Communicating With Patients and Families When Staffing Is Short

Anyone who has worked in healthcare staffing, as I have for more than a decade, knows how often units run short. During COVID I watched facilities struggle to find enough people to care for the residents who depended on them. Even in ordinary times, a call-out or a sudden spike in admissions can leave a unit stretched thin for a shift or a week.

Patients and families cannot see the staffing grid. What they see is that the call light took longer, the nurse seemed rushed and nobody told them why. People can handle bad news far better than they handle no news.

Set expectations early

At the start of a shift, or when you first meet a patient, set honest expectations. We are very busy today, so it may take me a little longer to respond to the call light. If you need something urgent, press it and tell whoever answers that it is urgent. Patients who know what to expect are much more patient than those who are left guessing.

Be honest without oversharing

It is fine to say the unit is very busy. Patients understand that. Avoid venting frustrations about staffing or management in front of them, which can make them feel unsafe. Keep it calm, brief and reassuring: we are busy, and I am going to make sure you get what you need.

Give a specific time and keep it

I will be back soon means little to a waiting patient. I will be back by two o’clock is something they can hold onto. When you give a specific time, do everything you can to keep it, and if you cannot, ask a teammate to stop in or send word. A promise kept on a hard day builds a great deal of trust.

Bundle needs into each visit

When time is scarce, make every visit count. Before you leave the room, check pain, position, toileting, water, the call light and personal items, and ask whether there is anything else they need. Anticipating needs reduces calls and saves time later. See Hourly Rounding That Patients Actually Notice.

Thank them for their patience

A simple thank-you, I really appreciate your patience today, acknowledges the reality the patient is experiencing. It turns frustration into partnership more often than you might expect.

Leaders matter here too. Supporting staff on short shifts, by helping on the floor, protecting breaks and recognizing the extra effort, keeps caregivers from burning out. This is part of my healthcare keynote, The Power of Small Moments. See also People Can Handle Bad News. They Struggle With No News. and How to Integrate Travel Nurses With Your Staff.