Patient complaint filed

Mrs. SnowStormRN, RN · May 27, 2011

If you don't mind, what was the complaint in relation to? What exactly did she complain about?

classicdame, MSN, EdD · May 27, 2011

A complaint does not mean you did anything illegal. Administrators understand that some patients complain and that is not necessarily grounds to dismiss you. About the only thing you can do is wait to see how Administration handles it. I wish you lots of luck.

This week we had a patient's family bring her a WHOLE pecan pie. She was on a restricted diet, so she gave the pie to the night nurse staff. The next day she swore someone stole her pie. It would be funny if it were not so sad.

ladytopaz56 · May 27, 2011

Sorry, guess I should expand on that. When I first walked into the room during after walking rounds, she and a visitor were in a heated argument. From there, no matter what I asked her, said, did, nothing was right and she whined! Yes, actualy whined! She wanted to go back to bed, so while transferrig her from the chair to the bed, she went limp in the knees. (I actually kind of think she did this on purpose) Kept repeating that she could not do this. And...all the while this visitor is yelling at her that she needs to do for herself, she's done with her and her drama, no more, this was it. Thankfully I didn't drop her but got her back to a sitting position. Then she wants her dr's phone number, wants to call him and fire him. Then she wants the charge nurse to fire me. OH...it was horrible! All the time, all these people yelling at each other. So the charge had another nurse and I switch patients. Of course the visitors leave for the day and the other nurse stated that she slept most of the day other than asking for her pain meds (and the request was 'right on time'). Next thing I know, I'm being called into the office because she filed a complaint against me! She didn't feel safe with me being her nurse! Not once did I ever raise my voice, berate her, and always treated her with compassion. I'm wondering if she's confusing the fiasco with the friend and my being present at that time as the threat?

classicdame, MSN, EdD · May 27, 2011

could be, and that would be a good argument. I just hope your body language or tone did not disclose your personal judgment of her character. Sometimes we label people as frequent flyers or drug seekers when they really do need medication. Even druggies need medication. Was a pysch consult ordered? Personally, if I had to answer to these charges I would try to present my side in a calm, professional manner and let others see who is stable and who is not.

SpEdtacular, MSN, RN, EMT-P · May 27, 2011

What did your manager say to you? Are you being disciplined or was she just informing you of the complaint?

ladytopaz56 · May 27, 2011

Well, I have to answer in writing to the Director. And, I never knew of her past history until 'after' the incident when I was charting. I actually feel sorry for her. She is so young and to be caught up in that kind of lifestyle, it's hearbreaking. And I know that what they percieve as pain or needing pain meds, actually to them is real. I just pray that she gets the help that she needs. And I understand what you mean about body language and tone of voice. A lot of times that is a dead give away of our true feelings. I was just so hurt that she would think that of me. Mind you...not mad but hurt. I cried all the way home and then had a good cry last night too. In the meantime, I have been put on 'investigational leave'. Ah...it has to get better!!

The Charge didn't notify the Manager until a day later, so this is now happening 'after' the fact. Yes, it should have been done while she was sitll a patient.

SpEdtacular, MSN, RN, EMT-P · May 27, 2011

What did the complaint say? Just that she didn't feel safe with you as her nurse or was there more to it? Suspending you seems pretty harsh if someone's complaint was a vague "I don't feel safe with her" and lacked specifics. Have any other staff had difficulty with her?

ladytopaz56 · May 27, 2011

I have no idea what all the complaint said!! I was not allowed to see it. Where I work, this is not uncommon for Administration to go this far with patient complaints against staff. It rolls back to that old Press Ganey thing that looms over everyone's heads. They've turned hospitals into the Ritz Carlton for patients and at times make it very, very difficult for us to do our jobs. But the thing is, I love my job!! :redbeathe I love what I do and my patients!! Now I think I am seeing why so many nurses are leaving and going elsewhere or just not working as a nurse at all. If I had been allowed to go back in and talk to her I think that none of this would have happened.

SpEdtacular, MSN, RN, EMT-P · May 27, 2011

That seems strange. How can you respond to allegations when you don't know what they are?

ladytopaz56 · May 27, 2011

I know! I was 'told' that she didn't feel safe. They want me to write down exactly what all happened, said, etc. Geeze...I already did that in my nursing notes!

SpEdtacular, MSN, RN, EMT-P · May 27, 2011

I know! I was 'told' that she didn't feel safe. They want me to write down exactly what all happened, said, etc. Geeze...I already did that in my nursing notes!

Most organizations have progressive discipline. Have you had other reprimands or is this the first disciplinary action taken against you? I would look into the organization's disciplinary policies and make sure that they are following those guidelines. I'm sure you already referred them to your nursing notes. There's a big difference between how someone felt about something and what actually occurred. Some people are just miserable and like to complain. Responding to someone saying I don't feel safe around her is very different than responding to someone saying I don't feel safe around her because of x, y, z and I would bring that up with the manager. I guess the pt is discharged so talking it over with her wouldn't be possible. That's too bad because it's amazing how people's stories change when you call them out on it.