Re: re: Ok about Families ----not

Well, here comes Pollyanna!

I completely understand the negative family issues. To say I have never had a "run in" with a family member would not be true-most of us have and if you haven't you probably will!

I tend to take it all with a grain of salt. In LTC families(most) feel guilty about placing Grammy in the nursing home, not visiting often enough,saddness of not being recognized by Grampa Joe, the stress of dealing with illness/death and the many other emotions that the families feel have to be considered. In the hospital it is pretty much the same. I have been on the other side as a family member (most of us have) and it can be very frustrating. Your focus is on your loved one.

Unfortunately, family members are our customers also.

My best tips:
Smile!

Apologize. It may not be your fault but it is your responsability as an employee.

NEVER say that you are shorthanded!!!! It maybe true but families and patient don't want to hear it. (I know I don't want to here it from the bank teller when I have stood in line for 10min.)

If it is something you can't mend as a CNA then get the RN involved- use your chain of command. Get the risk manager involved if it comes to that.

I have found that a lot of the time it is the MD that the families are unhappy with (not being informed). We are allowed to page the MD to have them speak with family.

I know this isn't what a lot of you want to hear but with my 17+ years experience, this is what I find works. You are not going to make everyone happy, if you think you can, you are only doing harm to yourself and your family. And lets face it, there are some people out there that no matter what you do it will never be good enough.