This is not an uncommon topic in the world of ED nursing, but I think it's an important one. I was curious as to how other nurses and facilities deal with the issue. I had another extreme reminder of this issue the other day. I was putting an IV in an unresponsive infant when EMS brought a mother in with her kid. According to EMS, the kid had a hand abrasion. Since I was busy and there were no open beds, I asked them to bring to kid to triage. There weren't even any kids in the WR ahead of her so she literally would have been the next one called. However, the mother pitched a fit and said, and I'm paraphrasing of course, "I'm not going to no f$#**!@ waiting room! I came in the ambulance! I get to be seen right away!" She literally refused to leave, continued to yell and curse in the middle of our children's ED and demanded to be seen immediately. Of course this is not a new scenerio, in fact, it's a typical one. However, I still think this is completely unaccepable. Legally we can't throw anyone out and now, with customer service gone mad, most hospitals expect nurses to cater to abusive patients and family members. I don't think it's fair or safe to have a non-urgent patient seen before other patients simply because they make the biggest fuss. Is there any real solution?
This is not an uncommon topic in the world of ED nursing, but I think it's an important one. I was curious as to how other nurses and facilities deal with the issue. I had another extreme reminder of this issue the other day. I was putting an IV in an unresponsive infant when EMS brought a mother in with her kid. According to EMS, the kid had a hand abrasion. Since I was busy and there were no open beds, I asked them to bring to kid to triage. There weren't even any kids in the WR ahead of her so she literally would have been the next one called. However, the mother pitched a fit and said, and I'm paraphrasing of course, "I'm not going to no f$#**!@ waiting room! I came in the ambulance! I get to be seen right away!" She literally refused to leave, continued to yell and curse in the middle of our children's ED and demanded to be seen immediately. Of course this is not a new scenerio, in fact, it's a typical one. However, I still think this is completely unaccepable. Legally we can't throw anyone out and now, with customer service gone mad, most hospitals expect nurses to cater to abusive patients and family members. I don't think it's fair or safe to have a non-urgent patient seen before other patients simply because they make the biggest fuss. Is there any real solution?
bless you for dealing with that. Or rather, hearing that and continuing on dealing with your unresponsive infant. Hope security, the charge nurse, and the nursing sup handled it.
also stating, I have a really sick child that I'm taking care of right now - when I'm able, I'll be with you, but let the front staff know if anything changes... something to that effect. You have a higher priority at that moment - nothing sways me from that higher priority, unless a fist, shoe, etc. is coming at me - or some other threat.
Specializes in Flight, ER, Transport, ICU/Critical Care.
Depends on if I plan to ever work again.
Reality - call security, the supervisor or administrator and let them resolve the CUSTOMER SERVICE issues as I am currently caring for a sick child that NEEDS my attention - as opposed to an idiot that DEMANDS it.
:tinkbll: :tinkbll: :tinkbll: :tinkbll:
In my fantasy life - I might just take her aside, ask about her insurance and prior experience on using EMS for a taxi ride - maybe discuss fraud and deliberate theft issues with her as they relate to healthcare, determine her level of education - have a little parenting moment of education (ability, is she intoxicated/impaired or just stupid) ask if she maybe abused the kid in an effort to really become the center of attention that she is demanding - well, since the her "reaction" is not in line with the injury - it must not be about the kid, all about you mom ..right??? (well, her reaction is over the top to a minor injury). Okay, I am pushing it. Sorry.
:sstrs: :sstrs: :sstrs: :sstrs:
Does not sound like a frantic mom with a child suffering from a serious injury - sounds, like a mean/entitled/abuser with a child that has a minor injury and is really suffering from a upbringing that will burden this poor kid as he will have a difficult to impossible time getting enough parental guidance to make a productive transition into society. And the cycle continues.......
A few months ago, my step-father took very ill on vacation in a foreign county. We called for an ambulance, but they sent out a DOCTOR to our hotel to determine if the ambulance was warranted. Wow! Imagine that! No ambulance if it is not needed! (It was, and he went)
Why was a child with an abrasion brought to the ER? Don't the EMTs do any triage? Or was the mom screaming so much they just gave up?
ALWAYS err on the side of YOUR safety first - call your manager and security.
Are you kidding me? You can't work in emergency medicine???? Does EMS triage??? Are you American? Yes, they triage as much as they can while keeping the company's image intact, practicing CYA medicine, and doing it quickly. I would've transported that mess too as much drama as it would have been to do the paperwork not to!!
Anyway, back on topic, had a pt get tased 3x's yesterday by the police in the hospital bed. Now that is behavior management!
Wow, that has the potential to be a YouTube masterpiece.
As for the "getting seen immediately because I rode in an ambulance" demand, I've definitely told people: "just because you rode in one doesn't mean you needed it". Probably not the most tactful thing of my career.
My grandmother had an MI a few years ago (at age 94) and drove herself to the ER because she "didn't want to bother those nice boys at the rescue squad." Like someone posted earlier, why is it that people who really need an ambulance tend to not call and the ones who don't need a doctor, much less an ambulance ride, seem to be habitual EMS offenders?
and as a paramedic I have refused to transport people but you have to be extremely careful when doing so. I have refused to take people to the ER for a) lice, b) herpes, c) pregnancy tests and d) drunk in public because the police would try to turn the ER into their drunk tank holding cell. I'd ask if the subject was under arrest and if the police said no then I'd tell the subject that they were free to leave....but I have transported hundreds of people for BS complaints that could have been handled much more easily and cheaper at a Wal-Mart.
We would probably have a "show of compassion", which means basically all staff who are able (not in the middle of something critical) will come and stand around and watch. The charge nurse would try to defuse the situation with all of these witnesses present. Security may be called. Often, a person will calm down when they see all those staff members standing there watching them. If they don't, then the sight of uniformed security officers usually does the trick.
MassED, BSN, RN
2,636 Posts
bless you for dealing with that. Or rather, hearing that and continuing on dealing with your unresponsive infant. Hope security, the charge nurse, and the nursing sup handled it.