When patients keep calling 911

[JJ the crit RN]

Acute care hospital. Patient doesn't get what she wants from the kitchen: calls 911. Doesn't get a snack because we have to save them for diabetic urgencies: calls 911. Pain med is late or the doctor DCs it: calls 911. OK so what do you do? Confiscate the phone, she comes out to the hall screaming and cursing, follows staff around. Security can't do anything and police can't touch them unless it's a threat. This isn't unusual unfortunately with some of our patients. My guess is we have to put up with it forever. Thoughts?

[cam55]

Staff will have case manager speak with resident and family, nursing notifies physician. We usually rule out a UTI first, and if negative and calls to 911 persist then we recommend the psychologist to see resident or a Geri social worker for talk therapy. And yes, we have had family members remove phones from room when this problem has persisted.