Patient abuse... To staff

[lmccrn62]

I am a director if a medical surgical floor. I am proud if my floor and all the disciplines that work there. Today a patient made a complaint about the young girl that cleans the patient rooms. She is very kind girl and engages in conversation with the patients. She is often positively mentioned by other patients.

So the nasty old bat complained that the young girl is inappropriate. She talks about stuff and asks questions that are none of her business. She commented that a monkey could do her job and why do we hire people with accents that can't speak correctly. And why they lack education. And she needs to shut her mouth and do her job!

I am so appalled by her ignorance and downright rudeness.

Really!!!!

[Dazglue, ADN, BSN, MSN, RN]

That young lady is lucky to have a boss like you...My boss? Yeah, she would listened/believed the complaint, presented me with a write-up, and sent me to a conflict resolution class....

[LaRN]

I'm sorry, but this was a little funny.

I'm sure the employee meant well, but it's probably in her best interest not to have any kind of conversation with patients other than a polite hello. Some folks are just waiting for the opportunity to fly off the handle and control something...anything. Not to mention, people are usually at their worst when their health is off balance.

The sad moral of the story is, they can appear very helpless and sweet, but turn on you like a tasmanian.

[Guttercat, ASN, RN]

I am appalled at how awful your grammar is and how you talk about one of the patients on your floor.

Really?

Did you even read your post before you hit the "submit reply" icon? Physician, heal thyself.

You're grammerer punctiation abnd sentince structure is apauling.

[BostonRN13]

Really?

Did you read your post before you hit the "submit reply" icon?

You're grammerer punctiation abnd sentince structure is apauling.

Did you mean to misspell almost every word in the last sentence. Pot calling the kettle black much??

[The_Optimist]

As that Nurse manager, I would say, "I am sorry you feel that way- she is one of our most valued workers. In the future, I will try not to assign her to clean your room." Then, after a few pleasantries, leave the room.

I agree with the beginning of your sentence; one difference I would make though is that I WOULD CONTINUE to assign my staff to that room. She would only be cautioned to remain polite, say the least bit possible, do her job and exit the room.

For me, it helps my staff deal with a difficult situation and not run from it. And two, the patient would understand that I have got my staff's backs( the hardworking and good ones, of course).

[MrChicagoRN, RN]

As that Nurse manager, I would say, "I am sorry you feel that way- she is one of our most valued workers. In the future, I will try not to assign her to clean your room." Then, after a few pleasantries, leave the room.

Yep. You nailed it. But not assigning that person may not be possible. In that case, tell the employee, go in, say good morning, do your job. Leave.

[happyinillinois]

I am telling this second hand, because I wasn't there, but a very high profile patient was being cared for in a hospital, and all staff were directed to only speak to the patient if spoken to (besides asking questions necessary to do your job). Everyone complied, except the housekeeper, who didn't know, and didn't know who this person was. The housekeeper made pleasant conversation while she quickly went about her job and left. The patient was so happy that someone finally talked to him! He remarked how lonely it was being there, and how someone finally saw him as a scared, sick person who just want to feel a bit of normalcy back in his life! He complimented the housekeeper to the management.

[CrunchRN, ADN, RN]

Some people are just ugly and they will never ever "get it". You just have to smile to their face and then blow them off. Good for you being a manager who believes in her staff.

[systoly]

nobody coulda made that lady happy

guess you could ask her what's really bothering her