It happens to all of us. We're in a patient's room, we go out intending to get that pillow, that sleeping med, whatever (it's usually something minor), and as you're passing another patient's room, Something Very Bad is happening and you're suddenly taking care of a crashing patient, and Stable Patient's pillow is the furthest thing from your mind.
We're not allowed to say to Stable Patient, "I had a patient who needed me more" and now when we go back there a half-hour later, Stable Patient is ready to spit nails because she's been waiting so long for something that seems so simple. She's threatening to write to everyone up to the Pope about this inefficient service, and you know that she's the type to do it.
You now have to calm this patient down and take care of her.
How do you handle it? What do you say? How do you smooth things over?
The surgeon went berserk, yelling and screaming, threatening to have all of us fired, got all of us wrote up, and ultimately caused one of the nurses to quit and another one of us to transfer to another unit. Nursing administration never backed any of us up that we had more pressing things to deal with at that time.
Specializes in Vents, Telemetry, Home Care, Home infusion.
I was curious if anyone tells patients up front that it might be a few minutes before they can get back with their pillow, toothbrush, etc. For instance if you are in the middle of 9 Am meds.
Yes "I will be getting back to you after completing my med pass due to med safety" perfectly acceptable.
If I know I have a patient needing my attention for 45min wound care due to complicated surgical/multiple decub, would tell my pts when I next expect to get back to them....same thing if I have pt circling the drain, would let them quickly know of pt emergency will be back ASAP.....
All that goes out the window upon exiting doorway with your coded patient being transported to CCU and see your other patient across hall with appearance grand mal seizure :eek: ....just might be 2 hrs or more before you eyeball other patients. Hopefully other staff are team players and answering any call bells. You do the best you can.
When I get back to patient "I'm here now for your care needs, lets plan your care for rest of the shift, what can I do to help as I have the time" ... "anything else needed?" usually stated as I turn to leave room.
One day pt all huffy over minor issue despite my best pillow fluff er service recovery spiel demanded to speak to the person in charge, told em I'd get them ASAP.....walked out the door, got a drink of water, then came back into room "I'm the charge nurse"....they calmed down upon realizing had reached top problem solver on duty.
Proactively notifying manager of busy shift/multiple codes, any attempts to diffuse angry patients or just heads up in case problems later reported very helpful for Mgr to have facts at hand in dealing with issue next shift /day. Call in shift supervisor if charge nurse unable resolve issue.
Yes "I will be getting back to you after completing my med pass due to med safety" purfectly acceptable.
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absolutely. When I worked on the floors, I'd often have to say this. Our day ratio was 1:6 or so, evenings 1: 9 or more and nights 1:17 on a medical floor. So, if I was asked for something that I couldn't do that immediate moment, I would tell the patient that I really couldn't do that right that second, but I would as soon as I finished XYZ. I'd also say something like I won't forget you and I'd let them see me write down their request on the paper I carried around. Of course, then there was always the inevitable time or two that I would forget and then I'd feel terrible.
Specializes in Med Surg, ICU, Infection, Home Health, and LTC.
One day pt all huffy over minor issue despite my best pillow fluff er service recovery spiel demanded to speak to the person in charge, told em I'd get them ASAP.....walked out the door, got a drink of water, then came back into room "I'm the charge nurse"....they calmed down upon realizing had reached top problem solver on duty.
One day pt all huffy over minor issue despite my best pillow fluff er service recovery spiel demanded to speak to the person in charge, told em I'd get them ASAP.....walked out the door, got a drink of water, then came back into room "I'm the charge nurse"....they calmed down upon realizing had reached top problem solver on duty.
:roll
Been there, done that!
I love it *evil grin*. Oh, if only we could all say that...
One day pt all huffy over minor issue despite my best pillow fluff er service recovery spiel demanded to speak to the person in charge, told em I'd get them ASAP.....walked out the door, got a drink of water, then came back into room "I'm the charge nurse"....they calmed down upon realizing had reached top problem solver on duty.
