Given a warning

[canche]

I was given a warning for telling a patient that I was very busy with a few of my other patients and that I wouldn't be able to go off the unit to get her a food item she was requesting. She reported me to administration (she is an extremely difficult patient and very nasty to all of the staff) and I got in trouble. I am so angry! The justification was that it's unprofessional to tell a patient that you are busy with other ones. Aren't we taught to delegate and PRIORITIZE...sorry but my other patients' medications, IVF, and other needs are more important. Any insight into this? Has anyone else gone through this?

[nuangel1, BSN, RN]

thats ridiculous that you would be given a warning for that.if the pt wants something different to eat let her call the cafe.you told her the truth.she just did not like your answer.shame on your boss.

[nurse2033, MSN, RN]

It's always better to be incompetent versus insubordinate. Meaning, it's better to say you will do something and muck it up, than refuse to do it (assuming it's an appropriate request).

Mrs. Johnson: "Nurse, can I have a raspberry cream cheese canoli? And make sure it's not strawberry, I hate strawberry! And hurry!"

Nurse: "I'll see what I can do". Or... "I'll do my best". Or... "I'll get it as soon as I'm able". Or... "Your happiness is my highest priority".

Mrs. Johnson: "Nurse, where's my canoli? I've been waiting! I've got hypocanoliemia!"

Nurse: "I'm so sorry I haven't had a chance yet". Or... "Has it been three hours already? How about a box lunch while you're waiting?"

Just a suggestion....

[mhy12784]

I have no idea what you said and how you said it.

But id be willing to bet that how you said it was the issue, not the fact that you didnt get it for her

Hospitals are ALL about customer service. Im sure theyd rather have you say something like I cant do that right now, but ill see if I can get someone to help.

Still not doing it for her, but in a much more positive manner

[SilleLu]

Mrs. Johnson: "Nurse, where's my canoli? I've been waiting! I've got hypocanoliemia!"

J

This is great!

[schnookimz]

I've heard this everywhere I have ever worked. We can give pretty much any excuse EXCEPT that we are with the other patients.

[Emergent, RN]

This is the consumerist society we live in, love it or leave it. It's just the way it is.

I sometimes tell pts that I was busy with a more ill person, but I only say that to someone I've already felt out as a reasonable person. You have to tread lightly with the unreasonable ones. Stick to the script with those ones.

[Nola009]

Omgoodness. Ask your management if a flat out "NO" would have been preferable. Or, "I don't wanna, so I ain't gonna..." Good greif. I don't see anything wrong with acknowledging a patient s request, and then letting them know you have a few other things to take care of before you address his/her concerns. Sounds like your mgr is looking for a reason to show you the door....

[Been there,done that, ASN, RN]

It was probably all in the "tone" of your denial when dealing with a borderline patient. Try to remember exactly what you said and how you said it.

Many times I've had to decline a fluff request when I was busy. A short and sweet " sure, I will get to that as soon as I can " never fails. If the canoli never appears.. OH WELL. Or direct the CNA to get the canoli.

If you are in a union facility , grieve the warning.

If not, start looking for another position as your manager is taking customer service too far.

[gonzo1, ASN, RN]

We aren't allowed to go off unit to get food for people. What if something went wrong with one of your other pts while you were gone. We have a nutrition room in the unit and I can offer cheese slices, crackers, cereal, soup, coffee, pop, tea. But never leave the floor to get stuff for your patients.

We are not allowed to ever say we are too busy either. But sometimes I'll say I need to go "give a shot" or something like that to get away from a pt. PS, I haven't given a shot in years.

I hate it, but I do use the "scripting" the hospital wants me too. They pay me pretty well, so I bite the bullet and drink the kool aid.

[psu_213, BSN, RN]

I don't see anything wrong with acknowledging a patient s request, and then letting them know you have a few other things to take care of before you address his/her concerns.

I agree with you that it is appropriate to say to a patient "I'm in the middle of something right now…when I am finished I will be happy to help you with that." Unfortunately, that does not seem like what happened here. Reading the first post, it seems like the OP basically told the pt "no" without any "I will get to it when I'm finished."

I've seen nurses tell patients very appropriately "I will get to it when I'm done with this other duty." I've seen nurses go with the "uh, no, I'm busy…I'll try and do it later" and it seems very rude. So it is definitely the delivery, not just the message.

[psu_213, BSN, RN]

Also you could tell the patient, "I'm so sorry that I don't have the opportunity to leave the unit. However, I can help you dial dietary so that they can bring you something [if such a thing exists in your facility."