Family Matters Part 2: A Guide for Patient's Families

Being in the hospital is not only stressful for patients, but it can also take a toll on family members as well. There is much evidence to support that involving patient's families in their care not only reduces the level of stress of the patient and family, but also aids in decreased lengths of stay and higher patient satisfaction (you can Google "patient family centered care" and read whatever scholarly articles you wish if you don't believe me). As a nurse, regardless of whether or not you believe in patient centered care is irrelevant; patient satisfaction is where it's at. I can tell you that the the current hospital system I work for as well as many others I have encountered, are focusing more on patient and nurse satisfaction more than ever before. Many hospitals have opened visiting hours to 24 hours a day, have started purchasing cots for family members to sleep in, have developed and trained nurses to function as family support teams and have even begun throwing patient's ice cream socials upon discharge!!! (I don't agree with the last event, but if it makes em' happy...) The healthcare system is evolving, but the nurses themselves are lagging. I can tell you that we are doing our best to accommodate families but sometimes the family members themselves can be very difficult and un-realistic. I have come up with a few general rules that family members can follow to meet the nurses half way as we become better at delivering patient family centered care:

1. If you are calling to check in on your loved one, please try to call after 8am or 8pm. Nurses usually give report to each other around 7am. This will allow us to assess your loved one before you call; this way we can give you a better idea of how they are doing. If you want to know how their night went, you can call before 6am to speak with the night nurse. 
2. It is illegal for us to give people patient's information over the phone unless the patient gives us authorization to do so. Often times on admission, the hospital will provide you with a pass code that you will have to give us when you call before we can release any information to you. If you don't have the code, you don't get any info; and please do not hand out the code to everybody and their mother. Make one person the contact person and all other family members can call that designated person for updates. The more time we spend on the phone, the less time we spend in the patient's room. 
3. When you are visiting your family member in the hospital, please keep the visitors to around 2 at a time, especially in the ICU (other floors might not care as much). There isn't much room in hospital rooms and there tends to be a lot of equipment.
4. Especially in the ICU, check with the nurse before stimulating or engaging with your family member, especially if they have recently suffered a stroke, a head injury or are on a ventilator. Is is important that the brain not be overstimulated in order to heal. When patients are on ventilators, we like for them to be calm and relaxed in order for the ventilator to do its job. 
5. Patient's are in the hospital usually because they are sick. I know sometimes family members feel like being with them all day so they are not alone is beneficial, but in reality a lot of patient's tell me to kick out their family members so they can sleep. Put yourself in their shoes, if you were at home sick in bed, would you want visitors coming to see you all day, probably not. It's okay to go home, even at night. If anything should happen, we can call you. 
6. If you are with your loved one as they get admitted to the hospital from the emergency room, we will kindly ask you to step into the waiting room while we get the patient settled. This is a privacy issue. Often times we take their clothes off, look at their skin and go over some personal history questions. Some people don't want their family members in the room during this time. As soon as we are done, we will come and get you. 

These are just a few suggestions. The healthcare system is working on improving our patient family centered care practice. We will not perfect this overnight or even in the next decade. Be patient with us and kind. Express your concerns in a professional and courteous manner. Ask to speak to the charge nurse or family support team if you have concerns about your loved one's care. Most nurses love taking care of people, all people, including families, but we also like to be treated with respect.