ABUSED BY RESIDENTS

[Nica-RN, RN]

Is there any possibility that we can as nurses get support or even have an own number to call regarding residents and their family members abusing us nurses by mistreating verbal and yelling?

I feel threatened and psychological abused by a resident and her husband by yelling esp not even in English and pointing with their fingers towards me.

This resident is also disturbing other residents with her loud screaming and yelling. I am really confused, cause I need to protect myself.

Any helpful ideas? Also, does somebody has similar experiences with residents?

[heron, ASN, RN]

First step is to let your supervisor know what's going on. Second step is to document each and every outburst. Next, find out if your facility has a policy or procedure for dealing with disruptive residents or visitors. Kick the issue upstairs as soon as you can: offer to let them talk to the boss, make sure the resident is safe and notify your supervisor. Then call security, the ombudsman, social worker or the police, whatever is appropriate.

Check to see if any residents need help after being exposed to the drama, then resume your routine.

Sometimes it it works to ask calmly what they want you to do. This might refocus the talk on solving the problem and cut the drama short. See if you can get everyone to sit down - including yourself. You'd be surprised at what happens to the power dynamics fueling the frenzy.

Keep repeating to yourself: I get to say "no" ... I get to say "no"... Make it your mantra. Understand that for many people who grew up in less than ideal families, aggression and the threat of aggression are the go-to solutions to life's problem. That does not mean that you're obligated to stand there and take it.