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I broke my ankle a month ago and spent 27 hours in emergency. I saw (and heard) firsthand what you are saying - not in a hospice setting but in emergency. The demands and commands hurled at the nurses (but never at the doctors when they were around) were just terrible. Some of these patients acted like they were in a hotel, not a hospital. And, of course, the nurses aren't allowed to complain about it or say anything rude back to the patient or his/her family - they're just supposed to accept it and continue working kindly with that patient. Respect for others has all but disappeared from this world.
It just take one or a couple ones to get the point across the entertainment industry changed to the will of the artist so the healthcare industry can change to the will of the people on the fore front of the industry from RNs to CNAs
I've dealt with the same type case before also.
1. If it's not covered, it's not covered. Nothing you can do..
2. When they demand send an email to the other nurses and supervisor to let them know the situation. Just the facts. This prevents staff splitting.
3. Ask to rotate other nurses in if possible to get a break.
4. Treat the patient as well as you can with what you have.
5. If the fam wants extra stuff or brand name, they are free to bring it in on their own if it's otc. Or they can call insurance and complain. Provide phone number.
Hope that helps a little.
I.agree with you, having a United front and preventing staff.splitting is.a priority. I've never let families crap on my nurses..ever. this doesn't appear to.be coming from the patient either. Cheers
Look what I just saw on IG 😂
https://www.instagram.com/reel/C_qIsivuID5/?igsh=MWQ1ZGUxMzBkMA==
I have worked in medical for 20+ years in the front desk so I get what you and others are saying. You have to bite your tongue and keep on going because there are some that will call your boss and put the blame on you when all reality it was them.
I have sadly seen this all too often and sometimes, the staff can be divisive which helps no one. What does leadership, supervisors, managers, charge RNs, etc. say and advise? Most of the time the leadership set the tone. It is totally fine to say "I am so sorry, I honestly wish I could provide these things, but your insurance won't allow it." You can advise them to call the insurance and ask for a Patient Advocate and also give them info for your billing department that often has financial assistance- if people are found to not be able to pay out of pocket and/or for general costs accrued. It's usually called Charity Allowance or Financial help or something similar. It is also a good idea to ask the social worker to check in with the family. They are often really good at dealing with difficult people - sometimes it's due to the situation, but sometimes they are straight up AHs. The SW can back up what you already advised as far as calling insurance and billing. I am so sorry. It is insane. I have no idea why it got so bad. If I hear it I will try to help staff. It's all about having as united as possible a front of workforce setting the tone and and making policies very clear to pts and family, and kicking those turkies out (you surely have security, right?) if they continue to be jerks. Some do qualify for bans. If your company doesn't already have a thorough intake of pts by the social work department, demand that. They can often (although not always when pts are sick enough for hospice) get valuable info from pts about family. Pts might not want certain people to have access to any info or to them and that should fiercely be honored. Also, remind leadership that these people not only seriously waste time and employee morals sink, they also affect other pts and their visiting families and that cannot be tolerated. Sorry for the rant, I'm sick of this garbage too.
I see this sometimes. Most of our patients and family are very sweet, they always call us angels. I hear them on the phone praising the workers and the facility.
Chief
I’m sorry you’re dealing with this. Totally inappropriate.
As a black male nurse i dont have these problems with people. They see and instantly just clam up. All that extra whining and complaining they can buy it or insurance can buy it. if none of those are options then atp idc 🤷🏾♂️
Chief
That sounds so draining—totally understandable to vent! Hospice is challenging enough without those added demands. It’s frustrating when people forget the humanity behind the care you’re providing. Setting boundaries can help, but it’s tough when compassion’s at the core. Just know you’re doing an incredible job, even when it’s thankless.
I know exactly what you’re saying.
I just tell them . Insurance Doesn’t cover this.
No. You cannot Have Any of these things.
You all need to purchase those items for your Loved one.