Patients Making Up Lies

TDCHIM · May 17, 2010

What I don't get is...why do these people do this? I don't know how the thought even crosses a patients' minds. Do they think they'll get their stays for free? Or, like, vouchers for free Dilaudid?

Well, people do get free things when errors happen in other service situations (mind you, I'm not comparing nursing to retail or anything like that, but many people seem to think service is service, regardless whether the venue is a hospital, restaurant, or Target store). I know I've witnessed several situations in stores where other customers will make things up, along the lines of "The CSR was rude to me and cursed at me!" to try to weasel gift cards or other freebies out of managers eager to placate them. I think the same folks who do things like that successfully in unskilled services situations try similar maneuvers in places like hospitals.

Hee hee hee, vouchers for free Dilaudid...I just have this mental image of every junkie in the world setting out a la "The Amazing Race" for the hospital the minute word gets out about THAT program to improve customer service rankings.... :lol2:

traumalover, RN · May 17, 2010

What I don't get is...why do these people do this? I don't know how the thought even crosses patients' minds. Do they think they'll get their stays for free? Or, like, vouchers for free Dilaudid?

:yeah:laughing my you know what off.....

Penelope_Pitstop, BSN, RN · May 17, 2010

Well, people do get free things when errors happen in other service situations (mind you, I'm not comparing nursing to retail or anything like that, but many people seem to think service is service, regardless whether the venue is a hospital, restaurant, or Target store). I know I've witnessed several situations in stores where other customers will make things up, along the lines of "The CSR was rude to me and cursed at me!" to try to weasel gift cards or other freebies out of managers eager to placate them. I think the same folks who do things like that successfully in unskilled services situations try similar maneuvers in places like hospitals.

That's exactly what I was thinking when I posted that. Remembering the horrors of some patrons from my restaurant days. My best friend worked in the restaurant business for YEARS and had several customers who cleaned their plates then complained about the food, service, whatever it took to keep from paying full price. I never had that happen but I do know that people complain at the drop of the hat when it comes to food...

healthstar, BSN, RN · May 17, 2010

Ok. I was wondering if anyone has had a patient make up a lie about them and then you got called into the office about it.
I had a patient, (I don't remember if they were confused or not) write to my manager and say that she used to be a nurse and when I hung her IV fluids that I didn't prime the tubing. Then she says when she asked me if that was ok to inject all that air I said, "ya, it's totally safe. I saw it done on youtube and the patient was fine". I was stunned. I don't understand why people want to sabotage their nurse. I am never mean or rude to my patients. Please tell me this doesn't just happen to me.

You know even I don't believe the patient about this situation, because even students know that they have to prime the IV bag before running it. It takes few seconds to prime it, but patients who know about how dangerous the air bubbles can be they get worried. If you really primed it, I just hope the employer believes you.

Flare, ASN, BSN · May 17, 2010

I think in some cases even the most with it patient can have a skewed perception. In the case of the patient that fell then claimed she lay there for 3 hours - maybe it felt like that to her. I remember falling down my own basement stairs and breaking my ankle and it felt like it took at least an hour for the police and ambulance to get there. Of course i knew it was really only a few minutes, but the stress of the situation compounds things. Patients come to the hospital with very real fears - both rational and irrational. Mix in a few narcotics or simply the stress from pain or the lack of control and a perception can run as wild as the imagination. Not excusing them by any means - but it's somethnig to consider when you are doing CYA charting. If a patient makes an odd remark to you like - are you sure you primed the tubing? It may behoove you to make a reference in a narrative like "patient was concerned about air in line. Discussed process of priming tubing to patient."

Of course this doesn't apply to every patient that makes up stories. Sometimes a jerk is just a jerk.

shiccy · May 17, 2010

("Are you having any pain?" - "SHE HASN"T HAD THE SURGERY YET followed by a glare"). Yeah, some people have pain even before they get thier tumor removed, sue me for asking.

In situations like this I literally look at the family with a slightly disgusted on my face and say, "Oh. Ok." and the look back down to the patient and ask my pain assessment question again.

After you give "the look", as I can only describe as the look your mom gives you when you do something wrong, they USUALLY get the hint. The name of that game is to make sure they realize you could care less about their input / information on that particular question (unless they're giving you useful "he's been grimacing for 20 minutes).

If they get snippy with me again with the same question, as I ask that question CONSTANTLY, I literally tell them, "Unfortunately it's part of my job to ask them this question, and pain is different for every person. I HAVE to ask these questions. If they're not in pain, GREAT then I'm doing my job, if they have pain then I need to do something about it." Usually when I say that it's with a little bit of annoyance and/or a "**** because you're absolutely not helping" tone. If they didn't get the hint the first time, they DEFINITELY get it the second. RARELY have I had a problem after the first time, and absolutely nil after the second. If I do encounter problems after the second prompt, they either are angry at the world or are TRYING to be annoying/condescending.

Fun part about me, personally, is I view the PATIENT as my one and only concern. If the family has questions and I can answer them? GREAT! If they're really into the care, then they are educated really well per myself. If not, then they're just another visitor that gets a cordial, "Hello how are you doing today?" and then that's about it... after my introduction my job is all about the patient... Unless, of course, family wants a pillow or blanket for themselves.

Honeynurse · May 19, 2010

You know even I don't believe the patient about this situation, because even students know that they have to prime the IV bag before running it. It takes few seconds to prime it, but patients who know about how dangerous the air bubbles can be they get worried. If you really primed it, I just hope the employer believes you.

Ya, she believed me, but it is so disturbing that people like to complain, tattle and make up things. What if she didn't believe me? I'm sure some managers are not as understanding. Would the nurse get fired?

Jolanta Mignon · Mar 29

Hi everyone,

My patient lied about me also. I didn't do anything wrong. I don't know why this patient is doing it.

My manager called me to the office, listen to me and made a notes. He informed HR and matron.

Knowing that I am not guilty of any of this, I can't sleep and I am not as happy nurse as I used to be. It's not fair.

Jolanta