Hi, all! I am one of those brand new, but "life experienced" nurses in my first RN job (emergency department). I am loving it!!! The good thing is that my patients know that I care, but I find it really hard to excuse myself to take care of other patients and their needs. The patient and family members often reply with their whole life story when I ask what brings them to the ER today, when did this symptom first start, etc.
I don't want them to feel as if I'm cutting them off mid-sentence. Any advice on how to professionally and politely excuse myself while showing them that I do care, I am listening, but that I have other patients to attend to?
And to ER nurses specifically: What's the best way to deal with impatient patients and family members who are waiting for the doc to get to their discharge papers?
Working in ERs/EDs is not the same as other wards/units. People - and I mean everyone - LOVE talking about themselves and their life, and their problems!
I have the same problem in psych nursing. I always say something like: 'So what RECENTLY happened that brought you in here today?' I listen for a minute or so, then I say: 'So if I can just go back to your saying (whatever), and that is why you are here?' or 'So this (event) caused you to have such-and-such happen, that is why you're here?' You need to keep interrupting and re-directing the conversation, otherwise girl, yes they ARE lonely and you will be there all day listening to their life story! ERs/EDs are busy places and you have to get your work done.
Also in psych I give my patients a time limit. I say: 'We can have a talk for 20 minutes only as I have 6 other patients, and have to do meds at 6pm', or something like that and I remind them of the time gone by. That way, they have a heads up. And I always say something like: 'We have 5 minutes left b4 I need to go attend to (whatever), can you summarise your problem/s/why you are here?'
If all this fails, get basic details then say: 'I must go I have other patients to see, I will be back later, OK?' then simply walk out. They will get the message.
Don't worry re being rude, you have to get your work done in a timely and organised fashion. It is not your job to fix every problem they ever had in their life - and believe me they will tell you about their every problem if you let them!
Remember: be firm, be in control and don't let people manipulate you. Patients who are frequent flyers in EDs/ERs are highly skilled at getting what they want. I overheard a very experienced RN say to a manipulative, whiny patient one night in the ER that SHE was in charge that night, not him (the patient)! She was very direct and forthright. She told him straight if he didn't like that, he could leave. He didn't leave but he also didn't get the drugs he was trying to score.
Be on the alert! If you are new, patients will take you for a ride every time. And don't answer personal requests re your marital status, home life, etc. Just smile and ignore these types of questions. Some patients use the ER as a pick-up place! Stay detached, professional and cool, and I'm sure you will be OK.
Specializes in Give me a new assignment each time:).
OMG! That talkertive patient could have been me at some point when I was sick. When you are sick, you want the whole world to care about all your non-sick issues. You have all these wonderful nurses who are so compassionate. It's like picking up a box of compassion from the grocery store, on sale too :)
A friend asked: "Well, since you are a nurse, can you please tell me why patients have to wait so many hours in the ER" ?
My response: "If your inconvenience (emergency) is not life-threatening, then it does not fit our definition of emergency. They will get to you as soon as they can
There is abuse of compassion. People like to take advantage of nice people.
Specializes in Critical Care; Cardiac; Professional Development.
Mother Teresa once said that the United States is the poorest country in the world - that it is poverty stricken in the sense of soul to soul human connections and one of the most lonely places on the planet. Everyone who comes through the ER door is desperately hungry for the compassion and care that is provided and many will attempt to fill up their coffers while they are there. It is like being in a bread store for a starving person but being told you only get one slice and then only a particular kind with the smell of bread all around you - one slice isn't nearly enough. Its pretty sad and definitely makes the job difficult. I am having to practice how to get the information needed and still compassionately extricate myself from the massive web of need that some patients can be. The hardest are the ones who say "Can't you just sit with me for a little while?" I had one of those this week.
No advice - I am only an extern. But I sympathize. I love the idea of starting the conversation off setting up the boundaries of the encounter.
When you are sick, you want the whole world to care about all your non-sick issues. You have all these wonderful nurses who are so compassionate. It's like picking up a box of compassion from the grocery store, on sale too :)
Um, no.
You may want the whole world to care about all your non-sick issues ... but not everyone does. I certaintly don't want the whole world in on my issues whether I'm sick or not sick.
When I'm sick, and feel like hell, and look like hell ... why in the hell would I want people around?!
okay, as someone who is not a nurse yet - working on my BSN (as a 2nd career) i would love to know where you work where people even get the slightest notion that there's time to chat.
i live in a fairly small town and any trip i've ever had to the ER entails hours of waiting. i would think saying, "let me go see if the doctor is ready to see your" or "let me check on your results" would be good enough to shut me up.
after 2, 3, 4 hours of lying there sick - i would think that would work! it doesn't?
I sometimes have to rely on the "buddy system". I tell the coworker who is
closest to me, "If I am not out of that room in 20 minutes, please come tell
me there is a doctor on the phone for me."
I only use this for special situations. It works really well because the pt or
family thinks the doctor might be calling about them.
Yes, and our rooms are positioned so the patient cannot really see out into the hallway. I have been known (when being held hostage by a verbal assault) to wave to my imaginary coworker and say, "Yes, I did call Dr. So-in-So. I will be right there..." Then I run out the door.
Not used often and only for extreme circumstances.
carolmaccas66, BSN, RN
2,212 Posts
Working in ERs/EDs is not the same as other wards/units. People - and I mean everyone - LOVE talking about themselves and their life, and their problems!
I have the same problem in psych nursing. I always say something like: 'So what RECENTLY happened that brought you in here today?' I listen for a minute or so, then I say: 'So if I can just go back to your saying (whatever), and that is why you are here?' or 'So this (event) caused you to have such-and-such happen, that is why you're here?' You need to keep interrupting and re-directing the conversation, otherwise girl, yes they ARE lonely and you will be there all day listening to their life story! ERs/EDs are busy places and you have to get your work done.
Also in psych I give my patients a time limit. I say: 'We can have a talk for 20 minutes only as I have 6 other patients, and have to do meds at 6pm', or something like that and I remind them of the time gone by. That way, they have a heads up. And I always say something like: 'We have 5 minutes left b4 I need to go attend to (whatever), can you summarise your problem/s/why you are here?'
If all this fails, get basic details then say: 'I must go I have other patients to see, I will be back later, OK?' then simply walk out. They will get the message.
Don't worry re being rude, you have to get your work done in a timely and organised fashion. It is not your job to fix every problem they ever had in their life - and believe me they will tell you about their every problem if you let them!