As a CNA, what do you do about difficult residents?

[CNAinNeb]

All of my residents at work love me, they consistently tell me I am a wonderful "tech" as they call us at work. That is- with the exception of one resident. We are supposed to answer lights within 10 min, but we have been so short-staffed lately, that I often don't get to a resident's light until right before the 10 min is up, especially when she is on the light at least every 1/2 hr. She keeps saying she is going to report me, that I took half an hour to get to her. I look on the timer on my beeper and it says 9 min!

She is also going to report me for not hanging her clothing up right, that they are just "thrown" on the hanger. I am so meticulous, I line the seams up on the pants, and make sure the neckline looks perfect before I hang it up, but she states that her daughter says there wasn't one item hung up right in the closet. I ask her to show me what she means, b/c I thought it was hung up right and she says "didn't your mother teach you anything!?" and rolls her eyes.

She also is upset when I throw a washcloth in the wash after one use. She says I am being wasteful, even if I just did peri-care and it has BM on it. If I use more than one washcloth during pericare, she will literally start to cry. She also tells me that I don't know how to use the lift correctly, that I am too weak to use the lift on her, that I need to get a man to do the work. She then takes 20 min just for me to let me close the door "open a little more, little less, back where you had it, no a little more, you idiot!" I have 18-20 residents! I don't have time for that!!

She also complained to a nurse that I don't talk to her, and I never start conversations. How am I supposed to have a conversation, when she is so busy with her requests and accusations that I can't even get a word in?

Anyone else have a story? How do you handle it?

[TiggerBelly]

I think everywhere you go, there will always be that one person that wants to drive you up the wall. Can never satisfy them, never do anything right by them etc etc.

I doubt that you are the only tech that this resident does this too. As long as you are doing you job correctly, not being negectful (which I am not accusing you of) answering her call light as soon as you are able, if she does report you, I don't think that the higher ups would disipline you. They probably already know how she is anyway.

As far as trying to take of her with the washcloth thing, just try to remember as well that she may come from a generation where things never got thrown out and nothing was wasted. Everything was rationed and saved. She may have trouble understanding that things like that are no longer a concern. Just explain to her that you are not wasting the washcloth, rather you are not going to use it to clean her again after it has become dirty with BM. State that you care about her and her cleanliness and are going to wash it.

And with her being on the call light every 1/2 hour, maybe try to say to her while you are in the room "Is there anything else I can get you while I am here? Because when I leave I am going to be taking care of other residents and will not be able to come back to you for a little while"

Then round on her as you would anyone else. Hopefully she will come to trust that you will be back when you say you will and she will back off the call light.

As with her using offensive language (idiot, dummy etc) just please "I don't appreciate you talking to me that way. I would not talk to you like that so please give me the same respect I give you"

I hope this helps. Sorry the reply got so long. And trust me....we have all been there and done that and we feel your pain. Good luck!

[misty_stars]

i agree with tigger, but on the other hand, if she is anything like a resident i take care of that won't work. i can go in the room and if she is sleeping, tap her and wake her up and tell her i am there to check her to see if she is wet and she will say ok but as soon as you pull them covers back she flips on ya. she hits, kicks, trys to bite, even gets to the point that the nurse has to give her a shot and i have to get reinforcements to help me change her. No matter what i say to her, to help her understand what i am doing and why she don't wanna hear it....it gets very frustrating, but I just keep in mind that she doesnt know what is going on and that i love my job.