As a CNA, what do you do about difficult residents?

All of my residents at work love me, they consistently tell me I am a wonderful "tech" as they call us at work. That is- with the exception of one resident. We are supposed to answer lights within 10 min, but we have been so short-staffed lately, that I often don't get to a resident's light until right before the 10 min is up, especially when she is on the light at least every 1/2 hr. She keeps saying she is going to report me, that I took half an hour to get to her. I look on the timer on my beeper and it says 9 min!

She is also going to report me for not hanging her clothing up right, that they are just "thrown" on the hanger. I am so meticulous, I line the seams up on the pants, and make sure the neckline looks perfect before I hang it up, but she states that her daughter says there wasn't one item hung up right in the closet. I ask her to show me what she means, b/c I thought it was hung up right and she says "didn't your mother teach you anything!?" and rolls her eyes.

She also is upset when I throw a washcloth in the wash after one use. She says I am being wasteful, even if I just did peri-care and it has BM on it. If I use more than one washcloth during pericare, she will literally start to cry. She also tells me that I don't know how to use the lift correctly, that I am too weak to use the lift on her, that I need to get a man to do the work. She then takes 20 min just for me to let me close the door "open a little more, little less, back where you had it, no a little more, you idiot!" I have 18-20 residents! I don't have time for that!!

She also complained to a nurse that I don't talk to her, and I never start conversations. How am I supposed to have a conversation, when she is so busy with her requests and accusations that I can't even get a word in?

Anyone else have a story? How do you handle it?