Top three patient complaints?

[Anna Flaxis]

What are the top three complaints by patients that you hear on a regular basis, and how do you typically respond?

I'll start:

Complaint #1) It's freezing in here!

Usual response: "Yes, I'd freeze to death if I weren't running my tail off! Unfortunately, the temperature is centrally controlled and I can't adjust it for you. But I can grab you a warm blanket!"

Complaint #2) This stretcher is so hard!

Usual response: "Yes, our stretchers do give a new meaning to the term "firm", don't they? On the other hand, if you need CPR, they're perfect for that! How about if we adjust the head of the bed? That might take some pressure off your lower back."

Complaint #3) It's taking too long!

Usual response: "Unfortunately, I don't have any control over how long [labs/diagnostics/whatever] take to result, but I'm keeping my eyes peeled. In the meantime, is there anything I can do for you while you wait?"

I'm being earnest, but sarcasm is welcome too.

[Simply Complicated]

1) Look I don't want to be here anymore. Just open the doors and let me out. I have places to go and things I need to do. Can't I just leave for a few hours, and then I'll come back before bed.

Meanwhile Pt is involuntary, and will likely be here a couple weeks.

2) I just have to have something stronger for this anxiety, it's driving me crazy. I can not stand thing any longer

Said patient is falling asleep in the med window, and 5 minutes earlier was

observed snoring in their room for the past 2 hours, or observed happy go lucky

and very social on the unit, appearing to not have a care in the world.

3) Nurse Nurse.. I have not had a bowel movement in 5 days, my pain has been 10/10 for my entire visit, my medications are not working, I need a sleeping pill I haven't slept since I got here. Oh and.... I need you to take care of this right now~

Have you discussed any of these concerns with the doctor?

You've been here for 5 days, the doctor has seen you every single day. Well, he

told me he wouldn't order me anything more for the pain than I already have.

Can't you just order me something? Other than that I haven't really talked to the

doctor because I need my sleep, so I don't want to get up when he comes

around. (Dr. rounded at 11 am)

I work an inpatient locked down psych unit. So little different than the floor, lol.

[TPeters73]

oh, complainers are the worst part of my job and sadly, I find complaints fall along the lines of socioeconomic status of the patient.

The upper class, financially speaking, patients think the food is horrible, think the bed is too hard, think the room is too hot or too cold, think every thing is taking too long, and they complain about everything under the freaking sun!

The people who don't have all the best things in life, think the food is wonderful, the bed is so comfortable, the temp is just right and they thank me for everything from walking in to say hi and check on them in the middle of the night to turning out the light in the middle of the day, and if the Doctor takes a little longer than they think he should, they are just thankful to be there having someone help them.

[belgarion]

"The TV channel selection sucks." Yep. Be grateful for what you have. It some members of the board had their way we'd be picking up television via a coat hanger on the roof.

"The TVs get lousy reception." Thats because they're about twenty-five years old. While don't you see if your very rich uncle would like to donate about 25 60" LED 3-D flatscreens?

One of my all-time favorites - "Would you ask the doctor for a pass so I can go home to watch the Tech game?" Even better, the doctor not only gave him the pass he came and picked him up and took him to HIS house for the game and brought him back about 2100 with both of them singing the Tech fight song.

Gotta love small towns!

[Poi Dog]

1. You people that work here are too noisy.

2. The food is lousy.

3. You take forever to answer my call light.

All I hear is blah, blah, blah.

[Nursetastic]

Top 3 that about throw me over the edge. I've heard all of them more than once.

1. I have not been able to sleep. My pain has been 10/10. Ummm...yeah. 10/10 means it hurts like someone is ripping your leg off. And you have been SNORING and not arousing easily for 5 hours. I promise, I have not been ignoring you. I've been in here every half hour to make sure you don't need Narcan from all your scheduled pain meds.

2. I'm thirsty/hungry and nobody will feed me or give me anything to drink. Hello??? You are barfing blood every half hour and are on your 3rd of 4 units of blood for those varicies. No food or water, but I will call and ask for a CIWA scale order for impending withdrawls since you are now tachy, diaphoretic, and have tremors.

