Patient complaint filed

Published

I have a question for all of you nurses out there, how do you handle an investigation of a complaint by a patient about you?? I had a complaint against me by a patient that was drug seeking, (noted in her previous records and multiple visits to ER), and the list for her goes on and on!! I am terrified of loosing my job due to this 'person'!! I have been an RN now for 7 years and have never had a patient complain about my care. :crying2:Right now I'm so upset and sickened I can't even think straight!! HELP!!!:yawn:

Specializes in Hospice, ONC, Tele, Med Surg, Endo/Output.
I have read some very helpful advice and encouragement for this poor nurse going through an awful time, this however is not helpful at all. What is a "prig"? Also, I have found that the people who post on this site are very thoughtful and encouraging with their words-it would be nice if everyone used the same respect and professionalism :)

To the nurse going through this, just keep your head up and know that you did nothing wrong. Unfortunatly it looks like they are going to make you jump through some hoops before getting back to work but stick with it and when this is all said and done just take from it what you can and move forward. Best of luck to you :)

Look up the word "prig". Also, i was trying to support the nurse, it's just my kind of encouragement is different from yours.

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Specializes in CVICU.
First, talk to a labor lawyer and have him contact them. This can stop them dead in their tracks. Also, one bit of advice , when a junkie asks you for her pain med and it is the legal time to give it--just give them the meds and ask for a psych consult. Junkies cause trouble.

Yup, I agree that the path of least resistance is to give it to them if it is legally allowed.

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Specializes in Critical Care, Telemetry, Med Surg.

Without going into great detail and patient confidentiality, the pt has a long history of drug abuse. I DID give her her meds when she requested them and without any time delay. The issue was the argueing that went on in the room when I was in there but it was not between me and the patient, but the patient and a visitor. Yes, I diffused it twice but I'm beginning to think that she thought I was somehow involved and it's just a huge mess! I did as everyone suggested though. Presented MY side in a very professional, objective manner with NO mention of drug seeking. Remember how we were first taught to paper chart?? "This nurse observed, this nurse then assisted, etc". Well you get the picture. Hopefully I am back to work and soon!!!

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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?

Write everything down factually-what you observed, what was said by who-a timeline. Do not state she 'whined' in paperwork or imply she did anything on purpose. facts, facts, facts or those that judge you will also judge how biased or unbiased you may be towards this pt. that may have impacted her care.

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Specializes in Critical Care, Telemetry, Med Surg.

Ok, got the 'official' word....I lost my job to this drug seeking heroin addict!!! I reported only the 'facts' as to the incident and never mentioned that I and other nurses considered her a drug seeker.

I am so disillusioned by all of this that I am actually considering not looking for a job in nursing. I don't think I would be so upset if in fact I had somehow been mean to her, but I wasn't!! In fact, I had been asked to possibly 'tone down' my cheerfulness at one time. ( A patient said I was too cheery??!!!) Geeze, you can't win for anything with these people!!

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Specializes in ER, TRAUMA, MED-SURG.

WOW! I can't believe they fired u for this! I feel bad for u, but the hospital obviously lost a valuable nurse, and it's their loss. I hope u are seeking some kind of defense for yourself - attorney, unemployment, something. Another employer will snap u up - I bet u can find better conditions; I do know how u feel - I had something similar happen several years ago. It really ate at me for a while.

Good luck to u!

Anne, RNC

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No one mentioned this so I am just curious.... The visitor the patient was arguing with, were they ever asked to leave by either the patient or staff? it seems to me like that might have been a smart move. it seems like the visitor was causing quite a commotion, esp if you had to defuse the situation TWICE. I am more than green (still a student) so I have no idea what protacal would be in place for that kind of situation, but from an outsiders POV that only makes sense. Can anyone clear this up for me?

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Specializes in Critical Care, ED, Cath lab, CTPAC,Trauma.

((hugs)) I am so sorry this happened.....grieve then get back up and on to the next position. You can apply for unemployment in the meantime.....even if you got fired! Sounds like the charge nurse threw you under the bus......be glad you are gone. If they can't defend you to a drug seeker god forbid something really happen and they don't stand behind you.....you're better off without them!

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Specializes in Critical Care, Telemetry, Med Surg.

Officially filed for unemployment this morning. Thank goodness you can do that online! And since my inital post on here, I can not believe how many nurses have had similar situations!! What is wrong with these hospitals? If a patient hits you, nothing is done. But whoa...if it were outside of the hospital it would be flat out assault!! SOMEONE needs to do something about how we are treated and 'thrown under the bus' !! At first I was in total shock, then hurt and now I'm just *bleeping* mad!!! And for the Student Nurse who asked the question as to whether the visitor was asked to leave? Well, try doing that at a hospital and see how far it gets you! You do not have the right to ask that, only the patient can do so!!

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I am so sorry that you had to work for such an unsupportive hospital. Leave them in the dust and find a place that respects you. I just posted a thread on the difficulties of verbally/physically abusive, demanding patients who are alert and oriented. The good nurse gets fired because the drug seeker complained. I have had complaints in the past, one of which I really did make a mistake but voluntarily admitted it and the patient suffered no harm. The patient's family member had a coniption and before the next morning I was afraid I would lose my license. My manager contacted the patient, who (thank the good Lord) had no problems with my care and was appreciative that I disclosed my mistake to her. (again, a minor mistake with no harm- and yet they say that we should be open and honest in our risk management.... when I had fire breathing down my neck for a minor mistake, what makes them think other nurses will feel safe disclosing major mistakes?especially ones like this where the patient never would have known if I didn't tell her.) I had a patient curse me out while I helped the CNA provide bathing and turning care. I told her that it was inappropriate and unacceptable. I explained the need for this basic care, even though she refused (she was laying in poo. alert and oriented, hip fracture- past history of herion, ETOH, etc). I had her only one shift, and reported to my manager, the floor manager and the charge nurse her behavior and refusal of care. A week later, I get an email that she developed a UTI (she had a foley in because she was so resistent to any movement). I was "invited" to be a part of a meeting to identify why she got the UTI.... as if my charting didn't already explain it.

I recently came back from a missions trip- people in other countries are begging for basic medical care and are so appreciative. Then I came back to the entitled acting, med seeking, fluff my pillow now you idiot world of American healthcare.

make sure you have good , keep your head up, and hopefully you will find a job where people don't throw you under the bus.

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officially filed for unemployment this morning. thank goodness you can do that online!

now that you have file online for ue, a copy of the application will go to the hospital. because each successful unemployment application raises the company's ue rate, many companies are now challenging ue. if you were fired for cause, you could be denied ue for a certain amount of time. be prepared and know your rights--read the booklet that comes with the copy of your ue claim.

even if your ue claim was denied, you have the right to an appeal hearing. this means that you and the employer (the employer's rep--an attorney or someone from hr) will meet with an administrative judge. each side will defend their position. be prepared to state your case and show evidence to support your position. the hearing date may be scheduled a few months in the future, and in the meantime, you get no ue. essentially, the company is trying to starve you out so you are forced to seek any work, whether it is in the field or not.

the judge will determine whether the denial was correct or incorrect. to keep ue costs down, many companies deny every ue claim and when the denial is appealed, the company may never show up for the hearing. the denial of the ue claim costs them nothing, and many companies get away with this tactic because most people do not know their rights, fail to follow through to protect their rights, or don't have the time to go to court because they are working.

if your appeal is accepted, you will be paid back ue benefits and your benefits will continue untill you find a job or the ue benefit is exhausted.

your ue claim may not be denied but be prepared.

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