I feel sorry for nurses who post (I know they are just venting) how obnoxious, demanding, ridiculous, rude, patients and family are, or will become, because hospital reimbursements (medicare) are tied into patient satisfaction. Or even somehow the ACA is going to cause patients to be more demanding.
I have worked bedside nursing in county and private hospitals for 30 years. I can't believe I am just lucky and never encounter patients or family who are so inappropriate?
When I do encounter them (yes I guess I have) I go into automatic pilot, I don't even consciously think about it, I had to Google "how to react to rude people" to realize what I guess I do without thinking. (I wish I could go into automatic pilot in codes....I freeze up and can't think at all!)
"Don't give their behavior more thought,"...... must obviously be my first reaction because I immediately forget (except for really rare occasions) what they said or did....."their behavior is out of character for them"...."they are not trying to hurt you personally, they do not care about your feelings"..."they have their own issues." (We are talking health care here...maybe they have some serious issues and concerns you don't even know about.) "Do not engage them......you don't have to prove yourself."
Really, honestly nurses, they are not out to get you! Validation of their feelings is almost 90% of the time all they want, even if you really don't agree with what they are complaining about, they believe it so just say...."yes I can see why that upsets you...I understand why you are so angry....that must really make you mad..."
If it gets to the point of fearing for your physical safety your institution is mandated to have in place a "code" to call for help with violent patients or family. Yes, I know it can get to this point...I have seen it.
Honestly if you find yourself frequently encountering rude demanding patients and family maybe it is time to think about what attitude you are giving them that they react this way?
If you can think of nothing else think "raise them to my level, don't lower myself to their level."