Oh no! You walk in Monday morning to a text from one of your nurses saying they have walked off their assignment and will not be going back. What now??
In the fast-paced world of healthcare staffing, unexpected situations like this are bound to arise eventually. It is an unfortunate part of the business, but one that calls for a measured and considered response.
What do you as a recruiter say? What do you do?
First, encourage them to reconsider leaving the assignment if the issue can be resolved or mediated, as they may incur a financial penalty for leaving. Inform them that if they walk off during a shift, after accepting report on their patients, they (and their license) could be reported for patient abandonment.
Ensure that the clinician understands why walking out on an assignment is not acceptable. Take the time to find out if there were known issues; were these issues addressed? Did the recruiter follow up, and if so, what was the outcome? Or is this the first time anything was mentioned?
If this person is leaving for a valid reason, be supportive and assure them that they will be able to travel again and will not be a DNR.
Work through best practices if they are having issues on a future assignment. This includes notifying their recruiter and manager of concerns, addressing issues, and following up to make sure issues were resolved on both ends.
What should the agency say and do when a nurse “walks off” a contract?
- Contact the CM, VSP, MSP (whomever the facility liaison is) and reassure them that they will try to salvage the contract, that they will speak with the clinician to determine what led to this and will attempt to resolve the issues that led to them leaving.
- Ensure that the clinician understands why this is not acceptable and investigate if there were known issues. If so, were the issues addressed? Did the recruiter follow up, and if so, what was the outcome? Or is this the first time anything was mentioned?
- If they are walking off for a patient safety issue (i.e., abuse or an unsafe work environment) encourage them, if applicable, to report the facility to the appropriate overseeing body as quickly as possible.
What the recruiter should NOT do:
- Force or guilt a clinician to stay if there are valid issues for walking out (abuse, harassment, an unsafe work environment, or issues that have been brought forth from the clinician but have not been addressed and continue to be concerning).
- Promise them there will be no financial penalty – even if the issue that led them to leave was valid – the decision for an early termination penalty is up to the agency, not the recruiter.
- Guarantee them that they will be able to take another assignment until the issue is properly investigated. Again, that is up to the agency, not the recruiter.
What the agency should NOT do:
- Do not force or guilt a clinician to stay if there are valid issues for walking out (abuse, harassment, an unsafe work environment or issues that have been brought forth but are not being addressed and continue to be concerning).
- Do not promise the facility the assignment will be salvaged – each situation is different and may not be able to be saved.
- Do not DNR a nurse for walking out IF THERE ARE VALID CONCERNS. Be open and listen to the issues, be understanding of their concerns for their license or patient care (if this applies to the situation). It is important to hear their concerns and let them know that you want to help them as best as you are able.
While this kind of Monday morning text presents a challenging and unexpected situation, it serves as a reminder of the importance of flexibility, empathy, and continuous improvement in the healthcare staffing business. It creates an opportunity to learn and ensure that both your nurses and the patients they care for receive the best possible support in the future.
CliniSight LLC provides Clinical Liaison services to healthcare staffing firms. If your team would benefit from this service, contact us today at info@clinisightllc.com.