Report lack of care to who...where????

[G-Ma]

Yesterday...Monday..I got to clinic at 10:30 as usual. Called in at 10:50. Great. Tech called another tech to stick me as she infiltrates me.  Good. Good tech came, stuck me, taped, walked away. 11:10 tech finally came to hook me up, arterial was clotted.  I had told her. Got it unclotted, then veinous did not work, she flipped the needle and felt like sucked my vein in, stopped.  Waited for other tech. 11:40 he finally got away to restick me.  I was NOT happy but went with the flow as he is good.  Finally got connected, no lung check etc at beginning and I had been in pain all over when I arrived. Head nurse came by, said Hi how are you...so sweet  I said not good and she said ok and walked away smiling. Social Worker came by also asked how my day was going.  I told her...she went and told Director who said she would come by..NOT.  Between 12 and 1:30 no one came to check me or my machine. At about 2:30 another patient tried to die so nurses were finally busy for real.  At 3:20 tech asked a nurse to pull my needles as she was busy, nurse didn't want to so tech who stuck me came and pulled needles so I could hold, said he had to leave or would be in trouble for staying, told me to call out if no one came to tape me      at 4:40 I called the nurse who had been standing next to me the whole time and I asked for tape.  She finally came and taped me, walked away, I finished putting away my blankets, went and weighed myself and waited for her to take my BP.  I was standing the whole time with a nurse sitting at the desk facing me.  At 4:55 I just picked up my stuff and announced I'm leaving now.  A tech was sitting in a patient chair, a nurse was taking off the last patient, another tech was cleaning the next machine.  The nurse at the desk was the one who had taped me and walked away..well, she jumped up, asked did "she" take your BP?  I looked at her and said "no, you didn't" and I kept walking.  Director had never come to talk to me.  The week before Christmas I heard another patient demand to move to another center due to poor care and the charge nurse came over and said "consider it done", never tried to talk to the patient.  Until this time I've not had care this poor. But this kind of care could be fatal to me, so not sure where to go with this since the Director doesn't seem interested either.  Now I'm starting to wonder if this center is working toward closing?  They closed their Nocturnal unit the end of October 2008.  Company is RAI.  Anyone know anything?

[thegrammalady]

there should be a poster somewhere in the center listing complaint procedures.  make your complaint in writing and watch them scurry......there is no way any of us should have to put up with this type of treatment.

[Stacy Without An E]

Stories like this infuriate me because this is the type of clinic where people are likely to die and no one will be admonished for it.

And to have to waste six hours of your day for a three hour treatment because no one seems to care is horrifying.

I know its not easy while suffering ESRD, but please try and find a new Dialysis center (non-profit if possible, they seem to have the best care) and get your care managed.  None of the individuals have the right attitude for caring for patients.

What you've described is what you'd expect from a cashier at a gas station with a bad attitude.

[nursewratchet]

In the lobby of the clinic, it HAS to be posted.  It is the law.  Look for the paper that says something to the effect of "how to post a compalint" or something similar.  In Texas, you can call The State Health Department.  Should be the same in NC.  If you can't find it, ask to review your consents.  It's in there as well.  You can also call ESRD Network.  Look online, the website will give you the Network # that your in, ( I am in 14).  They will also be able to help you.  After that, there is CMS, Center for Medicare Services, the biggie.  I would have said, start with the Director, but she sounds like an idiot.  It's a shame, there are quite a few idiots in healthcare.  Let me know if you need more info...

[kitkatz]

You have to put it into writing to the director of the place. They have by law a certain number of days to get back to you either verbally or in writing.

[nursewratchet]

You have to put it into writing to the director of the place. They have by law a certain number of days to get back to you either verbally or in writing.

   Good point KitKatz,  I was so mad I left that out.  The state surveyer will ask for a written record of complaints.  If there are no compliants logged, they will have a full blown survey.    If you get the state involved for a complaint, they come in quickly, and look at everything, and talk to patients about the quality of care.   

[G-Ma]

Thanks all.  Guess I will have to do a letter.   

[monrein]

Simply outrageous treatment G-Ma.  You need to find out who's in charge of the unit (but not in there).  Put it in writing detail by detail. Cc it to the director but address it to her boss.  Cc it to the social worker as well.   Her job in part is to advocate for patients.   I've never heard of not being hooked up immediately once you've got the needles in your arm.  I also completely agree with Stacy about trying to find somewhere else to go.  Where's nursewratchet on this for advice.  We all know she'll be pissed.  Since you did home hemo for a while, would they ever let you hook yourself up and turn up the pump etc.?  I'm fuming on your behalf right now.   I'd be thinking news reporter right about now but I tend to get a little tetchy when riled.

