what do you say when they are right?

NurseLoveJoy88, ASN, RN · Apr 20, 2011

I worked at a facility where it was severely understaffed and the residents got Substandard care. Every day a family member would complain to me in tears. I would first acknowledge their feelings and then I would give them information. I advised them to work up the chain of command with starting to complain to my supervisor if that didn't work then the executive director and if that didn't work then go to the regional director and then all the way up to cooperate. I also gave them names and numbers to the obusdman in our city. Some family listened and I believe some of their voices were heard. Whenever the obudman came I would give her an earful ! I can't stand when residents are given substandard care. Its not right and should not be tolerated. I as the nurse fought and tried but they never listened to the staff. I never bad mouth my employer but I did remain an advocate for my residents and their family. I would also look for another place of work if I were you. Not all nursing homes are like this. Good luck.

JB2007, ASN, RN · Apr 20, 2011

I agree with the other poster. I too have worked in nursing homes that where understaffed to the point that no matter how hard you worked the residents recieved substandard care. I would listen and acknowledge their feelings and then I would tell them where to go to voice there complaints.

Do not feel like you are bad mouthing your place of employment by agreeing with the family members. Also I would not feel bad about giving them the names of the people that they need to complain to. The floor nurses can not make the changes that the family members want to see.

By the way I quit the place that I was working that was understaffed that way and I am much happier for it. Good luck to you.

Vanillanut, DNP, RN, APRN · Apr 20, 2011

In addition to the above, I would also leave a paper trail..... document. Not sure what types of forms you might have for something like this... but if you state things objectively (one CNA working etc) then later on when something (hopefully doesn't) happen, and it's due to poor staffing, the facility will at least have evidence that it had staffing problems long before & should have addressed it.

caliotter3 · Apr 20, 2011

In addition to the above, I would also leave a paper trail..... document. Not sure what types of forms you might have for something like this... but if you state things objectively (one CNA working etc) then later on when something (hopefully doesn't) happen, and it's due to poor staffing, the facility will at least have evidence that it had staffing problems long before & should have addressed it.

I would make certain to document the family member's remarks in objective language to acknowledge that you did interact with them.

CoffeeRTC, BSN, RN · Apr 20, 2011

I would never lie. Heck..they see that it is bad. Try to fix what ever needs done asap. I would even agree with them (the truth is the truth) and apoligize. Give them the next higher up person, give them the numbers to the ombudsman etc. (all of that should be posted in a place that they all have access to) If you have a resident/ family complaint form to fill out do that. (yeah...takes alot of time) Direct them to the social service person too. They should be in on care issues.

If it is a constant short staffing, poor care to neglect issues.....I know I couldn't work there for long. Sometimes issue need time to be dealt with, but when it becomes an excuse or goes on....nope.

westieluv · Apr 20, 2011

I have had complaints from family members about things like call lights not getting answered in a timely manner, dietary requests being ignored, meds not being ordered and administered, etc. recently too, and I am just honest with them and tell them that I do my best but that "they give me a lot to do". Then I tell them that they need to let management know that they feel that the staff is stretched too thin to give adequate care to their loved one. I really don't care if I tick off the management. I am at the point now where I feel that my license will be in jeopardy if I stay at this facility for much longer so I am diligently seeking (and getting interviews, yay!!!!) other employment. Life is too short to spend being unable to give adequate care because someone at the top wants to make more money.

juliaann · Apr 20, 2011

I love how you can't badmouth the facility for crappy staffing but you can blame the CNA for not being able to be two places at once. That's awesome. :uhoh3:

taalyn_1, CNA · Apr 20, 2011

I love how you can't badmouth the facility for crappy staffing but you can blame the CNA for not being able to be two places at once. That's awesome.

Yeah I didnt get that from the post at all. I saw it as the nurses saying sarcastically, why cant you be in two places at once?

Staffing is always an issue, at our place 2 aides and a nurse for 28 pts. Even on a good night Some call-lights take awhile to get to, it sucks but what am i suppose to do? Leave the fall risk alone on the toilet so I can go answer the totally ambulatory, A & O x3 pt's call light to adjust their thermostat? Or should I clean up the incontinent of bowel pt who is currently playing in their own mess, wiping it all over their shirt or go get mrs.X who is wanting to go down to bingo, but needs help finding her sweater?? Its not the fall risk or the incontinent pt thats going to complain.

juliaann · Apr 20, 2011

Yeah I didnt get that from the post at all. I saw it as the nurses saying sarcastically, why cant you be in two places at once?

Oh, I'm sure the OP wouldn't seriously counsel the CNA about being in two places at once (obviously, though she may joke with her about it)...but the OP said in the original post that she would say to the family that she would counsel the CNA. Blame the CNA because she can't blame the facility. Someone's got to take the blame, right?

I'm just saying this is a sad state where someone who hasn't been providing poor care gets the blame when family's angry, even if they're doing the very best they can.

But I guess that's part of being the lowest link on the food chain...

I get that the OP is frustrated because she doesn't know what to tell the family...that really sucks. But if the CNA is not providing poor care PLEASE don't tell the family that you'll address the issue with the CNA as the "solution" - especially if you already know that problem isn't WITH the CNA, it's with staffing/management/admin.

classicdame, MSN, EdD · Apr 20, 2011

I have only done hospital care but hear this sometimes. I apologize for us not meeting their expectations, then refer the complaint to the patient care advocate. She gives out cutsey things for minor issues and resolves larger complaints by discussing with the appropriate staff. Sometimes just having a person let you vent is enough.

nurse2033, MSN, RN · Apr 20, 2011

Don't lie, just state the facts. If you throw your employer under the bus they might return the favor, but if you can explain why Nana didn't get a bath, and whom they should contact, hopefully management will listen. I think they are more likely to listen to family then to staff unfortunately.