That is not how you address one on the telephone.. vent

TheCommuter, BSN, RN · Jun 25, 2011

How soon did you call the ED after the resident was sent there? I usually wait about five to six hours after the resident was sent there to call the ED, since that's the time when they'll know whether or not the patient has actually been admitted to the hospital or is fine enough to be sent back to the nursing home.

Forever Sunshine, ASN, RN · Jun 25, 2011

How soon did you call the ED after the resident was sent there? I usually wait about five to six hours after the resident was sent there to call the ED, since that's the time when they'll know whether or not the patient has actually been admitted to the hospital or is fine enough to be sent back to the nursing home.

They were sent out at 2pm. This was at 8pm. And when asked the admitting diagnosis and time admitted it was like I was asking the woman for money or something lol

tokmom, BSN, RN · Jun 25, 2011

I hear you. I was told from ED that we shouldn't whine when we get an admit from them. Afterall, we get always 2 hr notification. Umm, no, sometimes a 10 minute notice, usually a 20 minute and not even a phone report. If we happen to call and ask for one, they act like they are too busy to talk to us. Hello, like we aren't busy too?

She went on to say that they never know what will walk in the door and we are lucky enough to know what we are getting.

Well, golly gee, nobody put a gun to her head to work there.

I feel your pain.

steelydanfan · Jun 25, 2011

They were sent out at 2pm. This was at 8pm. And when asked the admitting diagnosis and time admitted it was like I was asking the woman for money or something lol

Only one thing to add here: You should have had a clue to the admitting diagnosis, it's WHY you sent the pt. to the ER in the first place.

The conversation should have gone as such: "Hi, I am xy from MNO nursing care. My pt. xyz was sent to you for such and such symptoms, with a suspected dignosis of ABC. Can you tell me anything about his status at this time?

Much more professional.

tyvin, BSN, RN · Jun 25, 2011

The trick to calling the ER after a resident is being able to connect with the nurse right away. You don't have to explain it all to the operator or the receptionist. You tell them who you are what facility you are working at and then connect me to the RN taking care of so and so. Well that's how I use to do it and I always got connected. Also waiting a while as mentioned previously works.

Double-Helix, BSN, RN · Jun 25, 2011

I'm not sure why it matters that the OP wait a certain about of time or address the ER in a certain way. Telephone etiquette and professional courtesy should still be extended no matter when the call was made.

OP, I'm sorry you were treated this way. It was definitely unprofessional. I wouldn't take it personally, though, but just use it as an example of how not to behave on the phone.

Illinurse2010 · Jun 25, 2011

Actually the admitting dx can be quite different from what you sent them there for..

I sent a man who had fallen in our facility earlier in the day and was complaining of backache and running a temp and vomited once. Sent out for r/o brain bleed/head trauma. Admitting DX: myocardial infarction.

Lady sent out trouble breathing and chest xray with infiltrates present.Sent out possible pneumonia. Admitting DX: CHF and anemia

Man unresponsive on toilet, O2 sat 76%..Sent out for COPD exacerbation. Admitting DX: syncope.

Sometimes you think you know what is wrong with your resident.but thats why we are not doctors.

NurseLoveJoy88, ASN, RN · Jun 25, 2011

Only one thing to add here: You should have had a clue to the admitting diagnosis, it's WHY you sent the pt. to the ER in the first place.
The conversation should have gone as such: "Hi, I am xy from MNO nursing care. My pt. xyz was sent to you for such and such symptoms, with a suspected dignosis of ABC. Can you tell me anything about his status at this time?
Much more professional.

IN LTC it is much different. Most of the time we have management on our butts to get an admitting dx even though we suspect what it may be. Just saying.

David13, MSN, RN · Jun 25, 2011

There is no excuse for the rude treatment the OP received. Being "busy" is not an excuse, and the length of time prior to calling for the diagnosis is not an excuse. Not everyone enjoys speaking on the phone or answering questions. However, particularly when speaking to a health care colleague, a bit of professionalism goes a very long way.

Systemic rudeness such as the OP describes can become part of the culture of a facility. This type of behavior should not be tolerated. I would recommend that the OP follow up with the administration of this facility so that an opportunity is provided to address the behavior and improve it going forward.

Forever Sunshine, ASN, RN · Jun 25, 2011

Only one thing to add here: You should have had a clue to the admitting diagnosis, it's WHY you sent the pt. to the ER in the first place.
The conversation should have gone as such: "Hi, I am xy from MNO nursing care. My pt. xyz was sent to you for such and such symptoms, with a suspected dignosis of ABC. Can you tell me anything about his status at this time?
Much more professional.

Right we do.. but we need an exact diagnosis of what they are admitted with. and that does change sometimes when they are sent to the ER. I'm not sharing what I said to them but I did mention that.

Forever Sunshine, ASN, RN · Jun 25, 2011

There is no excuse for the rude treatment the OP received. Being "busy" is not an excuse, and the length of time prior to calling for the diagnosis is not an excuse. Not everyone enjoys speaking on the phone or answering questions. However, particularly when speaking to a health care colleague, a bit of professionalism goes a very long way.
Systemic rudeness such as the OP describes can become part of the culture of a facility. This type of behavior should not be tolerated. I would recommend that the OP follow up with the administration of this facility so that an opportunity is provided to address the behavior and improve it going forward.

Honestly I don't even remember the names.

What bugs me the most is they didn't even use proper telephone etiquette. The conversation went like this...

Them- "ER..."

(no hello.. or good evening or saying what their name is)

Me- *my situation*

Them- "Hold on.."

Now this went on 4 times.. the same exact way.. maybe one used her name when answering...

And the woman(not even sure if she was a nurse or clerk) who finally gave me the information.. didn't even say goodbye when she hung up the phone.

Is that professional? Not a blip.

That is not how you address one on the telephone.. *vent*

That is not how you address one on the telephone.. vent