I pushed my call light 3 seconds ago, what took you so long?

[Joe V]

Today, we all have iPhones, iPads, iComputers, and everyone texts, messages, and/or tweets. Everything is instant. So, why shouldn't hospital care be instant too. From the "I don't want to wait to be seen" patient to the "I pushed my call light 3 seconds ago, what took you so long?" pt, we have all seen it. And...students are at a disadvantage as they are often seen as newbies with rose colored glasses. What do you students think of the instant gratification expected from patients?

[RLJS]

I think they're demanding and totally out of touch with reality but because of Press Gainey Scores, I of course am not allowed to express that to them. Instead, I just smile, nod, let them vent, and then do whatever the heck it was that I went into their room to do in the first place, before calmly leaving their room and going on to my next patient. If the patient is totally out of line, yelling and being verbally abusive to me... I tell them that I'll be back later when they've "had a opportunity to calm down and compose themselves" or I call a supervisor. Then, I immediately leave their room and move onto my next patient. I don't have time for bull **** and I shouldn't have to put up with intimidation, bullying or physical and verbal abuse from anyone, much less from someone I am tasked with compassionately trying to care for. Most nights, I'm assigned 10 patients. If I'm lucky, I'll have a tech to assist me. Otherwise, I'm assigned 5-6 patients to provide Primary Care to without the use of a tech. Despite what patient's think, I don't have magical powers to clone myself so it's not humanly possible for me to be in two places at the same time. For example, the other night, I had a patient with hypoglycemia. Her blood glucose kept dropping despite all of our efforts to raise it with glucose gel, high carb snacks, and glucagon. I still had (2) patient's left to pass meds to when this occurred. I quickly went around to those (2) patient's, explained that I had a patient medical emergency that needed to be addressed. As such, I would be late giving them their 9PM meds but I would be back later. Additionally, the hypoglycemic patient's room was directly across from their rooms so they could clearly see us (2 nurses and a supervisor) frantically working to obtain IV access on the hypoglycemic patient so we could provide her with IV Dextrose. Yet, that did not prevent those patient's from putting their call lights on 6 times to inquire why their medications were late!!!!!! When I stand at the start of a new shift, I ask God to bless me with vision to see the best in things to come and the wisdom to make good decisions. Then, I try to go above and beyond to do what is necessary for my patient's rather than what is convenient for myself, I try to learn something new each day, and for each setback or something I didn't do well, I try to give myelf credit for 3 things each day that did go well or that I'm grateful for. Then, I let it go....

[firstinfamily, RN]

RLJS, you got it, unfortunately this is nursing which involves serving the public. I often wonder what these patients would do if there was not a visable person for them to ask requests from etc. Perhaps a robotic nurse will meet their needs better??? Maybe we will find out within the next 10 years, but I doubt it. Yes, we have to prioritize and also maintain good customer relations, so telling them you have a medical emergency with another patient and you will be with them as soon as you can is perfectly acceptable and if they did not like that I am sure they will reflect it on their post-stay evaluation!! We cannot be all places at the same time.

[NewYorkerGirl]

My favorite is when they demand to see the nurse, and refuse to state why. We repeatedly ask what we can do for them, or what can someone bring you, but they MUST SEE THE NURSE! Then I get there and they ask for a bedpan or water or something. The tech could do that...

I loved what I saw in a modern, updated pediatric hospital: nurses had phones and could talk to the patients and families instead of a call-light system. That saved a lot of needless walking around and frustration.

[nursel56]

Love the cartoon, Brian!

[RainMom]

We had that pt this weekend. Within seconds of pushing call light..."Nurse! Nurse!" or yelling for staff by name.

[TeeKay12]

Love these patients. Especially the one that pushes the call light as you're walking out of their C-Diff room (after disrobing and disinfecting), when just a few minutes ago you asked "is there anything else I can do for you? Pain, potty, position, kiss your tushie?" They said no, but suddenly they remembered they need something now that will require you to put all the PPE back on.

And due to Press Gainey and HCAHPS, I can't say a thing other than "Why yes, let me do that for you, so sorry you were inconvenienced by having to wait for me to care for the other 12 patients I have or the patient we have that is crashing down the hall."

[Levitas, BSN, RN]

Not always, but a lot of the time...

I find that those patients that are especially needy, or those who expect the call light to be answered immediately, are sometimes placated if their immediate needs are given into within the first couple hours.

By this I mean, at shift change, if I answer their call light, and attend to their wants and needs like Johnny on the Spot, they tend not to call as much through out the night, unless absolutely necessary (or, if they're consistently wanting their PRN's).

Perhaps they're testing me, or maybe it's a comfort knowing that I am that person that will be there almost immediately if you need me (and if I can be). I don't even really bother asking what, specifically, they need on the call light. I just tell them I'll be right down.

I'll tell you one thing, since I've started nursing, I've lost over 25lbs, and that's likely due to the fact that I'm walking/running up and down the halls all night

[classicdame, MSN, EdD]

we are trying to get into the habit of telling patients that, since we make rounds hourly, the call button is only for emergencies. Does not work on everyone of course, but we have changed their expectations somewhat and are getting fewer complaints.

[PacoUSA, BSN, RN]

NewYorkerGirl said:

I loved what I saw in a modern, updated pediatric hospital: nurses had phones and could talk to the patients and families instead of a call-light system. That saved a lot of needless walking around and frustration.

I am sure they are a lot fatter too

[labmom]

I agree, Levitas. Making patients feel that you will be there for them at the beginning of the shift will usually result in fewer requests later in the shift. I guess they just have to know that they are not alone. You also show us that patients DO NOT sleep during the night shift like nurses on other shifts frequently seem to believe! Hang in there; you've got a good attitude.

[Salebow]

Call light queens are the ones that really irk my nerves. We had one the other week that would put it on and want her pillow fluffed. After tech does this and asked if there was anything else needed pt states no. As soon as she leaves the room, she puts call light on. This process went on for I don't know how long, and the pt wonders why staff are short and rude. People like that really irk me to no end.