When a patient complains

[Stella_Blue]

Well I started my job in December, and have been on my own for about a month now. So far things seem really well, and the team I work with works very well with each other. So this morning I get called in the office by my manager (who I'm not so sure is keen on me) and she proceeds to tell me that she received a complaint to about me. I automatically knew who it was. During my first week on my own I took care of a patient who was very difficult. Impossible to please and her daughter who is also a nurse was probably worse. I just could not do anything correctly in their eyes.

The patient did come up right at a very hectic shift change and yes it did take me a good while before I was finally able to make it into the patients room, so I was already doomed from the start. I understand that my flusteredness did probably rub off as being rude, and I can take accountability for that. Like I said though this patient was impossible to please, and I wasn't the only one who saw that.

Anyways I feel horrible that I'm only a few weeks on my own and am already having complaints. I understand that I won't be able to please everyone all the time, but what do you guys do when a patient complains about you? Is this something that happens more often than not. I do not want to make a bad impression on my new manager and coworkers. I'm kinda feeling defeated at this point. Trying not to sweat it, but I'm definitely loosing sleep over it.

[nutella, MSN, RN]

Just take it as a learning experience.

In nursing, satisfaction scores and safety trump any remote caring aspect.

And never tell a family/patient/manager that you were unable to make it in the room in a timely manner because your assignment was too busy or hell or similar.

Make it a habit to poke in your head right after a pat hits the floor - you do not have to do everything at that moment but do a quick "all over" to rule out that your pat is in terrible pain, short of breath, unconscious, or otherwise something big obvious going on. Most people need to go to the bathroom right away once they get to the floor and can not wait.

When I worked floor I usually helped to transfer a new admission to the bed - that way I could get a first glance and also see the skin on back/coccyx and introduce myself.

I swear - even if this is just a quick 5 or 10 minute interaction - if you smile and tell them you will check the orders and explain the call light they will feel more taken care off.

It can be hard to be super pleasant and friendly when you feel stressed and all but just memorize a couple of all purpose sentences that combined with a smile will make you look like your are a Disney cast member.

[JerseyTomatoMDCrab, BSN]

The "customer service" mentality of hospitals these days is one of the main reasons I left the bedside and one of the things I remind myself of when I start feeling tempted to go back. We are expected to do so much with so much less and it's just impossible. The stress... ugh. Just thinking about it is making me feel queasy.

When it comes to complaints, I found pretty quickly that I was able to identify which patients were going to be whiners. I only had one complaint while working at the bedside and it was more about the hospital as a whole as opposed to just me so I decided to head it off at the pass and give my manager a heads up before the patient or family could. "Hey, suit and pearls with no concept of what bedside care is like? I just wanted to let you know that Mrs. Impossible to please in room 666 was pretty upset with the care she received during her stay. She made a few comments to me while I was in her room and I wanted to make you aware and give you my side of the story so you can totally ignore it and tell the patient she is right."

Well. Maybe not exactly like that. But I did want to give my side of things before the patient was able to. It also helps the manager to not be totally blindsided when the complaint does come in.

I know it's upsetting, especially as a new nurse. But just remind yourself that as long as you did everything you could and you learn from the experience, you have nothing to be upset about. It happens!

[DeeAngel]

This will be not the first time someone will complain about something and there will be more complaints in your future. The public has become very entitled through "customer service" pandering. Rarely do people call the managers with compliments and good experiences. Don't let it throw you, every nurse gets complaints, it's not just you. I got a complaint once because I refused to get someone blankets during a code. Managment told me I should have found someone to get them. I don't know what part of "there's a code going on" that confuses them. Needless to say I'm no longer a nurse, I retired at 62. I would rather stay at home, lose the income and do what I want. Your experience I'm sad to say is extremely common and this is what nursing has become. For me, it's just not worth the hassle anymore.

[Megg1994]

I wouldn't let it worry you when a patient complains , In our line of work we have this a daily battle , aslong as you know at the end of the day you've done everything you need to , then you've got nothing to bother you . As long as you document effectively and raise your concerns if you have any with the appropriate people then you're all good .