Would you apologize, if you'd done nothing wrong

loriangel14, RN · Feb 11, 2014

Nope.I did however ,at one time apologize when someone misunderstood a comment I made.I didn't really own up to saying naything wrong but I said I was sorry if I upset them and I clarified what I meant.

Maybe you need to clarify that you are not the patient's maid.

mhy12784 · Feb 11, 2014

Nursing is customer service as much as anything.

If a manager told me I had to apologize to another employee or something then I might consider being pigheaded.

But unfortunately the patient is always right.

Of course you gotta word it right, I mean if I wasnt wrong I wouldnt say that I was wrong.

Id maybe say something like im sorry that youre upset, and hope you have a better experience going forward or something vague.

Of course thats if theyre my patient again. If theyre not my patient, im not just walking in there to apologize

sharpeimom · Feb 11, 2014

What about something like, "I'm sorry you weren't happy about (satisfied with) ___________________, because it has always been my intent to do things properly."

It sounds as though you feel like I did once when I was 13. I did NOT want to go to a family function. Finally in total frustration, my dad said, "You're going to go! You're going to have a good time and you're going to LOOK as though you're having a good time!" Could you take that attitude when you apologize and realize that you aren't really apologizing for a **** thing?

imintrouble, BSN, RN · Feb 11, 2014

I could. It just feels too much like enabling a bully.

Lev, MSN, RN, NP · Feb 11, 2014

I would say that I was sorry they are upset and I honestly am sorry because their satisfaction affects my job and my well being. :)

ArtClassRN, ADN, RN · Feb 11, 2014

Just give the old "non apology" apology. "I'm sorry you feel that . We will try to meet your needs better in the future."

MrChicagoRN, RN · Feb 11, 2014

I'm sorry we did not meet your expectations....

MatrixRn · Feb 11, 2014

I'm sorry we did not meet your expectations....

Yes, that. ^^^

SubSippi · Feb 11, 2014

Apologize on behalf of the hospital, or make a personal apology?

The fact that the complaint was so vague, in my opinion, points to the fact that the patient's dissatisfaction was NOT the nurse's fault. If a person makes you mad…generally, you know why.

Depending on my day, I might just apologize and get on with my shift. I don't always have the time or energy to deal with a patient (AND family) who's all butt-hurt.

Otherwise I might approach them with something like, "I know you're unhappy with some of our services, could you be more specific with where you think we fell short? I'd like to keep this from happening again in the future." If a patient had a valid complaint that just didn't come out right the first time, and could be fixed, I really would like to know, and try to fix it. And if they're being childish, I like for them to have to actually hear themselves SAY the words, "I got grape jelly on my toast when I asked for strawberry, and channel 55 is too fuzzy."

I probably wouldn't not address a complaint at all. We can have a patient for weeks, and I've found they tend to get even more irritating if they (or their family) feel like they aren't being heard.

BlueDevil,DNP, DNP, RN · Feb 11, 2014

I agree with the last post. Make them verbalize the issue. If it is significant enough to warrant honest regret, I might apologize. If it is petty customer service crap, I'd say something like: "thank you for sharing your observations with us. We here at HappyFlowerKittyLand Hospital feel it is important to hear the patients out regarding concerns. I'll make sure your comments get their due attention." Then I'd get on with business and not mention it again. I would not be likely to utter the words "I am sorry" and certainly not "I apologize" unless 1) the complaint was legitimate and 2) I was directly at fault.

WoosahRN, MSN, RN · Feb 11, 2014

I know what you mean to say but I don't agree that the patient is always right. That is why we are the trained medical professionals and they are seeking our help.

The family that wants a "24 hour break" from all medical care, vitals and assessments while in the ICU with a new diagnosed leukemia is not always right. The family that wanted me to apologize because they didn't think we spoke "nicely" to their combative teenage son who bit me (resulting in a bloody hand) and attempted to hit me and coworkers while screaming he was going to rape us all, was not right. Families (or patients) who scream that we are "abusing" their family member because they are NPO and vomiting with a compromise airway, are not right. I understand that things are getting tricky in the "customer service" era of healthcare but it doesn't mean our skills and education get tossed aside and I'm not willing to be sweet for the sake of making a family member feel in control. It is these exact situations that, if not dealt with in a firm (but calm) manner, lead to some serious boundary issues and then staff is always having issues. Not to say that negotiating and education can't happen and dealing with the real issue isn't appropriate (fear, poor coping, new diagnosis) but to say they are always right is allowing people to immediately have misperceptions of our roles and expertise. I will add the note that I think it's important to listen. They know themselves or their child best. Or they might reveal something that is comforting or soothing. But it doesn't mean that we humor their all egg diet they read on a website will shrink their brain tumor (in lieu of treatment) because they feel that they are right.