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  • "You called me fat!"

    This is a combination Sucky Customer + Morons in Management story.

    Years ago I was working in an ER in California. We had a number of regular customers, or "frequent flyers" who would come in several times a week, usually drug seeking.

    One of them, I'll call her "Donna" (not her real name), could be particularly frustrating at times.

    Donna was morbidly obese (please no fratching folks . . .this story is not a rant against the obese but rather her sucky EW behaviors), and had chronic back pain. She usually came into the ER several times a week for narcotics. Donna had a Jekyl and Hyde personality: she could be really sweet when she got her way, but a real bitch when she didn't.

    Our charge, Tim, couldn't stand her. He'd bring back every other BS complaint before he'd bring her from the waiting room. As bad as Donna could be, she usually came by private vehicle.

    Our ER had a limited number of wheelchairs for patients who had difficulty walking. Donna was pretty much chair bound though she could walk short distances. She had one of those mobile scooters; we'd see her tooling around town on it. She was a well known mall rat (at 40). When she came to us, she'd usually use one of our oversized wheelchairs. We didn't have a lot of these . . . and they tended to disappear.

    Once day Donna shows up and we don't have an oversized wheel chair. So we managed to get her on a stretcher. Tim refused to room her, and had us leave her on a stretcher in the waiting room until things slowed down. That bugged me, but I wasn't running the show.

    Next time, Donna comes back. Again, we don't have an oversized w/c. She claims she can't get out of the car on her own . . . this took place in the pullup by the walk in door. And the suck began. . . .

    Donna: you have to have a wheelchair for me. It's my right! You have to provide me with a wheelchair.

    My buddy, Rick, tells her: Donna, our last oversized chair has been stolen. It happens. They haven't replaced it. You have your own chair . . . you should bring it.

    Donna: I can't get it in the car!
    Rick: Donna, we know you can. We see you all over town in it.
    Donna: You still have to provide me with a chair. I can't walk.
    Rick: We don't have a chair. Either you step out of the car and get on the stretcher, or go home and get your chair.

    Donna reluctantly agrees, complaining the whole time she has a right to an oversized wheelchair. With extreme difficulty Rick and I manage to get Donna out of the car and onto the stretcher. Then we have to pull the strecher up a slight incline to get her in the door.

    She doesn't stop complaining the whole time. Meanwhile, me and Rick are dripping in sweat and my own back is starting to ache.

    Rick: Donna, all this could have been avoided if you'd just brought your own chair.
    Donna: YOU HAVE TO PROVIDE ME WITH A CHAIR! I HAVE A RIGHT TO A CHAIR!!!

    Rick: Donna, you knew we didn't have one from yesterday. You have to bring yours if you don't want to go through this again.

    Me: It's really not safe for you . . . you could have a fall doing this.

    Donna: YOU'RE CALLING ME FAT! YOU'RE CALLING ME FAT!!! *cue the crocadile tears*

    Meanwhile, all the other patients and visitors are staring at me and Rick. Donna continues to scream and fuss how we "hate fat people", so we pull her past the door into a hallway so she can settle down.

    She continues to fuss. So Tim finally rooms her and she gets her meds.

    Then the ER doctor comes to me and tells me I have to apologize to her. I protest; Rick was the one who was really arguing with her, and I didn't say anything inappropriate. He insisted . . . otherwise Donna might file a formal complaint.

    So in I truck, and mumble a half hearted apology while trying not to be enraged by her smug smirk. After all, she got what she wanted: quick rooming, the drugs she wanted, AND to make me eat crow.
    Last edited by Peppergirl; 04-12-2011, 06:25 PM.
    They say that God only gives us what we can handle. Apparently, God thinks I'm a bad ass.

  • #2
    "...Then the ER doctor comes to me and tells me I have to apologize to her. I protest; Rick was the one who was really arguing with her, and I didn't say anything inappropriate. He insisted . . . otherwise Donna might file a formal complaint...."

    Tough, fucking shit! You should never have to apologize for something you didn't do. If HE wants to do it, that's up to him.
    I've had bosses tell me I needed to apologize to customers for things like that. I flat-out refuse. I'd rather lose my job than my self-respect.
    "All I've ever learned from love was how to shoot somebody who out-drew ya"

    Comment


    • #3
      Ugh, the forced and unnecessary apology. That's disgusting. If I was there, I would have wanted to refuse and just deal with the consequences, but I probably would have been too worried about keeping my job. Perhaps you could convince a higher manager or an HR rep to force your manager to apologize to you for forcing you to apologize to Donna?

      Quoth Panacea View Post
      We had a number of regular customers, or "frequent flyers" who would come in several times a week, usually drug seeking.
      I love the term "frequent flyer" in medical settings. It amuses me. I actually got called a frequent flyer once, and if I had not been reading a pharmacy tales blog at the time, I would have had to guess at the meaning.

      I had to go in for regular blood tests, X-rays, and CT scans to make sure the cancer for which I had been treated surgically was not spreading elsewhere. One of the radiology techs, after taking my third X-ray in a six month period, said, "You're kind of a frequent flyer around here, huh?"