3. Me: where did you get that hamburger and soda? Pt: my wife brought it, My blood sugar was too low and you people keep giving me insulin. Me: Your admit DX was DKA and your sugars are still above 200 after 24 hours on an insulin gtt. In fact, half an hour ago you were at 250. There is a reason you are feeling lousy and I assure you it is not hypoglycemia. While you are here, you will follow the MD ordered diet. We will not contribute to your diabetic delinquency. Your spouse will have to take this food and leave or I will just take it and throw it away. Oh, and you are scheduled for cath lab at 0800.

[nurseprnRN, BSN, RN]

most people just want to be heard. think: people under stress tend to regress to an earlier stage of development. i like to think of them as 6-year-olds-- old enough to understand quite a bit, but pretty limited in their understanding because their experience base (in this case, with hospitals and health care in general) is so small.

"when will the mail get here?" -> "yes, it's hard when we don't know when xyz is going to happen. i'll let you know as soon as i do."

"are we there yet?" -> "yes, i understand your mom really would like to be in a bed now; as soon as there's one available for her, we'll transport her right up."

"i don't like this food!" -> "i know it's not chez louis, but it's what your physician wants you to have; you need the nutrition, so think of it as medicine."

"when will daddy get home?" -> "it's hard to know. i know he knows you're waiting to see him."

some things are beyond our control, and i think it's perfectly fair to explain that. it's really not all about you when people complain-- they're just feeling powerless.

you know, i've been an inpatient. the beds, pillows, and linens are damned uncomfortable, the blankets are too thin and it is cold, and it is really noisy so you can't sleep. if the nurse can't scare up more blankets and close the door to keep the hall racket out, then hey, i am going to be unhappy, and a sleepless patient is never going to be at her best behavior for you. but again... it's not all about you.

[noahsmama]

Yes, I got the "it's freezing in here" complaint, and then, when I would ask engineering to adjust the temperature in that room, the other family in the room would complain that it was too hot!:hdvwl:

We'd also get complaints about it being too loud, or the TV in the room not working. Fortunately, the food was pretty good, and it was available whenever the pt wanted it, between 8am and 7pm -- just like room service! (the kids and their families loved this) -- so we didn't get too many complaints about the food!

[sugarmagnoliaRN]

"The TV channel selection sucks." Yep. Be grateful for what you have. It some members of the board had their way we'd be picking up television via a coat hanger on the roof.

"The TVs get lousy reception." Thats because they're about twenty-five years old. While don't you see if your very rich uncle would like to donate about 25 60" LED 3-D flatscreens?

One of my all-time favorites - "Would you ask the doctor for a pass so I can go home to watch the Tech game?" Even better, the doctor not only gave him the pass he came and picked him up and took him to HIS house for the game and brought him back about 2100 with both of them singing the Tech fight song.

Gotta love small towns!

That Tech game comment screams of Texas :) could've been UT, A&M, Tech, take your pick... those dudes are WATCHING that game if they have to bring the IV with them!

[poopprincess]

"Nurse my blood sugar is 86! I need to get it up-I'm really worried about it. 86 is sooooo low. Please bring me a Glucerna!"

"Why can't I go out and smoke? Please?!?! I just want to walk outside with my wife to her car. I'll be right back. I won't smoke. I promise."

"You want me to get up and walk? Can I go out and smoke? [insert me saying nope] Then I'm not getting up at all today!"

[hiddencatRN, BSN, RN]

oh, complainers are the worst part of my job and sadly, I find complaints fall along the lines of socioeconomic status of the patient.

The upper class, financially speaking, patients think the food is horrible, think the bed is too hard, think the room is too hot or too cold, think every thing is taking too long, and they complain about everything under the freaking sun!

The people who don't have all the best things in life, think the food is wonderful, the bed is so comfortable, the temp is just right and they thank me for everything from walking in to say hi and check on them in the middle of the night to turning out the light in the middle of the day, and if the Doctor takes a little longer than they think he should, they are just thankful to be there having someone help them.

Can't tell if joking or not.....

[TiddlDwink]

Can't tell if joking or not.....

Probably not. I see the same thing.

[hiddencatRN, BSN, RN]

Probably not. I see the same thing.

Now I'm curious- what sort of demographic does your hospital serve? I work at an inner city hospital in the middle of a pretty poor area. We get plenty of economically disadvantaged folks who are demanding, rude, entitled (yeah, I said it), expect fast-food speed service, think the doctor should be in IMMEDIATELY, etc. Thankfully we get polite and grateful patients too, but it doesn't fall along class lines ime.