Pardon Me While I Vent about this "Patient As A Customer" deal

[Tweety]

This is not a rant about staffing, we are horribly short staffed, but normally we are o.k. We're going through a rough, hopefully temporary time right now as some contracts have left.

I'm taking care of a patient who c/o of chest pain and was admitted, only to later refuse telemetry, leaves the floor to smoke. I see he's up at 5AM and ask him to reconsider the telemetry, as he told an aid, not me. I explained as a cardiac patient he needed to be on it.

"I don't like your attitude, just do what you got to do and leave me alone."

I'm tired, stressed, working overtime, caring for patients above and beyond the normal ratios.

So I say, "You're the one who came in here complaining of chest pain. I don't care if you wear the monitor or not. I'll go care for sick patients that need me. "

He said he didn't like my bedside manner. Well excuse me Mr. Customer I ain't in the mood for kissing ass today.

I DARE and DOUBLE and TRIPLE DARE anyone from management to say anything to me if he complains. Just dare them.

Thanks for listening.

[Tweety, BSN, RN]

Originally posted by cheerfuldoer

No nurse wants to be rude, short-tempered, overstressed the entire shift they work.

How about the entire four-day stretch of 12-hour shifts??? LOL

Thanks, not only do I not want to be rude and short-tempered, it's not in my nature. But sometimes......well you understand, that's why I came here to vent. :)

[live4today, RN]

Yes Tweety. We do understand. You're safe with us. :kiss

Nighty night all! :zzzzz :zzzzz :zzzzz

[fab4fan]

As far as patients as customers, as someone who's not yet a nurse, I'd have to say it kind of works both ways from my view.

Sigh...just once, I would like those who aren't yet nurses to wait until they have worked as nurses before posting on "how things should be."

I would never dream of telling a policeman how to do his job.

Please, tmiller, wait until you've walked the walk and talked the talk, before taking the rest of us to task.

[Hellllllo Nurse, BSN, RN]

quote:

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As far as patients as customers, as someone who's not yet a nurse, I'd have to say it kind of works both ways from my view.

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Originally posted by fab4fan

Sigh...just once, I would like those who aren't yet nurses to wait until they have worked as nurses before posting on "how things should be."

I would never dream of telling a policeman how to do his job.

Please, tmiller, wait until you've walked the walk and talked the talk, before taking the rest of us to task.

ITA.

[tymomrn]

In the ER, I love when they come in and think they are going to get one thing, then they NEED osmething completely different and refuse it.Out comes the AMA form! Until they find out that their insurance might not pay for the visit. If the pt has been a PIA, I make the doc go in to explain the risks and get the signature. As long as they are informed of the risks, they sign that magic form, and you document your tail off, I say let 'em go.

[VivaLasViejas, ASN, RN]

I'm naturally friendly and easygoing, but it sticks in my craw to be lectured about "customer service" by management at every staff meeting as if we were so many burger-flippers. After all, it's not very far from "customer service" to "the customer is always right", and as every nurse can attest, the customer is often WRONG......especially when it comes to matters like sneaking cigarettes in the bathroom, disconnecting the IV because "it makes me pee all the time", having friends/family bring in a fifth of Jack Daniels (or other drug of choice), eating their roommate's food, getting OOB without assistance, playing with the oximeter/IV pump/telemetry etc. causing said equipment to alarm repeatedly during a busy shift, "forgetting" that they're NPO, refusing meds and treatments, peeking at other patients' charts, getting mad because we won't allow 150 of their closest friends to visit at the same time, annoying other patients by turning up the volume on the TV at 3 in the morning, and demanding a shower and a full linen change while there's a code going on in the next room.

As I've often said, sometimes I think the only difference between me and the folks who spend 8 hours a day asking "Didya want fries with that?" is about 20 bucks an hour.

[Tweety, BSN, RN]

Originally posted by BarbPick

I occasionally do a shift staff relief at a hospital that has a script that the nurses have to adhere to. First contact with the patient you must go in ans say I am Barbara and I am your nurse today, write your name on a board and personal cell type phone number that the aptient can contact you directly, say I have not looked at your orders yet, is there any way I can meet your needs till then?

It continues from there as completely scripted. Is this common or isloated?

I've never heard of such a thing, but I've only worked two places. However, I would think that a patient who has been there for several days and every nurse says the same script is going to feel that it's a bit shallow and insincere.

Here's a concept: Let us use our own brains and interpersonal skills in dealing with patients, and invidualize them.

[TiffyRN, BSN, PhD]

I worked tele for years and got used to people refusing things, threatening to go AMA, wanting to go out and smoke. . .

I actually dealt with it better than some cause I refused to take it personally, I would give them a very good speech about "this medication/monitor/procedure is designed to provide you with this benefit and if you don't take advantage of it the risks could be. . . " Then document it to death but not spend more than 2 minutes "cajoling" anyone to do anything (who was alert and oriented). Amazing how often they would decide they did want said med/procedure/monitor when they discovered there wasn't going to be someone hovering/cajoling/begging over them about it. I had better places to spend my time. Saved me a lot of ulcers and headaches and you guys know it makes little difference in how the patient acts. I've seen good nurses spend literally HOURS cajoling someone to spend the night at the hospital who needed a cardiac cath in the morning. Reminds me of a 2yo stomping their feet until they get enough attention. You know an AMA discharge takes a lot less patient teaching and documentation than a traditional one (most places I worked it was a matter of a couple of phone calls, a couple of nurses notes and try to get the patient to sign the AMA form but not required).

NICU has it's own challenges but since I work nights when 90% of the parents go home nothing gets refused (except a few parents who leave instructions, pretty unusual). If a tube needs to go down one, it goes down, needs blood work, it gets drawn. And ain't it peachy that what would be called "restraints" in any other field is called "swaddling" here

[bigfishsmallpond]

Originally posted by 3rdShiftGuy

I've never heard of such a thing, but I've only worked two places. However, I would think that a patient who has been there for several days and every nurse says the same script is going to feel that it's a bit shallow and insincere.

we don't have scripts, but our hospitaL is considered a "boutique" where patients all get private rooms, "room service"such as being able to order whatever they want to eat , whenever they want it,etc. The thing that tics me off is they expect VIP serrvice , and complain when it isn't their idea of 5-star!One pt wrote a complaint that his girfriend, child, parents and 2 friends were asked to go to the cafeteria for meals.He felt that he should be able to order enough food to offer them a little something when they came to visit. The dining room manager blew when he ordered 3 shrimp dinners, 2 cheeseburgers and fries and a bottle of formula for the baby!

[Marie_LPN, RN, LPN, RN]

Originally posted by gettingmymsn

Originally posted by 3rdShiftGuy

One pt wrote a complaint that his girfriend, child, parents and 2 friends were asked to go to the cafeteria for meals.He felt that he should be able to order enough food to offer them a little something when they came to visit.

I swear ppl need reminded that it's called THE HOSPITAL and not THE HILTON. :roll