appointments. There were no aqppointments. We were all booked. He proceeded to tell me I was full of BS. My first reaction was to tell him he had a 'bogus' appointment at such and such a time and watch him sit and wait until closing, for an appointment that was never going to happen. But I knew I would be the one in trouble. Then he proceeded to tell me he was a doctor from Wisconsin but was in my state for business. His excuse(BS) made no sence at all. At that point I began, gritting my teeth, knowing that arguing with this fool was going to get me in trouble and go no where. Since he could not see my face, I began playing into the broadway act right back "Oh!, I am so sorry, DOCTOR!, How may I help you DOCTOR?!!. I could tell by the change in his squirrely voice that he was eating it up- being called Doctor!! So I continued after every sentance calling him DOCTOR. After this charade went on for approx 20 min, I had to get him off the phone and I had to get to my legitimately ill patients. I told him I had a patient standing in front of me dripping this huge amount foul, stinking, stenchy green pus all over my floor that was pouring out of a hole in their belly and I would probably need his advise on how to handle this, "you being a DOCTOR and all" could I call him back and ask him? Got that moron off my phone right quick.

    A female patient began ranting how our check in clerk was so mean, ignorant and stupid. I don't even argue with these people anymore. I told her, 'After I get done seeing you', I am going to report her right away, have her immediately fired and escorted by the police out of the building. That shut that woman right up. These kind of patients are very trying and challenging. This is how I deal with them.
    To the original poster- the next time a patient wants "the Nurse" you , reported but doesn't accurately remember what the nurse looks like- I would tell them: "You poor thing. How awful, I will report that nurse right away, and have them immediately fired. And I would say it with such a stone face. Give them broadway right back. And continue on with my shift.
    P.S- seeing her in the cafe eating- I would have walked upto her and poured more BS all over her- Oh Hi How are you feeling, I'm so glad your eating something to keep up your strenght!" Waht a B****
  11. by   MinnieMomRN
    People are so funny. Last night I told my patient to let me know when she moved her bowels so I could send off a Guiac. Later in the shift I was passing her door when she called out to me. I come to her doorway, and she says "oh no, I needed to tell my nurse that I moved my bowels, but that's not you". I say "Oh, it's me", as I put my glasses which I was wearing on top of my head back on my face, "see"? Nothing. She looks at me suspiciously, says nothing, and watches me like a hawk as I take the stool for Guiac. Yup. It's come to this. I am a random stranger, prowling the med-surg floor looking for stool to steal.
  12. by   Esme12
    [QUOTE=psu 213;6033375]A few months back I had a pt. who told me that he was in our ER a week prior. They went to d/c him, he stated that he fell when getting up from the stretcher and the nurse said to him "don't play games, get up off the floor, you have to leave." (Incidentally, I am 99% sure he did not fall and 100% sure none of nurses would say this to him.) Either way, he states he has now end quote

    Don't be so sure.....I have, on rare occasion, had had enough of the Bullhorns and games and I remember a particular patient with a diagnosis of "pseudoseizures" about the gazillionth time drop on the floor because they wanted food, drink, pain med, a room, admitted....and said just that "Get up off that floor, I've had enough of you and tonight I just don't have time"
    Probably not my finest hour but sometimes ya just gotta do whatcha gotta do
  13. by   Time4dilaudidyet
    At the hospital I work, it's all about the Press Gainey scores, nurses are guilty til proven innocent. These type patients can cost you your job.....