How do you deal with an insensitive CNA?

I agree, someone needs to talk to her first. Realistically though, from my experience, these older, long time CNAs in nursing homes are extremely set in their ways, have been bullying new nurses for many, many years, and have seen many of them come and go. One senior CNA in a nursing home can be accustomed to practically running the place.

Just so you know, CNA's DON'T have a license..they are certified nurses' aides not licensed ones. But I get your point.

Actually they are licensed in many States, including mine.

Snitch her out to the boss, that kind of talk to the patients is very inappropriate.

When the issue is flat out verbal/emotional abuse, I would sure hope the staff acts hastily. Abuse is inexcusable.

That is far from being insensitive, anyone with half a brain and a conscience who truly cares for the residents would never make them cry like that by bluntly speaking to them in such a manner. If I were sitting next to one of my relatives and an aide coldly told them their husband was dead (knowing fully well that this person obviously didn't know this, otherwise they wouldn't be asking) and they began to cry like that. I'd be taking it to the highest authority.

Deliberately saying something that you know will upset them (and on more than one occasion?!), and then laughing about it?

That is just as barbaric as slapping them in the face.

Would you honestly want someone who obviously has no regard for people's feelings, and is so cold and uncaring, to be working for you?

Verbal abuse like that is grounds for immediate dismissal at my facility. I always wonder what a person like that is capable of behind closed doors -I believe she would not hesitate to cross over into physical abuse if she has not done so yet.It often starts like this- verbal abuse then uneccessary roughness turns into flat out abuse...Report this-document exactly what you saw and heard and make 2 copies-1 for your DON and 1 to keep....Check your facilities administrative policies,too.Mine are very clear regarding this type of behavior but you almost always need collaboration.Start the paper trail-she is going to dig her own hole...
How would you feel if your mother was being treated this way?

contact the ombudsman, im sure the hotline number is posted somewhere in your facility, i cant stand cnas abusing the elderly! When I worked as a CNA the obudsman numbers where everywhere.

Mine too.

there is at least one bully on every floor/unit. she does this because she can. don't let her bully you or your pt's. her behavior is inappropriate and she needs to know that. of course when you confront people like this they try to make your life miserable, but she can only do what you let her. take notes and of course involve management. i know alot of nurses that have quit their jobs over people like this and as long as you fight for your pt's and stand your ground about what is professional and unprofessional behavior she will less likely mess with you.

\speak softly and carry a big stick,
Try not to overreact, it will only blow up in your face.
Document what you have seen and witnessed as abusive behavior, write down other witnesses as well,
Invite the CNA to a meeting, invite your immediate supervisor as well (don't do the meeting without a witness)
Speak softly, dont shout- and start off the meeting explaining the ground rules, you called the meeting as you saw problems with her behavior to the patients, and you dislike her aggressive attitude on the unit as well as her insubordination to her superiors. ( If she lacks respect for her superiors, she certainly lacks respect for her patients...)
You speak first and expect her to listen and then she will have a chance to respond, The purpose of the meeting is to improve communication and quality of care on the units. No one is threatening anyone's position on the unit, the tone must remain respectful.
Stay focused on your goals and be objective when possible.
Expect her to attack your work and when that happens, bring the meeting back to your goals, you may tell her that you called this meeting in order to improve her performance on the unit , if she wants to discuss your's that can be done at a later date.
Make it clear that only you decide assignments and breaks for the CNA's, and you will not tolerate abusive behavior to the patients- verbally or otherwise.
You should also schedule an inservice on abuse. (others will have heard and seen and take example to her behavior).
Keep memos on all meetings and make copies for her personal file.
She is testing you, stay calm and controlled. Expect her to attack back as the best defense is a strong offense. Dont get sucked into defending yourself. It is not her job to supervise you, it is your job to supervise her. When she attacks answer, " I hear you but we are not discussing my job performance at the moment, if you have complaints we can schedule another meeting where I will be happy to listen to all you have to say.
Be open minded and dont paint her into a corner, leave her an opening to maintain her dignity and improve her behavior. Try not to make the meeting personal- focus on improving the behavior.
You have your work cut out for you, but things could improve.
Regarding her age, treat her with the respect she deserves, and expect respect in return. Age is not the issue here.