Marketer Conflict as a DON
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I work for a small hospice with a census of 30. We have a marketer with no clinical background who's pretty difficult to deal with. She tells me patients/families/everyone said or did things that never happened at all. For example telling me that doctors are angry over how long an admission is taking to start or lying and saying the fax machine at a LTC where a referral resides isn't working for her to send me clinical documentation from the pt. Chart for clinical review prior to accepting as a patient and telling me "they're going to be a COPD dx just tell the nurse to get the clinicals from the patient chart when they get there to admit".
Our owner and administrator regularly admit that she's a problem and it's so bad that we've lost so many good nurses because of her. But because of politics they aren't getting rid of her yet. Or at all...not sure anymore.
The patient who she demanded that I accept for admit the other day has a long hx in our community of severe drug seeking behavior so bad that nurses have quit the facility he resides in over his behavior. I finally got the marketer to send me his h&p, etc so I could review and accept and we got him admitted. But as the admission was still in process she called me to tell me that the patient had called HER to tell her our nurse denied him pain medication and said he couldn't have anything at all for pain.
I called the nurse who explained that she never told then patient that...she told the patient that she had to count his narcotics with the facility nurse before she could give anything and that some meds were still on a schedule and he wasn't due for most of them but she'd give the prn morphine once it was checked in per facility protocol.
Called the marketer back...explained the situation and she verbalized that she understood. "Makes sense got it thank you for following up" was her response.
Next thing I know the admit nurse is calling me back saying that the marketer is texting and calling her demanding that she give the patient something for pain immediately after I just told her that the meds hadn't been counted with the facility nurse yet. She's additionally telling me that the facility medical director told her that the current nurse working at the facility is a "problem" who has labeled the patient a seeker and regularly denies him meds when the doctor said no such thing and ALL of the nurses at the facility are wary of the patient's constant demands for opiate analgesics to the point that he's abusive if he doesn't get them when he wants them. She just completely lied and said the doctor said something that never came out of his mouth.
My response was to tell the marketer that it isn't the nurses job to determine if the patient is being truthful about their pain but for us to assess and report our findings to the MD and let them choose the appropriate intervention. I assured her that we would do just that, and she finally left us alone for the night.
But she's constantly lying, demanding immediate admissions for referrals without any clinical review...interrupting the IDT process and demanding to lead IDT and refusing to take no for an answer until people finally scream at her....I could go on forever.
It doesn't sound bad when I type it out but I'm just wondering how to diplomatically deal with her because she's extremely disruptive and creates so much chaos. I'm trying to learn how to speak her language to improve the work environment but she's the worst marketer I've ever worked with.
Any advice? We did have a meeting to delineate the referral process responsibilities with my boss clearly telling her where she ends and nursing begins but she completely ignored it. My boss says when she's held accountable she yells..blames everyone else and just generally act like a child. Any and all advice on dealing with her in a way that minimizes the chaos until she's gone is much appreciated.