      I said, "Yeah, I just can't get enough of that ionizing radiation!" She laughed and said she never knew X-rays could be so addictive.
      I suspect that... inside every adult (sometimes not very far inside) is a bratty kid who wants everything his own way.
      - Bill Watterson

      My co-workers: They're there when they need me.
      - IPF

      Comment


      • #4
        Quoth HawaiianShirts View Post
        Ugh, the forced and unnecessary apology. That's disgusting. If I was there, I would have wanted to refuse and just deal with the consequences, but I probably would have been too worried about keeping my job. Perhaps you could convince a higher manager or an HR rep to force your manager to apologize to you for forcing you to apologize to Donna?
        Well, this happened almost 10 years ago, so its not too likely I'd get an apology for the forced apology. I was worried about losing my job, which is why I swallowed my pride and did it. I'm not sure I'd do so again, however.

        Quoth HawaiianShirts View Post
        I love the term "frequent flyer" in medical settings. It amuses me. I actually got called a frequent flyer once, and if I had not been reading a pharmacy tales blog at the time, I would have had to guess at the meaning.
        Well, it is not exactly a patient friendly term, I will admit. Nurses use a lot of gallows humor to get through the day.
        They say that God only gives us what we can handle. Apparently, God thinks I'm a bad ass.

        Comment


        • #5
          Meh. I'm a frequent flyer at my GP's office. (GP: General Practitioner. Family doctor.) It's where I see some of my medical support team. I also need monitoring because of my meds, and (duh) repeat prescriptions from time to time.

          Hm. Yes, I suppose that makes me a drug-seeking frequent flyer. Mmmm, can't get enough of that yummy Epilim!



          * note to non-medicos; Epilim is an anti-epileptic, with mood stabilising 'side effects', and has been found effective at certain doses for some types of pain control. It's not addictive, and is one of the 'first line' drugs for many conditions - low danger factor, and most of the population responds positively to it.
          Seshat's self-help guide:
          1. Would you rather be right, or get the result you want?
          2. If you're consistently getting results you don't want, change what you do.
          3. Deal with the situation you have now, however it occurred.
          4. Accept the consequences of your decisions.

          "All I want is a pretty girl, a decent meal, and the right to shoot lightning at fools." - Anders, Dragon Age.

          Comment


          • #6
            Quoth Panacea View Post
            So in I truck, and mumble a half hearted apology
            "I'm sorry you're being such a PITA"
            Engaged to the sweet Mytical He is my Black Dragon (and yes, a good one) strong, protective, the guardian. I am his Silver Dragon, always by his side, shining for him, cherishing him.

            Comment


            • #7
              Quoth Seshat View Post
              Meh. I'm a frequent flyer at my GP's office. (GP: General Practitioner. Family doctor.) It's where I see some of my medical support team. I also need monitoring because of my meds, and (duh) repeat prescriptions from time to time.
              That's the good kind: I like patients who are proactive and work with their providers to get the right treatment

              It's the "come to the ER every night and give me narcotics because I don't want to actually do any work on my health" kind of patient that is frustrating to me as an ER nurse.

              Quoth Marmalady View Post
              "I'm sorry you're being such a PITA"
              That was certainly in the back of my mind
              They say that God only gives us what we can handle. Apparently, God thinks I'm a bad ass.

              Comment


              • #8
                Quoth Panacea View Post
                That's the good kind: I like patients who are proactive and work with their providers to get the right treatment
                <bows>

                Thank you.

                It still feels sucky to have to be there every. single. week. But meh. I get worse if I don't get the help, so ...

                It's the "come to the ER every night and give me narcotics because I don't want to actually do any work on my health" kind of patient that is frustrating to me as an ER nurse.
                I don't blame you.

                Heck, I take narcotics every day myself. (One of the reasons my GP monitors me so closely.) If you're willing to work with a pain management/pain rehab team, actually learn the techniques and use them, the pain specialists are willing to prescribe you narcotics if you need them.

                ER is expensive to run, and every patient is expensive to help. And I'm starting to go into Fratching territory. Sigh.
                Last edited by Seshat; 04-16-2011, 03:31 PM.
                Seshat's self-help guide:
                1. Would you rather be right, or get the result you want?
                2. If you're consistently getting results you don't want, change what you do.
                3. Deal with the situation you have now, however it occurred.
                4. Accept the consequences of your decisions.

                "All I want is a pretty girl, a decent meal, and the right to shoot lightning at fools." - Anders, Dragon Age.

                Comment


                • #9
                  Quoth Seshat View Post
                  It still feels sucky to have to be there every. single. week.
                  In my limited experience, it's the ones who are worried about being sucky who are the least sucky. I had a completely incontinent woman today and spent most of the day cleaning her up because she has little feeling in her arms or legs so even eating is a struggle. She felt bad that I had to keep cleaning her up and brushing crumbs out of her bed. I was happy to do that for her, even though her size made things a challenge, because she needed the help and that's what I'm there to do.

                  The dirty old man I had three weeks ago who insisted that I wipe him despite having no trouble doing anything else? He got a packet of wipes and I "encouraged" him to do everything he could independently. "I would hate to see you go to a rehab facility after leaving here because you lost your ability to take care of yourself."

                  Comment


                  • #10
                    Quoth trailerparkmedic View Post
                    The dirty old man I had three weeks ago who insisted that I wipe him despite having no trouble doing anything else? He got a packet of wipes and I "encouraged" him to do everything he could independently. "I would hate to see you go to a rehab facility after leaving here because you lost your ability to take care of yourself."
                    Good for you! Some patients need us to foster independence!
                    They say that God only gives us what we can handle. Apparently, God thinks I'm a bad ass.

                    Comment

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