Help me (new graduate)

[mediatix8]

One of my patients today was unhappy with her doctor. Other people knew about this and were involved, such as the case manager and patient advocate. Anyways, I walked into her room and she hands me the phone. The girl on the line said that she was a receptionist for Dr. so and so (some doctor she called) and that the patient asked if she could switch to this doctor and that Dr. So and so said it was OK. I wrote down all of the information, such as the doctor's name and number and I told her I would tell my preceptor about it when she got off of break. When my preceptor got off of break I told her about the phone call and asked her what we are supposed to do. She said she didn't know. I had to leave soon afterwards for a class provided by the hospital for new graduates, so I don't know what happened. The nurse didn't appear to think it was something that she had to do anything about. So... what is the nurse's role in this situation? Calling her original doctor and firing him for the patient? is this typical for a receptionist to call the nurse like that? How do I even know this receptionist isn't her friend or something?

[purplemania, BSN, RN]

It happens due to patient ignorance (not stupidity, just not educated as to the "right" way to handle this). If you work in a hospital you are not employed by any physician. The MD is employed by the patient. Therefore, ONLY the patient can hire/fire the MD. If the patient "fires" the MD they must tell the MD and get the MD to arrange for another MD to continue care. You are not involved, except as a courtesy you might provide phone numbers. The problem comes when patients think of the hospital as a hotel and you as the maid. They cannot remain in the hospital without an attending physican being responsible for their care. You cannot take orders from an MD not on the case. Therefore, tell the patient "I am sorry but you will have to take this up with your doctor. Would you like me to get his/her phone number?" Then make sure the charge nurse is aware of the situation. I am appalled that your preceptor did not know this. Don't get in the middle as it is a very uncomfortable place to be. I think you handled the situation wonderfully!