patient complaints

[psmithlove]

I've worked on mmsu at my local hospital for almost 5 months now and I've had 2 patients complain about me. The first was a family member who wanted me to change a dsg on their father that I didn't see an order for. This family member also claimed I was going to put NS in the pt eyes. Which I was going to give them artificial tears but I ended up not doing that.

My supervisor just explained to me to follow up on things I say.. Even though I do. Then recently I had someone with back pain who got dilaudid x2 in er and refused pain meds bc the pain was under control. At 430am.. She said they were wearing off. She had allergies to asa and the only med for pain was toradol so she couldn't take it. Couldn't get the order until 5 am for dilaudid. When the Dr called back. Then the accudose and the computers weren't working so I couldn't get it out. I kept calling pharmacy and IT. But it didn't get figured out till day shift. Anyway the pt said she was in pain all night and no one cared.

Then I got another call from my manager saying the pt said at 430 someone laughed at her when she was in pain but it wasn't me. My manager wanted to know if I knew who it was.. Really?? No nurse would do that. My manager just said she can't tell her she's a liar. I'm just worried I'm going to get too many complaints and loose my job. Any advice.. On changing jobs? Is patient complaints common? I know hospitals go on pt satisfaction so I'm really worried..

[Seaofclouds, BSN, RN]

Patient complaints are unfortunately part of the environment. Some patients come to the hospital and are expecting to be treated like they are at the Hilton. Your documentation is going to be something that really helps you in these situations. Your documentation tells the story of what you did (and didn't) do during your time with the patient. It is also the only thing that will protect you if something ever goes to litigation. Did you discuss the issues with obtaining the pain medication with your manager? If not, you should. Ask her what the process should be when you have a patient in pain and do not have access to the medication. You could also write up an incident report for anytime something like that happens again.

I know it's hard not to let the complaints get to you, but try to remember your positive interactions as well. As far as the need to change your job, I don't think the things you've mentioned would warrant a need to change jobs. If you are very concerned about this, talk to your manager. You don't have to flat out ask her if you will be fire for the complaints, but you can approach her with the fact that you are concerned and want to do better. Ask her what else you can do in the future. As she mentioned, following up with your patient's and their families is a major way to help this. Many complaints stem from communication breakdowns.

Good luck!

[TheSpectator]

Yep, I agree with Seaofclouds. In this situation I communicate with the patient after literally every attempt to get the medication so they know I'm trying my best and care. Especially if I feel like they are becoming upset or it us taking an exorbitant amount of time. Plus I document every call to MD, pharmacy, or anyone else I contact about the issue.

[~PedsRN~, BSN, RN]

Just wait until you get fired midshift for something absolutely ridiculous. Those are my favorite. :) It is part of the job, unfortunately.

[CelticGoddess, BSN, RN]

Document, document, document. If a patient denies pain, document that. If a patient refuses to be turned even though the wound team says turn Q2H, document. Always document so you have proof of what you did and patients refusal. Document every phone call to MD/Pharm/IT. It might seem redundant but do it.

Pt will complain. I've been fired by a patient before. It happens. Do your best, document and try to let it roll off your back.

[Altra, BSN, RN]

Yes, patients will complain, and yes, hospitals have no choice but to care about patient satisfaction on non-clinical aspects of care. Welcome to nursing.

[EmpathyInAction]

The best advice I can give is to report these things to the charge nurse when they happen and document the interaction. I had a patient at my last job that was difficult and argumentative. She'd regularly insist I hadn't given meds, checked her BS lvl, ignored requests, etc. None were true. I was the charge nurse there as I was the only one on the unit, however I made it a point to always notify the supervisor and document. In my case, this patient had a pattern of this behavior with all staff, but I still made sure to cover my butt. We all have short comings and things out of our control, but there are also just patients and family who are just difficult and cause trouble.

[VANurse2010]

I had quite a few complaints in my old job. Part of it was that my job was very stressful and sometimes that bled through. Part of it was that this hospital has a lot of crazy, low-class people come through the door.

Now that I have a job I somewhat like and the patient population is less low brow, I haven't had any problems. It helps that my current hospital doesn't entertain crazy family behavior to nearly the same extent and is in general more nurse-friendly.

[ScrappytheCoco]

Let it roll off your back. You will bend over backwards for people and they will tell you what a wonderful nurse you are and complain about you to the charge nurse before you can turn around. If you know you are doing everything in your power to be kind and an advocate for your patients then don't let it bother you.