Patient complaint-freaking out!

Nurses General Nursing

Published

My manager called me today to tell me there was a complaint filed against me by a patient and that I'm now suspended while they investigate. She said it was filed late on Friday and that she had no information, including which patient it was.

Frankly, I'm freaking out.

I've never had a complaint against me in the 5 years I've been a nurse but the hospital where I work is termination happy. I've seen other nurses fired after a single complaint. Recently, a coworker forgot to return a vial of controlled medication and accidently took it home. She returned it the next day AND passed a drug test but they fired her anyway.

I had a patient last week who seemed very strange. I explained everything but he seemed very suspicious about everything I did. I had even mentioned it to the charge nurse. His family also seemed suspicious and the wife was angry that he was made ICU status after being admitted med surg status and no one told them. But his status was changed on a previous shift and I thought they knew. His daughter is also a nurse and was asking me about his medications, etc, in a kind of confrontational manner. I don't know if this is the patient who complained but its the only "situation" I can think of and I suspect it is.

So, I'm suspended for the next 2 days while my manager investigates. She said she will probably call me on Tuesday to talk to me about it. I'm just afraid I am going to get fired. I have never been fired in my life and I don't want to start now.

I don't know how I'm going to get through the next two days not knowing if I still have a job.

Are they downsizing? Sounds like they're more than happy to terminate no matter what the cause.

Did you ask what the complaint was about? I don't see why you wouldnt be able to get more info about it especially that you are suspended until they investigate. And how do they investigate without even asking your side ifvteh story. Seems very strange to me.

Specializes in ICU.

I was suspended once, without pay, for patient abuse. Turns out, I never even had that patient. She was 94 yes old and confused. Somehow they decided it was me, and suspended me without even checking anything. It was another nurse with a similar name. Then I was suspended another time, 3 days without pay, because a patient threatened to hit me! (I must have done something to make him mad, they said.). Frankly, I don't see why anybody would want to be a nurse, with the way were treated. I've been a nurse for 29 years, and it just gets worse. Good luck, dear.

Specializes in Med/Surg/Hem/Onc/Psyc.

I have had a patient complaint this year actually. My manager (who I am lucky to have) reads the complaint, checks our notes, then calls us in for our side of the story. She then speaks to the patient. The complaint against me came back as unfounded. I have never been suspended pending an investigation.

As far as the controlled substance issue with the other coworker, she should have turned around and returned that medication, not wait until the next day to do it.

Definitely do not go into the meeting with the manager alone. I would suggest using this time to seek other job opportunities just in case. I'm surprised a manager would do this because hospitals spend so much money training nurses. Best of luck!

Any updates?

First of all, I would have refused the suspension and would have immediately contacted my HR department. Secondly, when I am with my family, I make it a point to tell them to please not divulge that I am a nurse. I am not out to spot check anyone or step on toes. Yes, I may be more observant of things, but nothing ticks me off more than to have another nurse of a family member question every single thing I do when they KNOW fully well what I am doing.

Our boss recently suggested that when we have a complaint, that we will call the patient and apologize. Um no. NOT happening. I am an experienced and darn good nurse. I try my best with everyone. I am NOT calling a patient and further perpetuating this ridiculous notion of "patient satisfaction". If I ever get a complaint and am asked to do that, my job will immediately receive my notice on the spot.

Your boss had no right to suspend you without telling you why. I would reach out to your HR department and file a grievance immediately. This mentality will not change unless we stand against it.

In the setting I work in, the employee is suspended pending investigation to protect the patients and to protect the nurse/staff member during an investigation. Usually you will be paid for any time missed from work if you are able to come back to work. We actually spend time during orientation to prepare staff for this type occasion so that it might be less traumatic should a patient make a complaint. I would agree that the accusation could be abuse or neglect if you are suspended. I personally would not recommend giving too many details to someone who is being suspended as it may cloud details and memory once you meet with the employee to discuss. It gives an employee 3 days of fight or flight thinking time, however usually we've at least let them know it was abuse, neglect or standard of care etc. No matter what, it is very difficult for the employee to wait it out. Hope the outcome is favorable for you.

Reason # 523 why I don't work in a hospital. Patients and their families treat it as a 5-star resort. Ultimately, every dissatisfaction falls on the nurse's shoulder.

"I've never had a complaint against me in the 5 years I've been a nurse but the hospital where I work is termination happy." If I were you, I wouldn't be "freaking out", I'd be livid. They are messing with your livelihood. You know you didn't harm or kill anyone yet they are keeping you in suspense for some likely petty complaint. Whatever the outcome, I hope you find peace and resolve.

Unfortunately patient complaints come with the job. You did not put this patients life in danger or neglect them from what it sounds. This is why you can never overchart interactions with patients and family members.

I've had my share of complaints and it's so disheartening. I have come to realize patients and families tend to direct tension and stress toward you because you are the one they see the most compared to the physician/team. Things the doctor should be telling the patient and family I.e, ICU status change.

Your manager should be more supportive if you. You should not be pulled from the schedule without being paid, can you talk with your union rep and get them involved? As for coworker, you don't know if there were other concerns about her practice and issues with missing narcotics prior to this last incident.

Wow what kind of hospital is that? It costs alot to train a nurse so my hospital would not fire nurses easily unless it has to with VIP patients.

One of my colleague was forced to resign because a "VIP" patient's sister whose the boss in nursing education filed complaints against her for not giving the patient a urinal when being asked to and not starting the patients on antibiotics when he arrived the unit in the middle of the night.

But in other more serious incidents in which patient's safety were jeopardized -- a nurse hanging vancomycin instead of levephed drip, and hanging morphine instead of Flagy, not reporting a fever of 104F and the patient ended up having a seizure , etc..the nurses only had to be re-educated” and didn't get suspended.

Maybe you should start applying for other hospitals. Its not worth the stress working in a termination happy hospital.

Sounds like that educator didn't educate too well.

I wonder if the antibiotic was available or did it have to come from an outside pharmacy? How come the urinal wasn't given? That sister needs an enema.

Your rights were violated. You should be in your HR department/Chief Nurse Officer or CEO office. Do NOT sit back for 2 days.

+ Add a Comment