Unhappy family members

As Senior Clinical Nurse who runs charge all the time I'm the one that gets called to deal with irrate patients and families and with waiting times getting longer and longer there are more and more of them.

First I listen

Second I try to determine what exactally the problem is

Third I try to fix the problem if possible, if not I try to explain why I can't fix the problem

Fourth I try to find a compromise

and then if all else fails and the person gets worse and worse than I call security.

Please note...I will not tolerate anyone abusing any of my staff. Security is called first and the police are called if necessary.

It's ok to be angry but it is NOT OK TO ABUSE ANY HEALTH CARE WORKER FOR ANY REASON.