The next morning I gave Jenna, my nurse extern, a report before we started the day. "Make sure you set your limit with Mrs Chunn, Jenna." I said. "If you have any problems or questions, let me know as soon as possible." Jenna nodded and we instantly exchanged an eye contact, which is decoded as "this is a difficult patient and we need to stand on the same line." But I have lot more confidence in Jenna. She is soft-spoken and always has a pleasant smile on the face. She is tall, blond and all blue eyes. Who does not like to see a beautiful girl? Her presence by the bedside IS customer service.

I noticed that Jenna was very attentive to Mrs Chunn. By 0930 Mrs Chunn was already washed up and changed a new gown sitting on the chair while Jenna was changing the linen. Atta girl, I thought. So many times I even feel embarrased in front of patients family when they come into the room to see their mom or dad (sometimes grandmom or granddad) lying in the bed without being fed. Or patients family come to the staff and tell us that their mom or dad needs to be changed. The older incontinent patients are so vulnerable that the diapers are so soiled the pee or poop leaks through and is all over the sheet because staff has been busy. But Jenna has been on top of things today. Mrs Chunn was cleaned and the bed/ room was spotless. Wonderful!

The next thing I knew that a lady looked upset standing by the door of Mrs Chunn's room. "What can I do for you?" I approached and asked. The sooner a problem is found, the better it is solved. "Why is my mother sitting on the chair and NO ONE takes care of her? What if she falls? You know that she CAN NOT walk." EXCUSE ME?  What was all this coming from, lady? I glanced the room one more time before I made any response to the daughter. "Umm, we just helped your mother clean up, wash up and bed was changed 15 minutes ago. She ...." I was pretty sure Mrs Chunn was all right sitting on the chair by herself at this point. What seems to be the problem, REALLY? "I would like to talk to your administrator RIGHT NOW." She gave me a "talk to my hand" look. Might as well. I do not have the freaking time for a neurotic family member in the morning anyway. Its too early to have drama. It was 1000.

Jenna approached me and asked what was wrong. I told her what went wrong in the room. "But Mrs Chunn said she would like to sit there for a minute and did not want to go back to the bed." Jenna said. Aha! If....lets say Mrs Chunn is a fully competent person, which I think she knows what she's doing, then Mrs Chunn's daughter is either a bitch or just as neurotic as her mother. Then there went my manager into that room. Sue is a big girl and she can deal with it.

15 minutes later Sue came out of the room and said to me that "we have done all we can." For a minute I did not realize what it really meant until I saw Lucy waving at me. She is our customer service representative. Gee wee louise!! The daughter called Lucy's office and made a complaint about us?! She is WORSE than her mother! If she thinks her mother really needs someone by the bedside to attend to her needs 24/7, lets say she may need to either get another family member to help around or find a private caregiver OUT OF HER OWN POCKET? Lets try to WORK IT OUT in this system, shall we?

I was not sure what time Lucy left but I was really busy with something else to be even bothered by the Chunns. Penny paged me in and handed me a vase of roses with a card written, "Sorry that we do not live up to your expectation. Please accept our sincere apology." Lucy was known to stand on the other side when it comes down to complaints about the nursing staff. She always said, "we are here to serve the underserved." Underserved my a*s! Some of them are just being neurotic ghetto. period.

If all the Chunns needed was an apology, then all the explanations for why and how and when we are understaffed was unnecessary. Developping a sensitivity to say I am sorry, however, IS necessary. We had peace with the Chunn's mother and daughter throughout the day. Then around 10 minutes to 1900 when my shift was almost over, the call light was lit up. I dropped off whatever in my hand and came into the room immediately, the daughter then said, "Can you make the bed for my mom?" Uh-huh! we have made the bed TWICE that day, lady. Sorry, we can not help if your mother is a SLOB, Ms Chunn.