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?

[ProgressiveActivist, BSN, RN]

Does it bother anybody else that the OP was counseled for being honest?

[Emergent, RN]

Does it bother anybody else that the OP was counseled for being honest?

Being fully honest, without diplomacy, it not wise.

If a woman asks a man "Does this dress make me look fat, honey?" What should he say?

"You are fat, honey" or "You look so sexy, can't wait to take it off!"?

[ProgressiveActivist, BSN, RN]

God forbid that we tell the nasty entitled person the truth about being understaffed and must take care of really sick people first.

In the future I would say Ican not leave my pts but I will let my supervisor know that you have requested a cannoli. Let her fetch it.

[Talon]

How in the world are we EVER going to be viewed as healthcare PROFESSIONALS when patients and families complain about CRAP and the fools in management disrespect us and constantly throw their nurses under the bus by giving credence to this garbage by writing up their nurses?

[trishmsn]

Being fully honest, without diplomacy, it not wise.

If a woman asks a man "Does this dress make me look fat, honey?" What should he say?

"You are fat, honey" or "You look so sexy, can't wait to take it off!"?

And certainly not "The dress is fine, honey, it is your huge butt that makes you look fat!"

[Here.I.Stand, BSN, RN]

I agree w/ the first poster--shame on your boss.

That said, flat out stating that you're prioritizing other pts doesn't always sit well w/ people...no matter how appropriate said prioritization is. When I've been asked to go off the floor to get food, or to escort a pt outside to smoke, I just tell them I don't leave the floor during my shift (that I just went off the floor on my unpaid lunch break is irrelevant). If they want a snack, I tell them what we have available in the galley.

[Here.I.Stand, BSN, RN]

*tell them what we have in the galley, and give them Dietary's extension.

Also, I don't think it's a good idea at all to say "I'll do it when I get the chance." While we are NOT hotel concierges, we do need to display integrity and not tell someone that we will do something we have no intention of doing. IMO it's better just to be clear with them.

[ProgressiveActivist, BSN, RN]

The customer service mentality has gotten so out of control that pts will demand food even after they have stuffed themselves all day and know full well that the kitchen is closed.

It's a power play and it sucks.

[exp626]

I agree with shame on your boss statements. Customer service has taken on a life of its own, and every effort is made to accommodate even the most ridiculous people and their equally ridiculous demands. In my alternate universe, nurses would get surveys, and if patients consistently got low marks, they'd be charged more.

[imintrouble, BSN, RN]

What I sometimes do is say "Of course I'll get that for you".

Then promptly walk away without the slightest intention of fulfilling that request.

It's so crazy passive aggressive I'm ashamed to admit I do it.

What's really pathetic is that the hospital would rather I appear senile, than to be honest.

[jadelpn, LPN, EMT-B]

Ah, the old "Is there anything else I can do for you? I have the time" and the patient pulls out a list, or a request that you can't fufill yourself at present.

I would ask as part of the "warning" meeting as to what it is you are supposed to do when patients request you leave the unit for them. Perhaps this patient can have her own volunteer to fetch her requested items. (or maybe your manager "has the time" and could go and get what this patient requests...KIDDING...or not....)

When patients ask these things, I do not say "no I don't have time" (as I just told them that I did via the nifty script of customer service statements) but what I will say is "I will see what food service can bring you" and call them with food requests. Or even "I KNOW Mrs. Entitled that you would like a donut and cafe ole, as would I, however, not on either one of our diet orders. How about a muffin and coffee? I will call food service to bring it to you!! Smile, wink, nod"

[klone, MSN, RN]

This is one of the reasons I left the bedside. Half the time I felt like a well-paid waitress.