I went off on a family member...and I don't feel bad about it.

graceomalleyRN, RN · Jun 25, 2008

I don't think you have anything to apologize for, Michigan RN.

BlueEyedRN · Jun 25, 2008

I had to get a little short with my patient's visitors last night. I had people trying to come in past midnight, but it was actually friends of the patients mom, several of whom had never even met the patient. I told the mom that it was totally inappropriate and if she needed their support, she could get it in the waiting room. I practically had to plant myself in front of the door because they kept trying to sneak past me. Some people amaze me.

Jolie, BSN · Jun 25, 2008

I agree that nothing you said was inappropriate or overly harsh.

My only question is this: When a person calls who is not an identified family spokesperson, why are they even put thru to the nurse?

SoundofMusic · Jun 25, 2008

I don't think you "went off" on them - you stated what you had to do directly.

I had a patient's own daughter hang up on me from the other side of the country. She could NOT provide the family code (and we have that system, thankfully) and was very irritable. She said "well, they don't do it this way in California!" -- and I had to say, "well, sorry, but that's how we do it here and it's the law."

She hung up on me and I thought the patient woudl be angry about it, but even he didn't seem all that concerned. :chuckle

catlynLPN · Jun 25, 2008

I agree that nothing you said was inappropriate or overly harsh.
My only question is this: When a person calls who is not an identified family spokesperson, why are they even put thru to the nurse?

This is what I was wondering. Why is the person who is at the desk answering the telephone, not screening the calls?

If the person calling is not one of the designated family members to call, then the nurse shouldn't even have to come to the telephone.

RN1982 · Jun 25, 2008

The clerk was screening calls but they were giving the clerk a hard time. The lady I asserted myself too was VERY rude to the clerk and by then I had, had it.

megananne7 · Jun 25, 2008

This is what I was wondering. Why is the person who is at the desk answering the telephone, not screening the calls?
If the person calling is not one of the designated family members to call, then the nurse shouldn't even have to come to the telephone.

At my job, half the time the unit secretary gets calls like "I need to speak to the nurse" and just transfers away. Usually its either a family member asking "Hows xxx doing today? I'll be there in an hour" (why cant you wait an hr?! :banghead: ) or someone in CAT Scan/Radiology asking "Can we take xxxx in a w/c or do they need a stretcher?" (which we do a "travel log" meaning every pt has basic info about how they need to travel and if they have o2, IV, etc.) so I'm not sure why they just dont ask WHO they are and WHAT they want.

aloevera · Jun 25, 2008

you gave her "just the facts, maam" and it was not harsh at all.....

RN1982 · Jun 25, 2008

Sometimes I think you just have to get down to their level once in a while. I'll be nice and say that the patient is stable and that is all the info I can give. But if they persist I'm just going to go into my "I will lose my job if I give patient info over the phone" line. That family was exhausting. After I finished snapping at the family member, I even asked the clerk if I was rude and she said no.

ProLogic · Jun 25, 2008

I wouldn't call that "going off". You had what you had to do, that was the right thing to do.

RN1982 · Jun 25, 2008

Well, I certainly feel better now. Thanks everyone for the reassurance.

suzanne4, RN · Jun 25, 2008

Perhaps a change in wording would be more appropriate than what is being used. You did not go off on anyone. You had an emergency that you had to deal with and nothing more than that. Being quick and to the point with someone is not considered going off on them at all.

If you really did go off on them, then they more than likely would have called administration about you.

You were straight and to the point, but personally, I would have never even picked up the phone. They should have been told that you were busy with an emergency and that they could call back later if they wished. And that would be it, no other explaining needed to be done. It is your perogative whether to speak to them or not.

It is not a requirement that you leave your patient to do so, patient care always comes first.