How to deal with angry doctors

[ann915]

Hi. I'm a brand new RN working nights on a telemetry med-surg unit. Just started off on my own. I know there are a handful of topics on this particular subject. But I just wanted to share a particular experience I had last night calling a doctor regarding a patient, and wanted to hear how some of you would've handled this. If there is anything I need to work on, it is my assertive skills.

So I called the doctor. And it went like this...

Me: Hi Dr _____. This is ____ from _____. I'm calling in regards to a patient, _____ from room ______ who came in w/ _______. Are you familiar with him??

Dr: If you ask me that question again, I will beat your head!!! Are you stupid? Didn't you see my name on the board!? Don't you dare ask me that. Just get straight to the #^#/ point.

Of course, I apologized. Then continued and so forth, just trying to get to the point while he still rambled on. I suppose it was a dumb question. I mean, I'm still figuring all the things in the hospital and Doctor names, who is on call/who covers who, who is private - just still figuring how everything works and so forth. But still, I felt that was just a bit overboard. Yes he is a private doctor; and maybe it was a dumb thing I asked (I always ask "are you familiar with this patient" with every greeting to determine the familiarity and how much background history to provide - maybe I shouldn't ask that).

Well, at least I got orders... and I got to finally make the patient comfortable (he was ETOH withdrawal) I know that some angry or irritated doctors will just hang up or say whatever and leave you like "Huh?"

I don't know. Afterward, and even still now, I feel kind of bad. Even feel intimidated if I have to to speak to him again. I asked some of my coworkers their opinion, and apparently they weren't too surprised and told me he usually bickers about petty things such as so. What do you guys think? How do you handle angry or rude doctors or coworkers? Any advice to someone too soft like me. Thanks :)

An1991

[LadyFree28, BSN, LPN, RN]

I have been a nurse for 41 years, and have talked to all kinds of Drs, residents, etc. I agree this guy went too far, however there are a few things I have learned over the years to help you jget thru this. Make sure you have all pertinent information handy (VS, BSug, meds, etc), then in one long sentence state your concern and what you would like him to order if you know what you want. Then all he has to do is say "that's ok" and hang up. Many times you already know what needs to be done, so just suggest it to him. Make it as easy for him as possible. There are a few docs who will not do anything you suggest because they don't like being told what to do, but most just want you to say what you want and get it over with. Then, you have your orders and have covered yourself by advising him of the situation as well. Not all calls are this simple, but a lot of them are.

This.

I find most "angry" doctors are so because of the lack if information presented to them....one co worker cried after a conversation to the doctor because of the lack of information that was presented in the conversation and grilled her for it. Called same doctor and presented SBAR-no issues; even when I though he was getting surly, I brought it BACK to the pt.

My take is go up the chain of command; moving forward SBAR ONLY; most times Drs have so many pts that may or may not remember them, so facts are the best "pleasantries" they will handle.

Don't be afraid; get back on that horse and SBAR, SBAR, SBAR.

[saltydad]

You must report this MD. No excuse for this behavior, and no reason to allow it to continue.

[AQEELSMOM]

i would have just said, "Please do not speak to me that way... Now, I am calling about xyz abc..."

i wouldnt have even gotten into that nonsense with him and nipped that right in the bud. you don't have to be rude or mean back, but firm, professional and to the point.

i had a superior do this to me my first week of working for him, lost his mind on the phone at me over something that hadn't even happened. I firmly told him the above, and he immediately settled down and I never had any issues with him again. I'm not really one to report people when I can handle the situation myself (and what are you really going to report? that the guys an a**hole? reporting him will just make you look like a wimp). the guy obviously has some issues going on, if you dont want to be a target, you need to let him know that you wont take crap like that.

[Honey Bee]

I just want to say first, thank you for not stooping to his unprofessional level. I don't know about you but in my training we were constantly made aware of our professional ethics and the code on conduct not to mention so many other pieces of legislation we would be breaking by speaking like that. Every hospital in Brisbane, Australia these days hays posters and signs warning everybody not only patients, but staff also with "violence is not tolerated" and should this happen here we have a duty to report such behaviour. By not reporting this doctor his behaviour becomes accepted and that is not acceptable by any means.

Please report this doctor. I just wonder how and what he says in patient communication hearing this because it sounds like when things don't go his way his/her way he/she throws a tantrum like a child. Help us ask for for protect professionalism by reporting this.

[CiscoNurse]

I would tell him I will meet him in the parking lot for further pointed discussion.

[sistrmoon, BSN, RN]

I work at a teaching hospital and asking the doctor if they are familiar with the patient is not at all unreasonable, especially our patients who are not covered by House Staff. There is one attending at night who covers all the uncovered hospitalist patients and they are often not familiar with the patient unless they've been called on him/her before. If they ARE familiar, they don't need a big run down of the history, just an quick summary. Totally appallingly inappropriate of that doctor.

[ppfd, BSN, EMT-P]

OP,

Yes, I am a male so take this as golden.

I can guaranty as sure as the sun will rise. If this man spoke to me as he did you, I would have took him up in a second to "beat my head." He may beat my head true, but he'll share the trauma bay next to me in the ED.

Your first call should have been to the police dept to file a report.

These "doctors" put their pants on one leg at a time, like you and I.

[NiceNurse78]

As a fellow night nurse I've experienced a few similar encounters with doctors. Generally they believe that they are familiar with all of their patients. Some become upset when you call them during the night about anything. Try not to let the docs upset you. Stay professional and try to be brief and to the point. If they want more info. they will ask you. Most of the doctors are very nice and work well with the nurses. You apologized and handled things well in my opinion. And I have been a nurse many years.

[krisiepoo]

I would generally leave out the "are you familiar..." and pretend they're not, doing the basic SBAR stuff... we use hospitalists a lot so they probably are NOT familiar so I give basic info on why they're in the hospital and why I'm calling... I've been really lucky so far because they will sometimes ask me questions I hadn't thought to look up but they haven't berated me for it... YET

[Mrs Helleck]

Unfortunately there are still too many physicians out there who never learned they are not God. He could have said "yes he is my patient get to the point " It is unacceptable for one professional to address another professional with profane speech. QC him. Until nurses stand up for themselves this behavior will not stop. From your co-workers responses it is obvious this doctor has been getting away with this for way too long.

[Madras]

"Doc, can you just repeat that please, I'd like to make sure I got that all down"

gets 'em every time!

[dede1956]

The doctor was way out of line with his comment "If you ask me that question again, I will beat your head!!! Are you stupid? Didn't you see my name on the board!? Don't you dare ask me that. Just get straight to the #^#/ point. "

He needs to be reported. It is not only abuse but also bullying!! I hope you told the other nurses that you were working with that night what he said. I always tell my student nurses "don't apologize for waking up a doctor. Just get to the point of why you are calling them." I have been on the receiving end of verbal abuse from physicians in the past and have reported them. Sometimes it works, sometimes not. It is a shame that JCAHO had to make a mandate against abuse/bullying in the workplace.