I am always gracious and try to accomodate reasonable patient/family requests, but my name tag yesterday must have read 'Handmaid' instead of RN. I was instructed (not asked) by several different patients/family members the following:
"Go get us about eight or ten chairs so everybody can sit down in here."
"The baby's father hasn't had anything to eat today, can you make him something?" (This was 1930 and FOB who missed the 0915 delivery had just shown up).
"Can't you get the kids sandwiches?" (I was happy to bring graham crackers and juice, but was met with "Well, that's not enough for dinner.")
"I can't use a taxi voucher because that way I have to go right home. Don't you have a petty cash fund? I need to stop at my friend's house and the store first."
"My boyfriend wants a set of the baby's footprints, a copy of the baby's picture, and that test to make sure he's the father."
This, of course, all in addition to the usual "The baby's diaper needs to be changed," "Bring me another Percocet. Somebody here (a visitor, not the patient) has a headache," "Take his (another visitor's) blood pressure," and "He needs some scrubs to wear."
Sorry for the rant. Yesterday was a long 14-hour day and I just needed to get it out. :angryfire :angryfire :angryfire
Last year we had a baby in the NICU with multiple congenital anomolies, heart defects and a huge omophacele. He was trached and on a vent for 6 months. The Docs encouraged the parents to turn off the life support because the baby had zero chance of survival outside the hospital. In this hospital each baby has its own room in a pod of six rooms. This mother lived in the pod from 7 am until 10 PM. Not only did she interefere with the care of the infant (she once cut the bandage off the omaphacele because she thought it was too tight) she gossiped about the other patients and once berated another mother for using drugs during pregnancy, essentially blaming her for the babies condition, a fact that she learned from overhearing report. She would often call other parents and tell them we were doing "procedures" on the baby and they better come quick! The parent support group, the social workers and the docs and nurses had numerous meetings with this woman, yet nothing was ever done to stop her. Eventually no one wanted the assignement, she made it too stressfull. The day she decided to turn off the life support she demanded that we take the baby, who is all but brain dead, up to the roof so he could see the sun rise. A doctor, a respiratory therapist and two nurses accomodated that request. While I have great sympathy for the woman, why is it that hospitals bend over backwards to accomadate these squeky wheels when they cause so much dissention amoung staff? Even the Docs (surgeons vs neonatologists) were at each other over this case. When is enough, enough?
Last year we had a baby in the NICU with multiple congenital anomolies, heart defects and a huge omophacele. He was trached and on a vent for 6 months. The Docs encouraged the parents to turn off the life support because the baby had zero chance of survival outside the hospital. In this hospital each baby has its own room in a pod of six rooms. This mother lived in the pod from 7 am until 10 PM. Not only did she interefere with the care of the infant (she once cut the bandage off the omaphacele because she thought it was too tight) she gossiped about the other patients and once berated another mother for using drugs during pregnancy, essentially blaming her for the babies condition, a fact that she learned from overhearing report. She would often call other parents and tell them we were doing "procedures" on the baby and they better come quick! The parent support group, the social workers and the docs and nurses had numerous meetings with this woman, yet nothing was ever done to stop her. Eventually no one wanted the assignement, she made it too stressfull. The day she decided to turn off the life support she demanded that we take the baby, who is all but brain dead, up to the roof so he could see the sun rise. A doctor, a respiratory therapist and two nurses accomodated that request. While I have great sympathy for the woman, why is it that hospitals bend over backwards to accomadate these squeky wheels when they cause so much dissention amoung staff? Even the Docs (surgeons vs neonatologists) were at each other over this case. When is enough, enough?
I'd say that sure was more than enough,but now a days we are so concerned with competition fom other hospitals/law suites that pt/family/friends are taking advantage of us the health care workers who only want the best for them them......This really sucks! :angryfire
Last year we had a baby in the NICU with multiple congenital anomolies, heart defects and a huge omophacele. He was trached and on a vent for 6 months. The Docs encouraged the parents to turn off the life support because the baby had zero chance of survival outside the hospital. In this hospital each baby has its own room in a pod of six rooms. This mother lived in the pod from 7 am until 10 PM. Not only did she interefere with the care of the infant (she once cut the bandage off the omaphacele because she thought it was too tight) she gossiped about the other patients and once berated another mother for using drugs during pregnancy, essentially blaming her for the babies condition, a fact that she learned from overhearing report. She would often call other parents and tell them we were doing "procedures" on the baby and they better come quick! The parent support group, the social workers and the docs and nurses had numerous meetings with this woman, yet nothing was ever done to stop her. Eventually no one wanted the assignement, she made it too stressfull. The day she decided to turn off the life support she demanded that we take the baby, who is all but brain dead, up to the roof so he could see the sun rise. A doctor, a respiratory therapist and two nurses accomodated that request. While I have great sympathy for the woman, why is it that hospitals bend over backwards to accomadate these squeky wheels when they cause so much dissention amoung staff? Even the Docs (surgeons vs neonatologists) were at each other over this case. When is enough, enough?
