The Right Priorities
When my mother was researching where to do her rehab after double knee replacement surgery, she asked her doctors, nurses and friends in the area. She ultimately decided on one facility that had a great reputation. She was apprehensive about the surgery and weeks of rehab but confident she would have the right tools and people to help her.
She had her surgery on a Tuesday and was transferred on Friday to the rehab facility. When I went to visit her, I found she was very distressed by the care - or rather the lack of care--she found. The nurses and support staff put her in bed and promptly ignored her for hours. The physician wasn't expected until the next day. Her roommate cried all day. Mom was overwhelmed and in significant pain. She needed a little TLC, but everyone it seemed was too busy.
One way Mom thought she'd begin to feel better was if she took a shower. She hadn't showered since Monday before the surgery, had been catherized for 2 days and understandly felt disgusting after not being able to get up and go to the bathroom unassisted.
Once we tracked down a nurse manager, she said it was unlikely Mom would get a shower that night. Patients generally received them every 2 days and since Mom just got there, she could wait another day. Emotionally and physically drained, my mom began to tear up. She just wanted to feel normal again. Couldn't anyone understand that? I asked the staff if I could help her wash if the nursing staff was too busy. That was acceptable as long as the staff helped her walk to and from the bathroom.
On my next visit to see Mom, I was assigned (by my Dad) to take her to physical therapy. On our way, we stopped by the nurses station to get more pain meds before her workout. It took a few minutes to get the attention of the nurses & other staff members. They were huddled around a computer deciding which gift to get someone from a baby registry.
When one woman finally acknowledged us, she said she'd check and disappeared for more than 5 minutes (the med closet was 15 feet away). Meanwhile, we waited patiently (ok, maybe not so patiently) barely 3 feet from where three other staff members (at least 1 was a nurse) continued to scroll through page after page of baby gifts. No one talked to us. No one acknowledged us.
Finally, I interrupted with a polite "excuse me" and asked if the nurse was coming back as we were now late for PT. Another nurse said we should have come earlier to get the meds. It wasn't her fault if Mom was late to "class".
Both of these experiences made me wonder how this facility got so many rave reviews. In the first case, it could have simply been a matter of staffing why my mom didn't get enough attention on her first day or there was no one to give her a shower. In the second case, staffing obviously was not an issue. There were nurses and ancillary staff available--they were just otherwise engaged in personal matter.
People go to facilities like this rehab hospital because of the nurses. It would be a shame if they also decide not to go because of the nurses.