Politeness in the face of rudeness and cellphone use

Specialties Emergency

Published

  1. It would be the most polite to..

    • 10
      Walk away stating, "I will be back in a few minutes."
    • 11
      Ask the family member to step out?
    • 16
      Walk away stating, "It is important to understand instructions, I will come back when you and your family are ready to receive instructions."
    • 2
      Stand there staring at the person who is talking on their cell phone until they get the idea.
    • 7
      Ask them to hang up now and not to answer again.

46 members have participated

Lately I have had several instances of a pt or family member answering their cellphone during discharge instruction. I feel it is the best practice to highlight some of the main discharge points such as you need to have your staples removed in 7 to 9 days. Or teaching signs and symptoms of infection to a pt population that in general does not know the difference between viral and bacterial infections (Kern County, CA). Yesterday I had a pt whose wife is a NICU RN and she answered her cellphone, and remained seated speaking over me while I was trying to give my pt (her husband) his instructions. He was trying to listen, but to me it was too rude and distracting to compete with his wife's conversation, so I walked away and said I would return in a few minutes, but if felt rude leaving her innocent husband to sit while she finished her conversation and I finished cooling off. Does anyone know of a polite way to handle these ignorant pts or family who have no social understanding of etiquette with cell phones or learning situations?

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Specializes in ER.

Give your instructions, then chart the response. I'm sure you did your best.

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I excuse myself and tell them I'll be back in a few minutes, unless we're slammed and I really need the room. In that case, I stop speaking and stand there looking at them until they get the hint and hang up the phone.

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Specializes in Critical Care, ED, Cath lab, CTPAC,Trauma.

My time is valuable as well....I ask them if they can please hang up so I may finish the discharge information or they may leave the room to finish the call so the patient may understand what I am saying.

Shame on that nurse she knows better...If I HAD to answer (if it was my kids and I was worried) I would say...could you please hold a minute it's my kids I need to be sure they are ok I'll be brief...answer and end the call quickly. Others I will ignore until I am finished with what I was doing and that includes at the registers at the check out counter.

Grrrrr....these cells phones drive me NUTS! Manners matter. I am very strict with my kids and their cell phones...they are taught to NOT be rude! They are OFF at dinner. They must be placed down when speaking to their parents. They are NOT allowed to be used during driving....they will lose the vehicle if they are caught. They understand that if it does not involve life and limb....the call can be missed and returned later!

It is NOT negotiable.

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I do 2 things:

1. I tell them I can come back when they are ready to go home. This usually catches their attention and they get off the phone.

2. If it was during my assessment, I just ask them to "please finish your call after I examine you. I need to make sure I have all the accurate information so I can give you the best care tonight."

These usually work. No problems for me.

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Specializes in Emergency Department; Neonatal ICU.

I had a patient intent upon playing candy crush on her phone while I was trying to assess her. I just stopped talking and waited until she looked up. It actually took awhile but I have heard that candy crush is pretty addictive (I have never played it) ;)

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Specializes in CCU, SICU, CVSICU, Precepting & Teaching.
Lately I have had several instances of a pt or family member answering their cellphone during discharge instruction. I feel it is the best practice to highlight some of the main discharge points such as you need to have your staples removed in 7 to 9 days. Or teaching signs and symptoms of infection to a pt population that in general does not know the difference between viral and bacterial infections (Kern County, CA). Yesterday I had a pt whose wife is a NICU RN and she answered her cellphone, and remained seated speaking over me while I was trying to give my pt (her husband) his instructions. He was trying to listen, but to me it was too rude and distracting to compete with his wife's conversation, so I walked away and said I would return in a few minutes, but if felt rude leaving her innocent husband to sit while she finished her conversation and I finished cooling off. Does anyone know of a polite way to handle these ignorant pts or family who have no social understanding of etiquette with cell phones or learning situations?

I work in an ICU; I have more experience with discharge instructions, especially in the past couple of years, as a patient than as a nurse. That said, I think it's incredibly rude to answer a cellphone during discharge instruction. As a nurse, I don't always have the luxury of the time to keep going back to my patient's room until they're ready to pay attention, and I really don't see how any of the nurses that cared for me would have had the time, either. I think you'd be perfectly justified in politely asking them to hang up the phone and pay attention. If they cannot be bothered to do so, just make sure they sign the paperwork that says they DID pay attention. It's on them if they don't know the instructions.

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Specializes in ER, progressive care.

I politely ask them to hang up the phone. my time is precious, too, and I may not be able to return in the next few minutes with your discharge papers. I once discharged a patient who was singing along with church songs on her iPad and would refuse to stop... her instructions didn't really have anything pertinent to go over so I was just like "here you go!" and I walked out.

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I kick patients out of triage ALL the time. There are other people who are waiting and I will triage them and come back to the talker later.

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Specializes in PCU.

Yes. I speak a little louder and ask the interrupting party to please continue the discussion in the hallway as the patient is having difficulty hearing the instructions. If they have issues, then I let the patient know that I will continue rounds and will once again be available when I have medicated my other patients. I also ensure to place a note in the chart as to dc instructions being interrupted due to phone usage and difficulty continuing and what I have done about it.

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