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Canadian here, so I understand very well. A manager told me a long time ago not to apologize which could validate the patient that something was done to them and give them permission to get angry. Instead, thank them, making them feel like they are appreciated. "Sorry we are late" becomes "thank you for your patience."
Sounds very much like an ED nurse. I feel you from here. Hopefully patients will get to know that staff ain't the problem.
You can only do as much as you can and allowed to. Most importantly, after your shift, go home with a clean slate of conscience knowing you have done your part.
Wishing you more strength to finishing your shift safely with satisfied patients.
You shouldn’t say sorry for things that are not your fault. You can still be empathic, understanding, but stop apologizing for things you didn’t get to have a choice in.
I know it’s hard to do but focus on what went well on your shift/day. Stuff like this shouldn’t take space in your mind. We all have days that are not as good as others.
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I used to be like this, but I don’t know if it’s with me turning 40 and I just could care less nowadays I don’t know but I just do not do that anymore. You come to a point in life.
Yeah, I pretty much just go on auto pilot when stuff goes wrong like this. Just say my insincere sorry and try to think about it.
Yes I apologize and refer them them to upper management.