Demanding Residents

fuzzywuzzy, CNA · Jan 9, 2009

There are residents like that in every place, and you're right, rational explanations about your other duties only make it worse. It sucks for them, but I haven't really found anything that works. Documentation is important. Some of our more demanding residents have orders for the CNAs to encourage them to come out of their room, go to rec activities, etc., but that doesn't work either.

I haven't found anything that really works, but it helps if you give a crap about them, plainly speaking. When I get residents like that I socialize with them a lot during their care, and if I'm passing by their room I always say hi, answer their call bells as promptly as I can, etc. Always tell them what's going on- they're less likely to flip out if you say you're going to finish passing snacks and will be back w/in a certain timeframe. If they stay up late, go hang out in their room instead of at the CNA desk... that sort of thing. And I try to show them they can catch more flies with honey. Like recently this one lady, instead of flipping out, has started "accidentally" ringing her call light. When I go to shut it off and she says she didn't ring instead of saying, "Oh okay bye" I flatter her... "Oh well, at least I got to see you! Do you need anything??!!"

It's not perfect, but I think it helps. I'm one of the nicer CNAs on my wing, and when I'm working with others in the "nice" group that's not burned out yet, things seem to go a lot smoother with some of the demanding residents.

yousoldtheworld · Jan 9, 2009

Like the other poster, I haven't found anything that works consistently, either.

Usually, when I am caring for one of those residents, I will say, "Okay. What else do you need right now? I'm not going to be able to come back in for a little bit, so I would like to get everything you need taken care of now so you don't have to wait." Sometimes it helps with the more oriented residents, and it might prompt them to think of things that they might be ringing to ask for 10 minutes later. Explain to them before you leave their room that you will be occupied for x amount of time, and you will be back to check on them as soon as you can. Give them extra attention when you have the time, and yes, always document demanding behavior.

However, it is an unfortunate fact that sometimes, you're just going to have to prioritize and take care of the other residents before you go back into a demanding resident's room for the 10th time in the span of an hour. THe more you get to know your residents, the more you'll get to know whose lights are usually more important and who might be calling you to ask you to move their pillow a half inch to the left.

NM nurse to be · Jan 10, 2009

This is a great question! I'm still fairly new and have a couple residents who do this to an even greater extent with newbies. It really does help to be able to figure out, like yousold said, who REALLY need something and who just wants to have some company. I'm kind of getting a feel for that now but disengaging with the demanding ones is a little tricky some days. I like the idea of flattering them, I'll have to try that.

mochabean · Jan 10, 2009

I have a co-worker who purposely doesn't smile or chit chat with demanding patients. She has no problems with them because they see her as unapproachable. That's her way of dealing with it, not mine. I just tell the patient I'll be with him/her in a moment. They just have to wait unless it's a real emergency.