It's Ok To Say 'I Don't Know’ - Nurse Grid

It's Ok To Say 'I Don't Know’

​Nurses are the most trusted profession on the planet according to Forbes (Niall McCarthy Jan. 4, 2018). In the article ‘America’s Most and Least Trusted Professions’ nurses are still number one! It actually recognizes them as the most honest and of high ethical standards. This is a testament to the trust patients put in nurses when they check into the hospital or care facility. They are vulnerable and do not have the expertise (in most cases) to know what is wrong, or understand much of what is said. They look the nurse straight in the eye and count on the sound, ethical and honest response they will get.

​It stands to reason that not all nurses are reliable, but they are fairly evident in the course of the day. Those are the staff that never answer the call lights, aren’t available to help and refuse to ask questions. You know this group. Fortunately this group is very small. It is important to hold them accountable, have direct conversation with them and if needed take those to the manager. 

​The challenge that may present for many nurses is the ability to acknowledge they need help or information before they can complete a task or provide care. When a nurse walks into the room to talk to a patient they are expected to give an honest, accurate answer. Patients count on that in order to feel safe, know they have the right information and feel confident with any decisions they need to make. Some nurses will try to answer based on assumptions or what they think they know. Some will just stare! But a trustworthy nurse will admit they may not have the answer but assure the patient they will go get it. They won’t lie, bluff or make it up as they go. 

​Jennifer was in a hurry to discharge an ER patient. Goals to meet, wanted a break, basically time for them to go. She had a new employee with her and the two of them opened the ER curtain and without introductions announced that Cody needed to eat crackers to assure they will stay down then he could go home. ‘Are those crackers?’ his mom asked. ‘Yes!’ ‘He has Celiac disease’, his mom replied. Staring straight back at mom, ‘Yeah!’ Mom knew already the nurse did not know where this conversation was going. ‘He can’t have gluten.’ ‘Yeah,’ still with the crackers stuck out to hand the boy. ‘Crackers are made with gluten.’ ‘Yeah!’ The mom sighed and provided the education ‘Gluten is a protein found in wheat, rye, barley. Those crackers are made with wheat. If he eats wheat he will become very sick and we will be going no where.’ Still staring, almost as in a contest, she finally said ‘You need to find something he can eat then so he can go home.’

​Do you see what opportunities were here? She had a number of opportunities to gain trust, build relationship and provide confidence that she was of high integrity having the patient as her first priority. Introductions are always critical, it shows the intention of having a relationship even if it is brief. Admitting you didn’t read the record, don’t know what Celiac disease is or don’t know what gluten is are all ok! As a nurse you don’t want to make a mistake, give a wrong medication or not do the correct assessment before completing a procedure. You can’t know everything and won’t as there are new discoveries everyday. Jennifer was not practicing that number one rated nursing practice. I am not saying she didn’t care, but perhaps didn’t want to admit she didn’t know.

​Always introduce yourself, it’s what kind people do. Never be afraid to say ‘I don’t know!’ It shows that you have the best interest in mind for your patient. Ask someone else for help if you can’t find the information you need or help in doing a procedure for the first time. You will have a great career knowing that in every situation you did what you could to build trust and provide the best care possible. ‘Hi I’m Susan. The doctor would like to see if Cody can eat something and keep it down. I see he has Celiac disease and has gluten listed as an allergy. Can he eat crackers?……..What can he eat? We have applesauce, jello and pudding. We might have popsicles. Would any of those work?’ There is one happy mom, looking at the nurse who took an extra minute to know her son and make sure he would go home safe and sound. 

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