Patient Complaints

[blackdog]

It came to my attention today that while on clinicals last week, a patient I was taking care of was unhappy with me to say the least. The funny thing is, I was very, very considerate to the guy, and communicated to him the what and the why concerning my full assessment of him. He was an older man, and never once did he express- he was very capable of communicating, oriented x3 (not 4) and all of that- that he was getting tired of my assessment (he was dyspneic). And because I am a student, I even stood there and let him talk and expound on his family and everything without cutting him off even though I probably should have politely eased out of there at that time. If I had done my assessment the "proper" way that nurses should do assessments I would have been out of there in less than half the time that I was.

Enter today, one week later. Two of my nursing instructors, one of whom is my advisor, take me aside and talk to me and basically tell me that this guy was quite unhappy with me. I don't know exactly what was told to them by the hospital staff, but they acted as though I had told the guy to go get f*#&^d or had twisted his arm behind his back! I know I am in clinical under their license, but it all seemed unreal to me. They even asked whether or not nursing was right for me. So here's my question:

1. How common is this type of thing?

2. I am a male student nurse. Could that have anything to do with it? Is there much of a bias against male nurses out there both in the world and even among nursing instructors?

I've just gotta ask. What happened seemed totally unreal to me.

-Blackdog

[blackdog]

PickMePlze,

I said that exact same thing to my 2 instructors as they took me to task. My main instructor had a look on her face like I said "I will destroy you" or something postal like that. I'm 36 years old for crying out loud with a good family life and no criminal record. I could maybe see her reacting that way if I was 18 and had a juvenile criminal record with a cocky attitude but that isn't me. So I'm learning what I can from this and moving forward.

-Blackdog

[JenNJFLCA]

For every mean, devious, complaining patients there are many other patients out there who appreciate you. Your instructor should know this, and take into consideration that some people are just plain miserable people, unhappy with their lives and the world. You have not done anything wrong, but "the customer is always right" as they say (personally I think that's a bunch of bull, but there are plenty of times where they have the right to complain). Just chalk this up as life experience and move on your merry way to becoming a nurse.

[Medic/Nurse, BSN, RN]

I know how discouraging it can be when someone "complains", but sometimes a little perspective is just what you need.

Nursing works with many populations that by definition are unhappy (at least at times). Also, I think it deserves to be keep in mind that about 7% of the population at large has some type of psychiatric disorder. Add the numbers of patients to their "support systems" and sometimes....

Keeping this in mind - some "complaints" are just gonna happen.

But, there are some bad seeds out there and the 7% rule could apply to the nursing profession as well.

So, where are you?

First, if this is the first complaint you ever received - learn from it. Is it deserved? Doesn't sound like it! But, I would guess that the "majority" of complaints are not complete with objective facts. Perception is an individual issue. That being true, could the complaint have been ripe with bias? Could be - lots of folks have issues with lots of stuff. Don't sweat it.

Now I have seen different organizations handle this situation. Some are better than others. There are differing degrees of "support" for employees. Some just listen and without substantial issue it ends there. Some require all to be reported to the "subject" and they will need to respond (or justify) their interaction. Some deal with it as a progressive discipline issue. It runs the gamut.

I would never suggest that that a patient that has been truly mistreated or abused not have a voice for being heard. Nursing tends to be patient advocates and those who do practice "bad nursing" deserve what they get. (And sadly, sometimes that takes a while).

But, I have had a couple of "complaints" over the years and I can say without reservation and justification they do hurt. I felt defensive at some level, indignant at another and sometimes just a little angry. But, the longer I do this the more I just back myself out of the emotion and try to respond (rather than react) in fact based reality.

Back to the organization issue - some patients know just how to work the "system". If I complain I CAN GET MY WAY (From an immediate admission bed, to narcotics, to whatever I want and in one case a different race of a nurse!). Some serial complainers are out there, waiting for their next "victim". They know their target, they know the facility and they know just what happens next. In my practice, this type is the most damaging. I think a great organizational response would be:

"We foster an environment of respect for everyone! Our patients, visitors, nurses, physicians and staff. If you feel that you cannot be supportive of RESPECT FOR ALL, please let us know!"

But, it can't just be words - I know, I'm probably just a bit sleep deprived.

But, keep your head held high. Do your best. Find a trusted support network. Taking care of yourself is vital- if you intend to care well for others. Stuff happens. Respond rather than react. Try not to let it become personal. Thankfully, complaints are rare for the most part.

Good Luck!

[Marie_LPN, RN, LPN, RN]

It's also possible that the pt. complained to seek attention, and that there wasn't really anything to complain about. He might just be miserable about his life, and his current situation, and saw this as an outlet.

[blackdog]

Thanks for all of your replies. My support network is pretty good, however since my best friend quit to attend a different program it's got a bit of a hole in it. This site is great for "support" and learning as well- the kind of learning you don't get until clinicals or the real working world of nursing. This time I have learned I'm not alone, and that my initial and later thoughts of the situation were pretty much right on track.

-Blackdog