Patient complaint filed

Mrs. SnowStormRN, RN · May 27, 2011

Once you've written your side, I don't know if there is more you can do. They have to investigate based on their protocal it seems. Make sure you keep up with what is going on by calling and asking questions while on investigative leave. Wish I could give you better advice, but not knowing the allegations makes it hard to make a decision about what to do. I wish you much luck.

Whispera, MSN, RN · May 27, 2011

First, please realize that it's reallllly common for patients to have complaints against staff. This won't be the last time this happens to you, sadly. Unhappy patients tend to be unhappy at everyone and when they can't blow up at family or friends, they blow up at whoever is handy. We are often handy.

You know you did nothing wrong, so hold your head up high and when you write your report, write just the facts. Don't write your opinions or feelings in the report. Try to keep your emotions out of whatever happens officially, as much as you can. It's ok to say you feel hurt by it, but don't make that a focus. You need to come across as professional, under control of yourself, etc.

I would ask to see the patient's record to refresh my memory. I would ask to see the charges she made. It's not right that you can't see the charges.

Were there any witnesses to the patient's behavior, besides you?

Write this all up NOW, if you haven't already, for yourself, so you don't forget any details. Then you can read what you wrote over and over and figure out which parts are what you should write for the boss.

For the future, I think it's a good idea to keep copies of notes about patients that might later(in even a tiny way) become troublesome. I keep the notes for future reference, since memory fades, in case I can't see the chart notes later.

They're asking you to write down what happened to see if it matches what's in the notes. They're investigating, not saying they think you did anything. They have to investigate if a patient makes a charge. I imagine they have a whole involved policy about it. It might even be required by a policy. That doesn't mean they think you're guilty. They're investigating!

If you have malpractice insurance, do call the insurance agency and ask if they can give you advice on this. I bet they have people who do such things quite regularly.

Keep your head high. You know the truth.

LadyinScrubs, ASN, RN · May 27, 2011

No matter whether the complaint is valid or unfounded, your facility's risk management coordinator would be responsible in investigating the issue. Everyone in the chain of care from the nursing director to you will be required to submit a report. Often the risk management wasts more information that what the original incident report revealed The rationale for the investigation is to obtain information should the pt sue.

ladytopaz56 · May 27, 2011

I keep all of my nursing reports or 'brains' as we call them and never throw them out! I've re-written my statement three times before I was satisfied that it was ok to submit. Yes, very professional, and there were wittnesses! And hurt doesn't even begin to describe how I feel right at the moment, it's more like devastated!! I treated this person with nothing but the utmost respect, compassion and respect and then this? I am praying that it is nothing more than management following thier policies. In the meantime, I will hold my head high..I did nothing wrong other than try to care for a very, very unhappy person!!

LadyinScrubs, ASN, RN · May 27, 2011

I keep all of my nursing reports or 'brains' as we call them and never throw them out! I've re-written my statement three times before I was satisfied that it was ok to submit. Yes, very professional, and there were wittnesses! And hurt doesn't even begin to describe how I feel right at the moment, it's more like devastated!! I treated this person with nothing but the utmost respect, compassion and respect and then this? I am praying that it is nothing more than management following thier policies. In the meantime, I will hold my head high..I did nothing wrong other than try to care for a very, very unhappy person!!

You did not mention where you keep your nursing reports. I am assuming they are safe, under lock and key at the facility and not outside the facility, at your home, in your brief case, or in your car. Remember, anything that is not part of the facility's risk management report and documentation, i.e., your separate notes, is subpoenable. Once a suit if filed, everything you know, wrote, have, etc. normally is subpoened.

enchantmentdis, BSN, RN · May 27, 2011

Oh, yeah. I would definitely be uspset as well. These drug seekers ONLY grow a brain when it is time to manipulate someone into giving them more meds. They will pull out all the stops to get a nurse in trouble. They have no conscience when it comes to destroying a perfectly decent nurse's career to push their agenda. If you even seem the slightest bit annoyed, too busy to keep pandering to their addiction, or judgemental of them they will lie, lie, lie like a rug to management about you to get their way. And you know how management is--satisfy the bottom line and toss the nurse under the bus. Good luck. I hope this person does not get you into any serious trouble.

enchantmentdis, BSN, RN · 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?

