Do you ever put your foot down with difficult patients?

Nurses General Nursing

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I rarely do, but once I had one of our frequent flyers who is in his 20s and a pathetic alcoholic who comes in with abdominal pain and wants narcotics. He has had pancreatitis several times, but often his amylase is WNL and he still presents with this manipulative clock watching neediness.

So one night he got the unassigned doctor who has the most old-fashioned views about pain control. For the needy types he always orders it IM and definately doesn't buy into the current thinking on the subject. My patient was whining and wheedling. The doctor wouldn't up his pain med.

Finally, I put my foot down and chewed him out. I told him he should be ashamed of himself for drinking again, that he was self-centered and thoughtless for the well-being of his two young children. I told him that the doctor was not going to give him more pain medicine so he might as well stop ringing his bell because I was busy with other patients who hadn't gone on a drinking binge to land themselves in the hospital.:devil:

Didn't hear a peep from him all night, and he's always on his best behavior when he sees me. :lol2:

Yes, sometimes I feel that we pussyfoot around a little too much with some of these patients. I had a wheezing COPDer come in with a great deal of respiratory distress who said, "I'll quit smoking next year," and --I swear it just burst out -- I said, "Oh honey, you won't have a next year if you don't quit smoking."

It just came out, I know. Way to go girl! I know more of us would like to say these things but hold our tongue.

Specializes in Med-Surg/Tele, ER.

What Tazzi said.

Like all of us, I find myself in these situations all the time. It makes me feel disgusted with the modern medical system when I have to be the one who provides an addict with their drug of choice all day long. Ugh. This came-up recently on the med-surg forum, though, and I learned a valuable lesson. Really, on a med-surg unit we aren't set-up to treat the addiction, especially true in cases where the patient is admitted with some sort of chronic idiopathic pain.

I have certainly refused to be treated poorly by difficult patients. I'm not one to stand there and argue with someone, or just be there to be verbally abused. It's a pointless exercise anyway, because if the pt is at that point you're getting nowhere fast. I will usually give them a break, and then come back to discuss their concerns with sincere compassion. While I'm gone I remind myself that life must have been very cruel to this person, for them to be in the place they are now.

There are patients who are in crisis, who aren't there just indiscriminately abusing staff. I know before my life as a nurse I may have sworn at one or two :uhoh21: in the midst of a crisis. Some of the greatest therapeutic conversations I've had with patients began with the patient being insulting or ridiculously cruel, seemingly out of nowhere. I was really thankful I was able to see through that to the hurting person inside. A few questions about their status and you learn they're struggling with their diagnosis, they have small children at home to care for, their spouse just died, etc etc...

Specializes in SICU, MICU, CICU, NeuroICU.

Sometimes you can't feed into their train of thought. If they get and inch, they'll take a foot. I know my wife puts her foot down when the patients get out of hand.

All the time. We really need a lot more limit setting, and "telling it like it is" in nursing.

Specializes in Neuro/Med-Surg/Oncology.

I set limits and can be blunt, but I'm not ignorant about it. When I am getting to that point (and it usually takes a long time), I switch and take someone else's problem child for the rest of the shift. I really try to be respectful, but I'm sure not about to be manipulated either. I think it shows because I usually don't have a problem with these guys the rest of the shift.

Specializes in Med-Surg.

One of our head nurses is definately the "tell it like it is" type, and I love her for it. At times she can be intimidating, even to the staff, but she'll tell you the truth and never sugar coat things. We have a homeless patient who has been in our care for a while. While she will freely leave the floor to go have a cigarette outside, if it's too cold she'll smoke in her bathroom. A number of staff members have tried to politetly tell her she cannot smoke in the room, but when this head nurse let her have it, she stopped. I wish we could "tell it like it is" and not get in trouble, some people need that scare to snap them back into reality!

Yes I do. Unfortunately when you work for a for-profit employer, you can then get nasty comments made on your evaluation that you have poor customer service skills. My last boss thinks that money is more important than taking proper care of the pts. And she was willing to stand there like an idiot while she got cussed out by pts. You can just imagine what I had to say to that supervisor.

Specializes in Emergency & Trauma/Adult ICU.
I wish we could "tell it like it is" and not get in trouble, some people need that scare to snap them back into reality!

Most of the time you can tell it like it is and not "get in trouble" and I find it troubling that many seem to feel powerless this way.

It's all in the wording.

I very rarely raise my voice.

Assuming a patient is A & O and not intoxicated ...

1) When asked for the 14th time "when can I have a cigarette?" and having answered 13 times "the entire hospital campus, including outside and the parking garage, is non-smoking and no, you cannot leave hospital grounds with that IV in your arm - I will call security. I simply say, "I've already answered that question." And leave it at that.

2) Notorious frequent flyer patient known to complain to administration about nursing staff decides to refuse to use a bedpan. Bedside commode unavailable and pt. unable to ambulate. Pt. states, "if I can't go to the bathroom I'll just do it in the bed." My reply: I am right now getting you a bedpan, and if you can do it in the bed then you are certainly capable of going on the bedpan. Now roll on your side while I slide this under your bottom."

3) Pt. seen in ER 9 times in one month c/o intermittent cramping abd pain & nausea which for this pt. manifests itself in loud, dramatic dry heaving. No emesis at any of his 9 visits. Pt. states he has seen PCP for these s/s, denies constipation or diarrhea. Pt. able to ambulate well, abd non-tender to palpation. Pt. medicated, wife at bedside. Pt. discharged, again complains he doesn't feel well. Pt. advised, "we discussed earlier that you've seen your PCP for these s/s so he is aware of your condition - that is where you need to be following up. I suggest calling him today."

4) When emergent patients come into the ER accompanied by hovering family members I explain (as I'm connecting the monitor, etc.) "I'll need you to stand here (and I direct them to an out-of-the-way-spot, with a touch on the arm if necessary) because several things will be happening at once and we need room to move."

5) Verbally abusive patients/family members: if patient in no distress I leave the room and discuss w/the MD whether or not the patient can immediately be discharged/sign out AMA.

6) Young asthmatic smokers, repeat heroin ODs, repeat ETOH-related falls: "what you're doing may well cause your death, or cause you to be significantly debilitated and dependent on other people to take physical care of you."

These are examples of basic limit-setting. The key is confident, non-defensive word choices and body language. The result is that I generally do not spend my work days feeling put-upon or put-down by patients. I'm not a hard-ass. But I wasn't raised to be a doormat either. I treat people with respect but I have no problem expecting that respect to be returned, either.

Specializes in Med Surg, Peds, OB, L/D, Ortho.

i do it all the time....over and over again..............................:lol2:

Specializes in Emergency.

We had a patient who was drinking, and developed Chest Pain. While doing his assessment he kept interrupting me to make sexually harassing comments, he did this to me as well as any other nurse he came in contact with. I finished my assessment, went and informed my charge nurse who promptly dealt with the matter. She stormed into his room, pulled the curtain and proceeded to let him have it. She was very clear in how inappropriate and rude his comments were, how every inappropriate comment he made was being charted word for word, that these comments will no longer be tolerated, and should he continue to want treatment he was going to have to treat the staff with respect.......or something along those lines. I was so impressed--not a peep from the dirty old man the rest of the night. It also felt good to know that someone had my back when I didn't know what to say or do, and also to know that that kind of BS was not to be tolerated.

Specializes in LTC, Med/Surg, Peds, ICU, Tele.

awesome stacey!

Specializes in Emergency.

awesome stacey!

thanks, but it wasn't me who let him have it. thanks goes to my awesome charge nurse that night.

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