No matter how long you are in the nursing profession, you will always have to deal with patients and the patient’s family members. When a patient is hospitalized, it can be a very difficult time for their family, causing them to become more sensitive then normal. It is important to remember how you treat the patient and their family.
Here are a few scenarios that can aggravate the patient and their family, and suggestions to help avoid these situations.
1. It drives patients and families nuts when we get defensive. If we take complaints personally and say things like “I only work here” or “It’s not my fault”, we make matters worse. We need to keep calm, stay objective, and avoid judging, acting superior or making excuses.
2. It drives customers nuts when we coldly cite “policy” as our reason why we can’t do what the customer wants. Statements like “I’m sorry, but that’s the way we do things here” or “It’s our policy” infuriate patients and families, because it seems we care more about protecting ourselves than serving their needs. We need to somehow give them at least one option in line with policy or find ways to bend rules when we know we’re acting in the patient’s and organization’s best interest. And when the rule can’t be bent, we can at least listen intently and, with sincere regret and caring, explain how the rule exists for the sake of the patient. Why is there no smoking? Not because “it’s our policy.” Instead, “For the health and safety of all of our patients and staff, there’s no smoking.”
3. It drives patients and families nuts when we don’t listen intently. When we fail to really listen to their complaints, when we interrupt them, act unconcerned, or minimize their complaints, we almost always increase their hostility. We need to focus our undivided attention on the customer, tune in, nod, look concerned, and do all we can to grasp the content of their message and the feeling behind it, so that they will feel listened to and respected and so that we can respond effectively.
4. It drives patients and families nuts when we give them the run-around. When we pass the buck or tell them to go tell someone else, or we give an excuse that doesn’t make sense, we further frustrate and alienate them. If we need to shift the complaint to someone else, WE should hand off the complaint ourselves, instead of making the patient of family member do it.
July 8th, 2010 at 11:24 am
These are very good suggestions.
An addendum to #1: Never say, “We’re short-staffed,” or “I’ve been helping the patient in room 204.” Patients and family members don’t want to hear about our staffing woes, how busy we are, or that we’re prioritizing other patients ahead of them. Instead, apologize for any delays in responding to call lights or requests (a simple “I’m sorry I took so long”) and respond sincerely to what they say.
Amplification to #3: When we interrupt a patient or family member in the middle of a “rant,” we delay the “healing process.” Let them vent and get it out of their system. Only when they’ve completely said their piece will they be able to listen to anything we have to say. It’s also important for us to monitor our physical or emotional responses (e.g., face flushing, increased pulse, etc) to their anger or complaints so we don’t perpetuate or add to the problem.
March 8th, 2011 at 6:54 am
Sound like you have no time to nurse the patients because you are too busy trying to pacify them. Quite frankly patients and relatives should shut up and let us get on with our work and if they don’t like it then piss off.
March 8th, 2011 at 7:05 am
The definition of diplomacy is how to tell a person to go to hell in such a way they are looking forward to the trip. Perhaps they should forget about employing trained nurses and employ trained diplomats instead, then you could let these ungrateful patients die without worrying about getting sued because the diplomat could ensure that they were happy about dying.
April 20th, 2011 at 12:25 pm
I agree with Rose. These patients, families, and nursing professionals should absolutely stay out of Rose’s way. After all, when she’s done mopping up the puke puddle in room 234, there are the clogged toilets down the hall that need her immediate attention. The needs of a scutmonkey should take priority over all others…and should never be trumped by human decency.
May 12th, 2011 at 4:56 pm
Sounds to me like I don’t want or need Rose taking care of me nor anyone in my family with an attitude like that. Further more the patients from my experience are expressing their feelings while they are sick at which would normally not be if they were well. Some patients express illness through different emotions and I think a little pampering makes my job as a nurse easier to deal with things of this nature.Stop and think Rose how would you feel sick and in bed or being a family member who you are worried about.Kind of frustrated HUH! Pamper a way if you must we are there for our patients!