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| Advertisement Sponsored Links | | | | No. 2 | 
Oct 28, 2009, 08:20 AM
Updated
Oct 28, 2009 at 08:21 AM by mamamerlee
 Re: Customer Violence
Some of the 'violence' is not physical - it's the demeaning ugly way that families, and sometimes the patients, address the staff; it's the threats about contacting administration for a med that's 10 min later then they think it should be; it's the 'gonna get a lawyer' talk that's being heard too often.
Physical stuff is easier to deal with - it's obvious, although if there are no witnesses, but may be hard to prove.
The emotional and psych abuse are much more difficult.
 | | No. 3 |
Oct 28, 2009, 08:54 AM
Re: Customer Violence
While I applaud you for trying to protect your nurses and other employees, you have a problem inherent in your question: "Does anyone have a policy (that you would be willing to share) that addresses customer violence."
Once you modify "violence" with "customer," you lay the ground for hesitation and doubt and second-guessing what is okay and what isn't, what is stepping on a "customer's" toes, etc. The bottom line is there should be a NO VIOLENCE policy instituted that applies to all humans. Period. That includes your administration, patients, and their families. I wish you the best of luck in incorporating a safe system of protection. It won't be easy if your higher-ups are looking at this as "customer violence" and not as it is: violence against its employees in any form.
As for the psych and emotional abuse, every organization should have a system in place to report and resolve these issues. No one should have to do the job they were hired to do while being the mental punching bag for those with emotional problems.
| | No. 4 |
Oct 28, 2009, 09:47 AM
Re: Customer Violence Originally Posted by mamamerlee  Some of the 'violence' is not physical - it's the demeaning ugly way that families, and sometimes the patients, address the staff; it's the threats about contacting administration for a med that's 10 min later then they think it should be; it's the 'gonna get a lawyer' talk that's being heard too often.
Physical stuff is easier to deal with - it's obvious, although if there are no witnesses, but may be hard to prove.
The emotional and psych abuse are much more difficult.
While I agree that such behavior is inappropriate, it doesn't rise to the definition of "violence" in my opinion. To lump the two together dilutes the response to real violence (which includes threats of same). Yes, threats to report me to management or to get a lawyer are stressful, I can cope with them. A threat to "get" me or my family is a whole separate matter.
I just visited an academic medical center yesterday and was struck by one of the huge differences... they have their own university police patrolling the area... these are licensed, armed peace officers... that's a far cry from some of the lame rent-a-cops that provide, eh hem, security, at the other hospitals. I'd feel so much safer working there.
| | No. 5 |
Oct 28, 2009, 09:47 AM
Re: Customer Violence Originally Posted by TurnLeftSide I'm not sure if my hospital has a policy regarding violence inflicted upon nurses by family members but I tell you this, if anyone lays a hand on me, I'm pressing charges I don't care how upset or frustrated they are about their loved one being sick. It doesn't give them the right to harm me. And that is how it should be.
U R better than me. I guess maybe people just assume it cause I am a male nurse...........a LARGE male nurse.
Anyone lays a hand on me, I perform a "laying of the hands" of my own, and not the clerical kind........license be damned..........I can do something else.
Same goes with verbal or emotional abuse. Don't start with me unless you are very confident you can finish. Having a mouth that cashes checks the body can't cash is a dangerous habit.
I know, it's a childish approach, but...........I don't tend to get abused. Thats my goal, and mission accomplished.
| | No. 7 |
Oct 28, 2009, 10:08 AM
Re: Customer Violence Originally Posted by eriksoln U R better than me. I guess maybe people just assume it cause I am a male nurse...........a LARGE male nurse.
Anyone lays a hand on me, I perform a "laying of the hands" of my own, and not the clerical kind........license be damned..........I can do something else.
Same goes with verbal or emotional abuse. Don't start with me unless you are very confident you can finish. Having a mouth that cashes checks the body can't cash is a dangerous habit.
I know, it's a childish approach, but...........I don't tend to get abused. Thats my goal, and mission accomplished.
See I wouldn't know how not to react when assaulted by a family member because my gut reaction would be to respond as I've been taught in Krav Maga. I'm just not one to be messed with. Maybe it's the way I carry myself, because one rude out of line word brought to me by a family member gets a very stern glance and then ignored.
| | No. 9 |
Oct 28, 2009, 11:09 AM
Re: Customer Violence Originally Posted by goyavo Good luck with that. My wife's finger was bitten off by a "customer" two years ago and we just found out today that the guy was found not guilty by reason of insanity. No jail time for biting off a finger!! You can "not tolerate" violence all you want, but it will still happen and our justice system is too impotent to do anything about it.
U just proved my point. People of this nature, the "reason of insanity" types have enough reason/sanity to know who to do it too. They tend to bypass me for others.
Case in point: Alcoholics going through DTs. Kicking, screaming, grabbing at nurses. Make every attempt to harm their caregivers. Someone who has........IDK, a persona/look of someone who hits back comes in and.........well, the aim their attacks very well at others, make every effort not to strike me. It just can't be coincidence.
I think of it like this: Ever see pushy customers and how they operate? They tend to pick on the teen-age burger cashier, putting the finger in their face and yelling. The second the adult manager arrives, they all of a sudden regain their self composure and..............talk rationally. They may still demand their money back and raise the voice a little, but the extra curricular stuff magically disappears. The difference being.......someone their own size is in front of them now.
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