Patient/Family Complaints

[nurseannika]

I recently received my first official patient complaint in which they complained to my nurse manager. They said i was really nice and sweet, but that I just did not provide enough care for them. Apparently I didn't offer them towels and a clean robe to get washed up (I did) and I left an empty IV fluid bag in the sink (I was draining it out). I feel incredibly bad about it, but I realised its not a reflection on me, but my workplace. understaffed, acute demanding patients, high expectations, etc etc. Does anyone have suggestions for how to deal with patient complaints?? I take this kind of stuff way too personally.

[grinnurse, RN]

I recently received my first official patient complaint in which they complained to my nurse manager. They said i was really nice and sweet, but that I just did not provide enough care for them. Apparently I didn't offer them towels and a clean robe to get washed up (I did) and I left an empty IV fluid bag in the sink (I was draining it out). I feel incredibly bad about it, but I realised its not a reflection on me, but my workplace. understaffed, acute demanding patients, high expectations, etc etc. Does anyone have suggestions for how to deal with patient complaints?? I take this kind of stuff way too personally.

Sorry you got the complaint but I think that's the nature of the business and the type of conditions that many of us nurses are working in these days. I think we all do all that we can for the patients with the resources that we have and that's just about all that we can do. Most likely, there is more to the patient's worry and since they might not know how to really express that fear they take it out anyway they can which is usually on the nurse. I know it's hard to believe that nurses are not "perfect" and some times this stuff happens. Try not to dwell on it. Make a mental note for the future and move on!!