No, she is not confused. She is a manipulative prig. I admire the visitor for telling this big baby off. She needed to be put in her place. It's a shame that you have to lose sleep over such an idiot.

enchantmentdis, BSN, RN · 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.

Sounds like it's time to find a hospital that is more like Motel 6.

NoviceRN10 · May 27, 2011

Where I work the difficult pts are well known to all the staff and management and any bogus complaints are usually not even addressed officially. You'd have to really screw up to get written up or have an investigation launched. Just simply state what the interaction with the pt was, keeping your words to a minimum and don't stress. Don't try to overexplain crazy, it won't work .

Esme12, ASN, BSN, RN · May 27, 2011

First, please realize that it's reallllly common for patients to have complaints against staff. This won't be the last time this happens to you, sadly. Unhappy patients tend to be unhappy at everyone and when they can't blow up at family or friends, they blow up at whoever is handy. We are often handy.
You know you did nothing wrong, so hold your head up high and when you write your report, write just the facts. Don't write your opinions or feelings in the report. Try to keep your emotions out of whatever happens officially, as much as you can. It's ok to say you feel hurt by it, but don't make that a focus. You need to come across as professional, under control of yourself, etc.
I would ask to see the patient's record to refresh my memory. I would ask to see the charges she made. It's not right that you can't see the charges.
Were there any witnesses to the patient's behavior, besides you?
Write this all up NOW, if you haven't already, for yourself, so you don't forget any details. Then you can read what you wrote over and over and figure out which parts are what you should write for the boss.
For the future, I think it's a good idea to keep copies of notes about patients that might later(in even a tiny way) become troublesome. I keep the notes for future reference, since memory fades, in case I can't see the chart notes later.
They're asking you to write down what happened to see if it matches what's in the notes. They're investigating, not saying they think you did anything. They have to investigate if a patient makes a charge. I imagine they have a whole involved policy about it. It might even be required by a policy. That doesn't mean they think you're guilty. They're investigating!
If you have malpractice insurance, do call the insurance agency and ask if they can give you advice on this. I bet they have people who do such things quite regularly.
Keep your head high. You know the truth.

Well said. I have always gone home after bad nights and writen down things for my memory in case something ever comes of it. We all know to keep our report notes under lock amd key. That is why mine never had patients names on them. It bothers me that in this day and age any KOOK can make a complaint and a perfectly good nurse gets place on "leave".

Ladytopaz.....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.

Who filed the complaint the patient or the charge nurse???? and if it was the Charge nurse why hasn't she tol;d her side of the story that the patient was not percieving the situation effectively due to her dependency issues. Just tell your story. Just the facts with documentation as to the patients demeanor. Risk Management likes documentation and keeps it for if the patient decides to persue the complaint they can show they investigated and found the complaint to be unfounded.......I'm sorry you have to go through this and I'm sorry that press gainey survey's now do our evaluations.....

sweetnurse63, BSN, RN · May 27, 2011

It is plain to see that this patient had a hidden agenda and for some reason, you were the target. If there were witnesses to this patients' behavior, then hopefully someone should be willing to write a statement about patients' behavior in your defense. I do not understand why you can not read the allegations against you because when management gives out write-ups, they normally will read what the patient accused the nurse of. In this profession, we suffer emotional abuse from all sides, management, physicians, patients and family members. As nurses, we have to really have tough skin to endure this stressful yet rewarding career!!!!! Hopefully nothing will come out of this, but I would seek the advice of an attorney just to see what your rights are. Think positive and hang in there, because I believe the truth will prevail.

leslie :-D · May 27, 2011

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.

i say you should have let her drop.

leslie