When I worked med-surg, staffing on night shift was at a bare minimum as it is in most med-surg units. When we had a code one night (with 28 pts on the floor, 3 nurses, no aides or unit clerk) somehow a pt had to wait about 20 minutes for a bowl of soup she wanted. She got upset, calling her son in at 2 am because she was being "neglected". He called the surgeon in. The surgeon went berserk, yelling and screaming, threatening to have all of us fired, got all of us wrote up, and ultimately caused one of the nurses to quit and another one of us to transfer to another unit. Nursing administration never backed any of us up that we had more pressing things to deal with at that time. No one ever got an apology for this mess. All over a &$%#@* bowl of soup. This is why no one wants to be a nurse anymore. Where is our support for just doing our job?
:lol_hitti
It's for this reason that it's more practical to diffuse a situation rather than to invite them to further complain. My experience with people, nursing or otherwise, is that if they feel ignored, they'll take to the next level until they feel they've been heard and validated. I'm not saying this is right, it's just the way some people are and in nursing we can't get away from it. If you antagonize them more, they go to management and management has a different take on medicine than we nurses have. They're looking at it in terms of dollars and cents. In the post where the surgeon got upset, that's because he's not about to loose a patient (translated-income) because the nurse didn't get soup. Again, I'm not saying it's right but reality is that an empty bed means less money from management's POV. We have their support to the extent that it doesn't interfere with their bottom line--the almighty dollar.
Specializes in jack of all trades, master of none.
This thread reminds of the 1st & only time I'd ever lost my temper with a patient. The roommate kept climbing out of bed, trying to pull out PEG tube, foley, IV...lost that about 3 times in night... The roommate is c/o that his water is not cold enough, as 3 of us are struggling to keep Mr.Confused from busting his head open while trying to beat the hell out of us with his grabber. I told the roommate, while tangled up in the mess, that I would get him fresh ice water as soon as I could. Then, here comes a pitcher of water flying across the room. I was like, Did you seriously just throw that pitcher?! He screamed at me to go get the "f-in ice water." I must have looked mad b/c the other 2 nurses with me had that uh-oh look on their face... & then I kinda just snapped & told the roommate... I'll get your "f-in ice water when I am done getting my ass kicked by your 93 yr old roommate & after I clean up that mess you made like a 2 yr old having a temper tantrum, so I don't break my neck slipping on water YOU threw onthe floor while I am TRYING to help your roommate." We were a unit all by ourselves & it was just us 3 nurses on night shift, so no other help available... Ughghg...
The old guy settled down & FINALLY fell asleep, I cleaned up the water that had been thrown, got the fresh ice water, & PROFUSELY apologized.... Never kissed butt so much, but it needed to be done.
Anyway, the roommate also apologized, we chatted for awhile since the night was once again peaceful... Turns out, day & evening shift hadn't given him fresh water all day & he thought all we did was sit at the desk sleeping... He ended up giving my name on a patient survey & raved about me... LUCKY ME!!!
I apologize and state that I had an emergency with another pt. Most are understanding as they see everyone run into a room with a crash cart or they hear the nurses yelling for RT stat, overhead pages, etc. If they get upset over a late pillow then that's sad. It's a hospital, not the Hilton.
One lady did not understand. She needed an extra pillow when a code was called. After the code, she was the first pt I went to. I explained to her that I had an emergency and I showed up with the pillow. She complained and I flatly told her "this is a hospital, not a five star hotel and spa and you are not the only pt here." That shut her up.
Proactively notifying manager of busy shift/multiple codes, any attempts to diffuse angry patients or just heads up in case problems later reported very helpful for Mgr to have facts at hand in dealing with issue next shift /day.
Speaking as a manager, this is extemely helpful- then I can visit the patient and try to do some damage control before they go home.
Every patient thinks their needs are the most important...sigh
:eek: 
:lol2:
Tiwi
162 Posts
that stinks, pure and simple