I don't believe it is a matter of accomadating the squeaky wheels. It appears, to me, it is a lack of co-ordination solving the problems between the mother, the other parents and the staff. It appears it is much easier to address her complaints then to set and stick to limitations.
I was an assistant administrator, in a 450 bed teaching hospital, that was sanctioned five million dollars. Why, because the nurse manager and chief of service refused to discharge ped trach patients to home care or even look for long term placement. Some of the patients had been living there for more then eight years. Although we appealed the fine, we lost. And all ten of the children were either placed or went home with proper home health care. It is not only parents who are the sqeaky wheel but so not are some of the staff.
I'd say that sure was more than enough,but now a days we are so concerned with competition fom other hospitals/law suites that pt/family/friends are taking advantage of us the health care workers who only want the best for them them......This really sucks! :angryfire
The reason the other managers and administrators don't do anything is because we are a million dollar industry. My manager always sides with the pt and their family. We wouldn't want to rock the boat. We may not get a good Press-Ganey score if we make our pts, or shall I call them customers, unhappy. "Welcome to McDonalds. May I take your order please." It's easier and less costly to the hospital to upset the staff than it is to not kiss some pts behind.
When I have visitors or patients ask for more chairs, I politely explain to them that it is against our hospital policy to have more chairs added to the room due to fire hazards. This usually shuts them up (after all, I point out it is for the patient's safety). As for requests for food and drinks for all of the visitors, I explain to them that we only have a limited supply of those items for our patients, and direct them to the vending machine in the waiting room or the cafeteria.
Lately I have had several father's complain about the couches that are also beds. My response is "Really? I have always thought they looked a lot more comfortable than the vinyl recliner I spent the night in when my husband had his kidney stone!". I swear, if they want the comforts of home, then they should have had a HOME BIRTH!!!!
Ok, I'm not a nurse yet, but is it acceptable to kick visitors out of the room without a warning? Like if they curse, yell, make a scene, obviously that's not good for the patient.
Personally, I don't think I'll be able to tolerate a visitor acting innappropriately.
Specializes in CCU, SICU, CVSICU, Precepting & Teaching.
when i have visitors or patients ask for more chairs, i politely explain to them that it is against our hospital policy to have more chairs added to the room due to fire hazards. this usually shuts them up (after all, i point out it is for the patient's safety). as for requests for food and drinks for all of the visitors, i explain to them that we only have a limited supply of those items for our patients, and direct them to the vending machine in the waiting room or the cafeteria.
lately i have had several father's complain about the couches that are also beds. my response is "really? i have always thought they looked a lot more comfortable than the vinyl recliner i spent the night in when my husband had his kidney stone!". i swear, if they want the comforts of home, then they should have had a home birth!!!!
your strategy works much better when all the nurses use it . . . if you're the only nurse that won't bring 8 extra chairs into the room or feed the crowds, you become the bad nurse. sometimes, you even get written up.
Ok, I'm not a nurse yet, but is it acceptable to kick visitors out of the room without a warning? Like if they curse, yell, make a scene, obviously that's not good for the patient.
Personally, I don't think I'll be able to tolerate a visitor acting innappropriately.
It's not acceptable to kick anyone. :) You can use therapeutic communication to relay a point. (There are times I'd like to use a therapeutic pillow)
We also have a policy that our "little" snack food area is for patients, some of the nurses allow the FOB to help themselves, but that's it, maybe a cracker for a sibling also. Have to be firm and stand your ground, same policies for everyone.
We also have a policy that out "little" snack area is for patients only, visitors can help themselves to coffee,tea or water. I may give some crackers or jello to siblings, or some food to the FOB, but that's it. You have to be firm and stand your ground, same policies apply to everyone.
your strategy works much better when all the nurses use it . . . if you're the only nurse that won't bring 8 extra chairs into the room or feed the crowds, you become the bad nurse. sometimes, you even get written up.
ruby (bad nurse)
i wouldn't worry about being written up for that. sounds as if some of those nurses need a reality check, then. good for you refusing to bring more chairs. we don't do any of that for families and have never had anyone even ask.
Marie_LPN, RN, LPN, RN
12,126 Posts
Or hang a sign about the pt. snack bar that says "This isn't the public K and W Cafeteria buffet!"