What do you do when....

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a patient or patient's family ask you a question and you don't know the answer? Being a new grad and still on orientation as we all know there is SO much to learn, and I was wondering how other nurses do in this situation without sounding incompetant? Thanks

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Specializes in Med/Surg.

I tell them "I'm sorry I don't know the answer to that question but I'll do my best to find out".

Don't apoligize for being a new graduate. Don't make excuses for why you don't know the answer. It could be a question that even an experienced nurse doesn't know the answer to.

Just be confident, upfront and honest.

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Specializes in NICU, PICU, PCVICU and peds oncology.

There's nothing wrong with saying, You know, I've never encountered that before. Let me find out." The only people who expect you to know everything there is to know in the world are people who think they already do!

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Specializes in Geriaterics, RN Student.

I try to remember I still know more than the average bear. However, that backfired on my when inserting an iv on an icu nurse's dad recently. I still shake like a leaf on a tree when doing that.

But I try and give general explanations that aren't too overwhelmingly detailed, and when its a really big "no clue" moment, I tell them I am not sure but I can call the dr and discuss it with him / her or I will find out. Then I high tail it to a nurse I trust that I work with. Or I do call the Dr. and explain thier concerns / questions.

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Specializes in ED/trauma.
I tell them "I'm sorry I don't know the answer to that question but I'll do my best to find out".

Don't apoligize for being a new graduate. Don't make excuses for why you don't know the answer. It could be a question that even an experienced nurse doesn't know the answer to.

Just be confident, upfront and honest.

It's amazing to see just how far confidence can take you. I look young -- people always think I'm about 5 years younger than I am. Necessarily, they don't know about my life experience, marriage, bills, previous career, etc. Despite looking young, I often have patients ask me how long I've been a nurse. When I tell them exactly how long (in MONTHS), they're ALWAYS amazed, assuming I've been a nurse for at least a few years.

If I don't know something, I ALWAYS say so, offering to find out. If I know a little bit, I will tell them that little bit, and then tell them I will find out the rest, and even print out some information, if it's available.

It always amazes me when healthcare professionals are willing to lie just to TRY to save face. In reality, it always does you (and your patient) a better service to be honest and up front -- even if you have someone who's stubborn, insulting, demanding, etc. THAT will save face in the long run.

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Specializes in Emergency.

Hi,

First rule: NEVER make it up! Even if you feel like you are on the spot.

Second rule: If you don't know, say you don't know. I use a line like "I am not sure about that, but let me investigate/research that and let you know." THEN, I REALLY DO investigate (by either asking a coworker, or calling the MD), and I REALLY DO let them know.

It might sound trivial to you, but is very important to the pt/family, and they have a right to have their questions/concerns addressed. Good examples are thing like meds the pt took at home, but are not on in hospital, or test results, or what the treatment plan is, or why the med was changed, or why the pt is on isolation. This may seem like basics to a nurse, but to the average pt, it may require multiple education sessions before they fully understand.

Be patient with your patients! Take the extra time to answer their questions.

Amy

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Specializes in ER.

I carry my Palm in my pocket, and I am not ashamed to take it out and consult my Merck Manual or PEPID if I don't know an answer. I can't count how many times I have been to the doctor's office and have seen a physician do it...

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I am a new graduate and am facing the same difficulties. I work in a level II-III NICU having no prior experience. I can't tell you how frustrating it is knowing that I have SO much to learn and that most of that learning comes from experience. I can't tell you how many times I have heard more experienced nurses tell me "I having been working X amount of years and am STILL learning new things". I was never naive to think I would learn all there is to nursing in one week, but it is extremely frustrating when I am unable to answer a simple question a family member asks and I am left standing there looking like an idiot. I just have to remind myself that at the end of each work day, I am that much more experienced than I was when the day started. I seek out opportunities to learn and I never stop asking questions. What everyone else has posted regarding what to do has helped me tremendously. Patients will respect you more knowing that even if you do not know the answer, that you are willing to go seek that information out for them. It is a never ending learning process and you have to believe in yourself.

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