You did great! Now management may speak to you and that is their role to investigate conflicts/complaints. Just remember though, there is a time to act instead of react. It's hard when someone is so RUDE!
It took tons of practice, but I get quieter, and smile deeper (my devious smile) with these folks.
- "I would have happily been here sooner if only you had hit your call bell to alert me of your needs..."
-"your tone of voice is offensive, I will be happy to come back in a few minutes if you need to calm your tone of voice "
-"did you mean ""please get me a smaller cup""?"
-MY PERSONAL FAVORITE "I'm sorry, but your verbal abuse of calling me lazy will not be tolerated, I am stepping out to get the charge nurse to speak to you. If you want a new nurse I understand, we have many new nurses on staff tonight whom lack the years of experience that I posess, that you may find more suiting to your needs"
I drive management simply crazy because my hands are folded infront of me, my smile strong, my voice oh so sweet. When you can master that, the sweet sweet words that you use to stand your ground protect you and leave your patient looking like the butt that they are.
And that blanket thing, or "feed me" or any demand meant to be demeaning for me to serve them instead of facilitate independence is met with "oh, no sir, I am here to help you get strong, recover and return home as quickly as possible. So you do what you can yourself first and I'll do what you can't. Thank you for understanding I am here to provide EXCELLENT care to you"
Choke on that press gainey!