Situation advice

  1. Hello all,
    I would really like your help on this situation that recently happened at work. I am a cna in a rehab into on a ltc facility, and we recently got this patient who has had a hip replacement, this is typical for this unit but this particular woman was different. She was very hard of hearing and very belittling to staff, I'm here to help in any way I can that's my job and I want to do it as well. So she rang to use the bedpan and with my fellow co worker we rolled her to put the bedpan on her and she screamed at us that we were hurting her, and didn't understand why we had to move her leg in that particular way, we apologized as that is the only real way to ensure the bedpan is in the proper place because she couldn't raise her hips too well. But I think this got her mad because after she was incontinent about 5 times after and would ring after she wet herself. I understand this sort of thing happens so I wasn't upset about it, but when I went in the room for about the 4th to change her with her nurse, (two people
    must go in together due to accusatory) she was screaming and talking to me as if I was a slave and I said don't yell at us. But the nurse instantly told me to stop. I understand how this could have come off like I was yelling back but that's simiply because she couldn't hear me, and I understand her tone could have been raise because she can't hear but she was being very rude and unhelping when I'm trying to help her. I just want to know what fellow cnas or nurses feel about this? I felt terrible and still feel terrible about raising my voice at her because that's the last thing I want to do at a patient, the patient and the nurse didn't seem to think much of it but it's still bothering me.
    thank you!
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  2. 5 Comments

  3. by   Davey Do
    Quote from LKhodunov
    she was screaming and talking to me as if I was a slave and I said don't yell at us. But the nurse instantly told me to stop. I understand how this could have come off like I was yelling back but that's simiply because she couldn't hear me, and I understand her tone could have been raise because she can't hear but she was being very rude and unhelping when I'm trying to help her.
    Yeah... we're all human beings and are subject to reactions due to our feelings and emotions.

    The good thing is that you're owning up to your reaction and you're attempting to process and gain from the experience, LKhodunov.

    Otherwise, it sounds like you're doing a fine job.

    Keep on keeping on!
  4. by   LKhodunov
    Thank you so much that means a lot to me
  5. by   Here.I.Stand
    It is perfectly fine to tell an alert/oriented pt that abusive behaviors are not okay. We shouldn't yell or be abusive ourselves, but a calm, matter-of-fact "we are trying to help you, and you need to be civil" is appropriate.

    Quick story of a non-proud moment for me: I was on the phone with customer service, I think my 4th or 5th call with a continued lack of resolution. I was extremely irritated and accidentally let a f-bomb slip. The rep said to me "if you continue to use that language, I am going to release this call." She didn't deserve to be cussed at -- and neither do we. We CERTAINLY don't deserve to be belittled.
  6. by   NightNerd
    It's so frustrating when you're doing your best to take care of someone, and they just don't see it.

    It sounds like you are very thorough and attentive of your patients. Just remember that their anger is pretty much never about you, but about the situation of dependence they find themselves in. Don't take these outbursts personally.

    When a patient is alert and oriented, I think it's fine to remind them (without raising your voice) that you are there to help them and to please not speak to you that way. If it's truly excessive, I'm not above leaving the room for a few minutes to give everyone a chance to cool down.

    If, on the other hand, the patient is confused and not in his/her right mind, it's just better for everyone that you do your work without arguing with them. Otherwise you'll find yourself more agitated than the patient by then end.
  7. by   Dafabb
    Just an FYI for the next time you have a HOH Pt. By chance if they have hearing aides make them use them. I have had numerous pts take them out because they "don't work" Well try putting one in and talking you will soon find out. I have had to yell so loud someone unfamiliar comes running.....trust me my voice is not only loud but carries.......If they are really deaf even to their hearing aids fix you a board and write. It will save your voice

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