How to approach this?

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I went to pick up my grandmother yesterday (from an LTC) to go out for lunch and when I got there she was agitated and angry. She was so upset she could barely get herself together to leave with me. According to her there was a new CNA on nights the night before (my grandmother had never seen her before) who was rude, abrupt and "mean". She had no idea how anything worked and couldn't get the pad (diaper) on right. My grandmother tried to tell her what works but the CNA refused to listen and kept trying to do it her way, and in the process caused my grandmother pain/discomfort. Examples being telling her she had to stay standing (my grandmother can only stand for a short time - so she sits because she collapses - not from noncompliance) and trying to roll her a way she physically can't move. Then the CNA left her 1 pad for 24 hours!! My grandmother immediately asked for more and the CNA said there was no more. When my grandmother got upset the CNA told her she's just have to "make do" as it was only for one day and that she could probably get more the next night. At this point my grandmother told her to leave the room and never come back!

I get the CNA was brand new and didn't know any routines or any of the people and probably had minimal orientation but to me there is no excuse for her behavior. I mentioned it to the RN on days (who is wonderful) and she kind of threw up her hands in a "I can barely keep everything on days together, I can't do much about nights" way. That RN did track down a couple more pads (wrong size but better than nothing) to get her through the day. Also they are short staffed so pretty much have to take anyone they can get. The regular night RN left awhile ago so there have been random RNs filling in.

So should I have this documented? Is it sufficiently inappropriate to make an issue of it? The admin is truly useless so I would go to them solely to have it documented - not because I would think they would do anything about it. There is only one CNA on nights on her wing so if this woman is on, then I'm not sure what the options are. My grandmother told me "I'll die before I let her touch me again"!

So any thoughts on anything I can do to resolve this?

I should add that this new CNA has been hired to fill in on the regular night CNA's nights off (so 2 nights a week). The regular CNA is gentle, kind, and absolutely amazing.

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Specializes in LTC, Hospice, Case Management.

The admin may be "useless" but you should voice your concerns to the DON. How can she even be expected to fix a problem she knows nothing about? What if several other residents/family members are all feeling the same way about this new person but no one voices the concern. The answer....NOTHING will get done.

In my facility, we try hard to hire good CNA's but let's face it...how good can you determine someone to be in just a 30 minute interview. Go to the DON and ask to file a written complaint.

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Specializes in psych, addictions, hospice, education.

If the DON doesn't do anything, go to the Board of Directors. If they don't do anything, make a complaint to the health department or JCAHO or anyone else you think of.

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Specializes in Med surg, LTC, Administration.

I would voice my concerns to the night nurse. Then I would give the CNA another chance. The night nurse should speak to her, teach her and keep an eye on her. That CNA, may not think she has done anything wrong or offensive. So, a verbal may be all that is needed at this point. She may even turn out to be a great worker. But, don't just write her off. Most CNA's care about their work and love their patients. Peace!

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Specializes in Med surg, LTC, Administration.
If the DON doesn't do anything, go to the Board of Directors. If they don't do anything, make a complaint to the health department or JCAHO or anyone else you think of.

:lol2::lol2::lol2::lol2::lol2::lol2::lol2:::................................:rolleyes:

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Specializes in Gerontology, Med surg, Home Health.

Tell the DNS you have concerns. I encourage the residents and the families to let me know if they have issues. I can't be there 24/7--although it quite often feels like I am. If I don't know what's going on how can I fix things? Speak up.

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I am a true believer on working may way up the ropes. Go the managers, DON, Admin, etc...if that doesn't work..Go to the Ombudsman. I am assuming that all states have that set up?? Just a thought.

When an Ombudsman gets called, things get done. (At least in my experience...lol)

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There is truly no point in this case in going to admin, DNS, DON. They are not family friendly. Their knowing about it will have zero effect. I understand in most cases that would be the right approach but in this particular LTC they will do absolutely nothing. To my face they will tell me all kinds of wonderful things they will do....and they will do absolutely nothing. That is why I can go to them but the sole outcome would be that it had been documented. There is a well established history of this. It isn't about management/admin as a whole it is about these particular 2 people. Therefore my only option is to go above them...either to the company that owns the LTC or through the government complaint line. I have gone through both before however I don't really think they are going to act on this...it isn't significant enough.

I wish there was a regular night nurse I could speak to but they haven't replaced the one that left...they are just filling the nights at the moment with whoever they can find so there is no consistency. I will wait and see how it goes this weekend when she is back on. My grandmother can stand up for herself in the moment however it leaves her very agitated, anxious and upset and then she obsesses about it for days/weeks.

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Specializes in Home Health/Hospice.

Call the night RN and tell her what happened, if it doesn't change go there and ask to speak to the DON and the administrator. If that doesn't work you can call the ombudsman. I would complain until something is done. Don't do it in a mean way by the way just my opinion. Yes this is something you should be concerned about.

This is causing a lot of emotional distress to your grandma you have every right to voice your opinion. Do it quickly I would say make all your complaints and call the ombudsman within a week. If nothing comes of it, call the state and make a formal complaint, they will investigate the matter.

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Specializes in LTC.

Am I the only one who thinks you should give it more time? A lot of residents are unhappy with any changes in their routine and get frustrated by new people who can't get anything "right." For example, there's one lady who loves her weekly bath where I work, and I have it down to a science. If I have a different assignment on her bath day she throws a fit and nothing her CNA for that day does is ever right. Later on I can hear her calling her family on the phone and telling them about how terrible her CNA was and how she will never let them give her a bath again.

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Specializes in Geriatric/Sub Acute, Home Care.

Maybe this might help. Buy some Depends diapers that fits your grandmother. Give them to the Nurse to keep them at the station in case of dire need. The Aide MUST ASK to use these if there are really NO diapers in the house. this way your grandmother can be comfortable and not have this going on. The nastiness of the Aide.....I wish I could calculate the number of times that I walked in on Aides in verbal skermishes and battles. This aide should be reprimanded for this also. A verbal warning, not written yet.

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I would first notify the nurse. They administators may not be family oriented,but most nurses would want to know if a CNA or any other employee was being nasty to a resident.

It is so true that any change in the residents routines can really upset them. We have one resident who is truly a lovely man, but he HATES every new CNA for a week or so until they learn his routine...then he starts requesting them lol.

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