[nursewratchet]

Simply outrageous treatment G-Ma.  You need to find out who's in charge of the unit (but not in there).  Put it in writing detail by detail. Cc it to the director but address it to her boss.  Cc it to the social worker as well.   Her job in part is to advocate for patients.   I've never heard of not being hooked up immediately once you've got the needles in your arm.  I also completely agree with Stacy about trying to find somewhere else to go.  Where's nursewratchet on this for advice.  We all know she'll be pissed.  Since you did home hemo for a while, would they ever let you hook yourself up and turn up the pump etc.?  I'm fuming on your behalf right now.   I'd be thinking news reporter right about now but I tend to get a little tetchy when riled.

  Im so pissed, I'm laughing about it.  I can't believe this!!!

[G-Ma]

yes Monrein, that's why I waited til today to note this on IHD...I was HOT and major headache. Yeah, I was floored about having to wait and no they won't let me do anything myself. I have asked, I tell them more on what to do than they want to know.  I would love to be in a center like you are.  Have a great day.
Ann

[RichardMEL]

Gee that is so poor. I am ever so thankful for the awesome crew that I have when I read stuff like this. If they're busy they are more than happy for me to do the things I can do.. like my resting and standing BP's, weight, writing those down etc. I too have always been hooked up when I've been needled. If the machine is not ready (testing etc) then they might needle just a minute or two before it becomes ready. What hopeless (lazy) staff to not even tape you?? what the??? I agree with the others to write it down, document and send multiple copies...

good luck!!

[Rerun]

If you want to piss them off....... leave without a standing BP or a weight.  They will have to make something up to get out of the computer.

                                       

[pelagia]

I'm so glad we have this --> 

 

[nursewratchet]

If you want to piss them off....... leave without a standing BP or a weight.  They will have to make something up to get out of the computer.

                                       

  I really WANT to be shocked that someone would "make something up", but... I am still shocked over the "no lung sounds, or heart sounds" by some people. 

[MIbarra]

G-Ma, how terrible! I hope you are able to get something done about it. It is sad how lightly they take their job when people are relying to keep them alive.

[kitkatz]

   Use my stick judiciously and well on someone's head in your letter!

[Zach]

As Kitkatz said, put it all in writing and copy everyone.

Here's the web site for the National Forum of ESRD Networks:
http://www.esrdnetworks.org/esrd-networks-1/esrd-networks

Network 6
(Georgia, North Carolina, South Carolina)
http://www.esrdnetwork6.org/

Southeastern Kidney Council, Inc.
1000 St. Albans Drive, Suite 270
Raleigh, NC 27609             

Phone: 919/855-0882
Fax: 919/855-0753
email:jkrisher@nw6.esrd.net

[G-Ma]

Thanks Zach.  I have work to do.
Ann

[G-Ma]

OK, my letter is detail by detail and I have emailed it to places Zach provided and also thinking about letting the State Health Dept and Medicare know about this too.
Thanks for your support.
Ann

[nursewratchet]

OK, my letter is detail by detail and I have emailed it to places Zach provided and also thinking about letting the State Health Dept and Medicare know about this too.
Thanks for your support.
Ann

  I would send it to all of them.  Send the same letter, copy to the facility director, her boss, ESRD, AND the State.  Things will change.  If the state finds fault within the facility, jobs can be lost, and the will send a "monitor" until it's improved. 

[monrein]

 

[Zach]

I posted this article by Roberta Mikles, RN, BA elsewhere on IHD, but it's appropriate here:

Viewpoint: The Many Faces of Quality Care and a Need for Accountability
http://www.renalbusiness.com/articles/the-need-for-accountability-in-dialysis.html#

Dialysis Patients' Bill of Rights and Responsibilities
http://www.kidney.org/atoz/pdf/DialysisBillRights.pdf

Don't accept mediocre -- mediocre can kill.
The way to bring about improvement of care is vigilance by those on hemodialysis.

Always write it down and when corresponding, cc many.

[okarol]

When I read "mediocre" I saw "Medicare" - 

I hope you get some support G-Ma, your story makes me angry and sick! 

[Zach]

When I read "mediocre" I saw "Medicare" - 

 

[G-Ma]

Well, I have started rattling some cages.  Social Worker was in when I got to D this morning.  I handed everyone a copy of the letter.  She discussed it with Saul and me and 10 min after I was hooked up the Director came..she knew I was not believing everything she was trying to say..gave me excuses about issues with having to write up some techs and their friends being upset.  I told her several times this should NEVER be a problem of any patient..she needs to fix this..she kept saying I wish you had talked to me before you sent this and held up her letter.  I said I was here Monday and you did not come to talk to me, well there were excuses about that too.  We shall see how this turns out.  Too many people use too many excuses.  I'll keep you posted.
Ann