Visitor complaints at LTC

[Blackcat99]

I was recently hired to work night shift only at my local LTC. Now that I have been officially hired for night shift I am being placed on evening shift temporarily until they can find an evening shift nurse. In the past when I worked evenings I was blamed because the place smelled. I was blamed because we were short-staffed. I was verbally abused by visitors for everything it seemed because I was the LPN charge nurse. How do you deal with visitors and their non-stop complaints and verbal abuse? Thanks

[jyoung1950]

I was recently hired to work night shift only at my local LTC. Now that I have been officially hired for night shift I am being placed on evening shift temporarily until they can find an evening shift nurse. In the past when I worked evenings I was blamed because the place smelled. I was blamed because we were short-staffed. I was verbally abused by visitors for everything it seemed because I was the LPN charge nurse. How do you deal with visitors and their non-stop complaints and verbal abuse? Thanks

For short-staffing, explain that you are not a part of the hiring team; that their complaints about it must go to administration and the ombudsman.

And make up a lie about the smell - Mrs. So and so had a couple of severe accidents and we haven't had a chance to spray the area but we plan to take care of it as soon as possible.

[BoopetteRN]

Visitors can be a problem, and can be very demanding. Our facility has a little joke that we often refer to. Instead of assessing the resident for placement in the facility, we should assess the family because many times it is the family that takes most of the nursing time not the resident. Needy family members can be handled in a caring manner, some of them have never had a family member in the nursing home, and many times the reason they raise so much cane is because they have overwhelming guilt about the placement. Express to them that you are providing the best quality care available and that the problem will be resolved as soon as possible. At my facility we can not tell the family we are short staffed, so we tell them we will be there as soon as possible. If a family becomes to difficult to handle refer them to your supervisor, that takes the weight off of your shoulders and places it on his or hers. I am the PM House Mother sometimes and have had to deal with the families, sometimes if the family feels like they have spoke to "the boss" (HA HA) they feel they have made their point and drop the issue.

[Todd SPN]

If their complaints are true, I apologize and tell them they have legitiment complaints and I will pass them on to the ED or DON. They don't want to hear I have no control over the situation, they want to be taken seriously. It's not my job to specifically address their concerns, rather make them feel they are being listened to and those who are responsible for the problems will be notified. Around my workplace, public comments carry more weight than those of the staff.

[Blackcat99]

:) Thanks all for your messages. My mother has Alzheimer's and I get a big huge dose of verbal abuse everyday. I worry that I will "explode" when the visitors attack me too.

[Nurse Ratched, RN]

Most facilities have family "suggestion" or "complaint" forms - maybe you could keep a little stack of them handy and, after empathizing with the complainer, invite them to submit their concerns to a higher authority .

[burger914]

Uggghhh....This is the one thing I HATE about my job on the day shift. I am greatful to have involved family members, but the complaints are killing me.Unfortunately, a lot of the complaints are founded. We are always short staffed with CNA's. I do get so angry at times that I want to tell the families that we are short staffed when they ask why their family member isn't dressed or shaved yet. But I would never.

[jschut, BSN, RN]

I will talk with the person and try to understand their issues and concerns, then forward them to the proper person. I usually don't hear about the same thing again...

If it's an issue I cannot handle, I ask them to speak to the DON in the morning as there is nothing I can do.

Good Luck, cause I know families are VERY difficult to deal with!

[Blackcat99]

:chuckle Thanks again everyone for your great suggestions. I really like the idea of having "suggestion" or "complaint" forms available. If my new job doesn't have these forms perhaps I can keep some notebook paper under my med book while passing meds. Yes I agree family members do have legitimate reasons for complaining. However, it sometimes seems that they wait until management leaves for the day before they start complaining. It also seems that they bring all of their complaints to me when I am busy doing my meds and have no time to talk. Today is my orientation day. I am praying they will find an evening nurse very soon.

[leslie :-D]

i agree with julie.

if there is an offensive odor, i try to find the cause of it.

does a resident need changing? get them changed.

was someone just changed? get the spray.

if it's something readily fixable, then i find the complaints legit.

if they are verbally abusive, i have told family members that although i understand they are upset, i will address any concerns when they are feeling more in control.

but indeed, if the complaints are ongoing, go up the chain of command.

good luck black cat. i know your plate is full now.

leslie

[Blackcat99]

Thanks earle58. Orientation went great today. I was overjoyed when she showed me the "complaint forms." I will grab a stack of them and put them on my med cart. I use to work evenings at this same facility 2 years ago. It looks like they have better staffing now and have improved things. However, when I first walked into the door I recognized that "smell." 2 years ago they didn't have any spray available to get rid of odors. I am hoping they do have spray available now. God answered my prayers and it looks like I will start night shift on Sept. 1st.