When did it become OK to treat your nurse like poo?

[paramed1]

Hi Guys,

Just a thought that keeps popping into my head... How long has it been OK to be rude to your nurse? E.g. Demanding more warm blankets, sneering they didn't want ice in their water, etc.... I feel like the patient's perception as a professional has changed; from a respected nurse to a waitress.

Do you think the emphasis on patient satisfaction scores has changed this perception? Also, how is that every patient seems to know about socks, blanket warmers, sandwiches, bus/taxi vouchers, and that they are entitled.

Guess I'm just feeling a little burnt out...

[martymoose, BSN, RN]

as long as the customer is always right, This is how things will be.

Seems to be the more admissions/frequent flyers, the more the rude ratio goes up.

This is why I have come to the conclusion that People SUCK.

[SeattleJess]

I have and will continue to tell patients and families that while I don't mind getting their drink for them, they have to remember that this is not a hotel and my main job is to ensure that all of my patients' health is improving. Then I bring them their drink. If they complain about me, then they complain. Usually the opposite happens instead.

I really like this approach. I expect to encounter this as I work my way into the profession. I hope I can keep from getting "hooked" and say from a place of good intention that my number one priority is keeping all my patients safe and healing.

I'm so sorry, paramed1, that this behavior is getting to you. Shields up! Shields up! Unfortunately, not all the world's sickness is in the body.

[SeattleJess]

How about aides treating you like poo too and you being told not to make them mad? Especially you are doing all their work for them. I don't mind helping but when they continue to hide, go out and smoke, extra? How is that fair when I have to pass meds, do TX's bandage changes etc?

Oh please tell me that this is not happening! During my brief stint as a CNA, we would NEVER have expected a nurse to do our work for us. And if a nurse barked at us to drop everything and take vitals on so-and-so for her, we did. Because she was the leader of the team. What would happen if you stopped doing "all their work for them" and talked to them, and then to the staffing supervisor?

[Gooselady, BSN, RN]

A student nurse where I work, told me that in school the terms patient and customer are interchangeable.

There's a fundamental change in the status of sick people, when they come to the hospital.

If they are now overly entitled, what were they before this fundamental change?

Not saying I have an answer, but changed from what? Sick people now have . . . better status? Higher status? I've been told by a chick coming down from meth that SHE is paying MY WAGES so I'd better call the doctor for her Ritalin. Entitled people have always been entitled . . . that hasn't seemed to change over the last 24 years I've been doing something with healthcare. Are there more entitled people than there used to be? I think so.

I don't ever remember patients being 'more' polite and respectful to be honest. The differences I see are more between ethnic groups and age groups, but those have held fairly steady.

I think the new 'customer service' attitude has changed ME much more than 'patients' in general.

[Guttercat, ASN, RN]

My mother (she's of the WWII generation) was telling me the other day that to her recollection, Flight Attendants used to be required to be an RN.

She then made the comment that today it seems as though RN's must be required to be Flight Attendants.

[lifelearningrn, BSN, RN]

I dont actually think its unique to the US to be honest

Maybe not unique, but definitely a cultural trend.

[foragreatergood]

I walked into a patients room the other day - before I could introduce myself, much less assess his emergency - he asked for a ginger ale, warm blanket and the tv remote. Before I could explain why that wasn't going to happen he invited the 3 visitors in the room to also place their orders. I had to explain I would not be providing any of them with drinks or sandwiches. It actually made me chuckle. It was like the patient wanted to be a good host to his faithful visitors. I don't understand how this patient ( male 60's) came to believe that this was a reasonable expectation.

[imintrouble, BSN, RN]

error

[icuRNmaggie, BSN, RN]

Venting: I know it's not like the ED but last night, an ICU pt told me he would take a chocolate mocha smoothie at bedtime. Since his FSBS was elevated he got a diet pudding. Patients really think we are there mainly to serve food a la carte with a big helping of drugs.

On the other hand, I had sick little old lady with dementia whose dear husband did everything without being overbearing. I made him a root beer float because he was an immense help. He slept like a big dog all night and so did she.

[martymoose, BSN, RN]

I don't understand how this patient ( male 60's) came to believe that this was a reasonable expectation.

Umm ,because they've been told by management to have these expectations.With all the fancy foyers, concierge services, menu selections,etc.It's no wonder that people forget this is a hospital.

[NurseOnAMotorcycle, ASN, RN]

My mother (she's of the WWII generation) was telling me the other day that to her recollection, Flight Attendants used to be required to be an RN.

She then made the comment that today it seems as though RN's must be required to be Flight Attendants.

I'm framing this.

[foragreatergood]

Our ED is experiencing record breaking volumes and acuity in the past 3 weeks. Yesterday I think I triaged 90 patients. I became quickly annoyed with the amount of " I've already got the flu but I still don't feel good" patients. In addition to returning to our over crowded ED with 6-7 hr waits - many had requests before I bounced them to the lobby after triage. " Can you get us something to drink" " we didn't eat before we came, could we have crackers?" Along with visitors of pts asking for Tylenol or Motrin. " Cant you get my daughter a soda?"

I am usually a very compassionate RN - I've walked to the cafeteria to get a popsicle for a child, or a coffee for an elderly visitor who sat in the dept all night. If someone vomited all night I will surely go get them ice chips. But seriously, you think that I should stop triaging to go get your 18 yr old with a headache a ginger ale. Um, no. I think 15 people asked me for a drink for them or a family member as they walked out to lobby. I pointed them in the direction of the vending machines.

Was I wrong?