Has a resident/patient ever complained about you?

[futuresctRN]

An RN pulled me aside today and told me that a resident that I was taking care of last night complained to her family who then called the facility about me. Apparently I was "short" and "mean" to her roommate, but when her roommate was asked if she had a problem with me she said no. This resident complains often, but I am SO discouraged right now and I just wanted to cry when she told me that! It took everything in me to hold back the tears.

That night I was very stressed out because I was working with a brand new CNA who didn't know how everything was done, so I was trying to be nice and help her with all of her duties as best as I could since I know how it feels and do my own residents at the same time. As a result I may have not said "Hi sweetie" and been as sweet and friendly as I usually am but I was not intentionally mean or rude... I just went in there, did my job and left because I was so busy I was about to cry!

Have you ever been complained about? How did you handle it? Any advice for me? I have never experienced this from anyone before and I tend to take this kind of thing personally because apparently a few of the aids heard about it. I really do try my best but this job is so overwhelming sometimes!

I just think it would encourage me to hear your stories and any advice you have to give. I have only been a CNA for a few months.

[SoldierNurse22, BSN, RN]

I have two words for you: thick skin. Find some.

Honestly, some people are just miserable human beings. You can bend over backwards for them and they'll still ***** about you the second you turn your back. That goes for patients, coworkers, bosses, in-laws--you name it.

I had a patient get angry with me the other day because I insisted she remain for the 10 minute observation period following a medication administration in my clinic. Ten. Minutes. For her safety, not because I gravitated toward the "pleasure" of her company.

But you'd think I had just told her I was going to need to saw off her right arm. It was so inconvenient to her. And this was a woman who, for the past 3 hours, I had been chatting with like an old friend. That's why you always, always, always CYA, no matter how nice you think Mr/s. X is!

By crying over it, you give them a form of power over you--they were able to manipulate your feelings and as a result, probably your actions.

Learn to shrug it off and move on! There are some people whose opinions just don't matter.

[Hygiene Queen]

This resident complains often

Well, there you go.

You were the target of a habitual complainer.

Welcome to the club.

I am willing to bet that the nurse, who pulled you aside, knows full well that this particular resident is a complainer and only spoke of it to you because that's her job.

Please, do not cry!

It isn't anything personal and it is probably no reflection on your work.

It sounds like you were prime pickings for a bored and bitter person looking for something to stir up.

If you can reflect on what happened and honestly cannot see any rudeness on your part, then let it go.

Do not speak of it anymore and do not confront the resident (I have seen people do this-- not worth it).

Continue to go above and beyond and be the best CNA you can be. Your good attitude, work ethic and professionalism will go a long way in speaking for you when complaints do occur.

Also, always really really think about any complaints-- but do so in a constructive way.

Could your body language have been better?

Did you sound strained, short-tempered or dismissive?

Were you visibly rushing when it might have been better to slow down?

I'm not saying you were doing any of these things, but to just think if there was not any wee hint of truth in the complaint.

Listen, every so often, you come across a resident who could have Jesus Christ as their own personal aide and that resident will still be dissatisfied.

Keep your chin up.

The first time it happens can be really hard, especially since you are new and trying to please.

Good luck and hang in there!

[rosey200735]

OP you said in another post that you have been an aide for 4 months correct, so I am really wondering why you were training someone new in the first place? Training a new people is even hard for a seasoned aide let alone someone who is rather new herself. Anyway, I wouldn't worry to much about the complaint but I would recommend not helping the resident unless there is another staff member in the room with you. This way you have a witness is she tries to complain on you again.

[TurtleCat]

OP you said in another post that you have been an aide for 4 months correct, so I am really wondering why you were training someone new in the first place? Training a new people is even hard for a seasoned aide let alone someone who is rather new herself.

A little off-topic, but at the nursing home I was at, they were having aides who had only been there for a month or 2 training new employees... granted, that was a hellhole that I wouldn't have put my dog in, but...

As for the OP's question: Yes, I have had residents complain about me. It can be hard not to take personally sometimes, but there are ways of dealing with it. Usually the residents in question were known as complainers and trouble-makers anyway, so of course that was always taken into account. Also, I find it helps tremendously to try and maybe view things from the patient's perspective. Think about what they're going through -- they're often crippled, bedridden, ill, suffering, and are dependent on others for their every need. Understandably, they're very frustrated at their situation and loss of independence, and maybe as a result of poor coping mechanisms or not knowing of any other way to deal with it, they handle it by taking it out on others. That still doesn't make it right, but it does help you to be a bit more understanding and realize it may not necessarily be your fault or anything you did.

Of course you always want to CYA, just in case. Make sure higher-ups know about it and the circumstances involved. Also keep in mind, difficult people are everywhere and you'll undoubtedly encounter them from time to time. It helps to learn techniques and ways of dealing with them, instead of letting it bring you down. However, I think this reason may be why I prefer working with dementia patients... even though they too can be difficult at times, at least with them I know they don't mean what they say or do and there's no intent or malice behind it. Not always the case with people in their right mind...

[HappyWife77, BSN, RN]

Welcome to the real world....lol.

I had a resident cry when I became her nurse (I took a ft 3-11 job).....after a year...she was crying when I was quiting to move out of state. She cried a lot for other things...before I got there and I am sure after I left. She wasn't the only one that complained. Some of them complained because I didn't get their meds to them in the time they wanted them. Just do your job and be sweet and professional, we don't know what they've been through or always why they are like that. After a little time I learned their personalties and little quirky preferences and catered to them as much as I could :-) Just be sincere in your care and it will work its self out. You will never be able to please everyone all the time.

BUT if you remain the same as far as not reacting(negatively) to the complaint....as much as possible, it will be easier for you.

Thick skin is the best advice as SoldierNurse stated. ... Let it roll of your back! Best Wishes!