Verbally abusive patient, worried I could have handled the situation better

Nurses General Nursing

Published

Let me start out by saying this is a little long winded, but it has been weighing on me and I have to get it off my chest, so bear with me!!!

So, my last shift, I had gotten report on a male patient in his 60s, totally A&O, on our floor for anasarca. PMH of chf, alcohol and IV drug abuse, and hep c (from what I remember.). I work on a busy cardiac unit. This man had been sent to us from the icu on a bumex drip with a foley due to retention, along with a fluid restriction. He had to have assistance to get up, but could make it around just fine with his walker once up. The report I had gotten from the night nurse said he was a jerk, and noncompliant with the fluid restriction of 1000 cc among other things.

So first thing (before I had made it into his room), my charge nurse passes his room and he asks for coffee, she says she has to ask his primary nurse because he is on a fluid restriction. This sets him off, he begins to yell and curse so loudly, I can hear him from 2 rooms down through the closed door. So, then I go to the room. He politely asked for coffee. I politely said back, "ok, let me check the chart and see how much fluid you are at so far because you are on a restriction." This sets him off. He shoves his bedside table towards me, knocking off some of the remnants from his breakfast tray towards me. He begins to curse at me, saying things like "you stupid f***ing nurse" being the primary phrase. So, I calmly say "there is no reason to be this way to me, to be cursing at me. I will come back after you calm down." So I leave and close the door, and he is still cursing. About 5 minutes later, the tech told him that she would have to check with me before she could give him coffee, and he went off again, yelling and cursing so loudly that other patients and families were complaining. So, my charge nurse and I agreed we should call security. He arrives, and handles the situation well. The patient kept saying, over and over, "get me the hell out of here." So, in short, he ripped his tele leads off and began to pull on his IVs and foley. The physician came to the room and spoke with him, saying in short that he was welcome to leave if he did not want to comply with treatment, he could not treat staff that way, etc. so he agreed, yes he wanted to leave. The security officer and the physician said they agreed he should leave. So I removed the two IVs and the foley. While I am doing this, the PHYSICIAN brings him a cup of coffee and a cup of water (roughly 500 cc, he was already around 400 cc so far before this). While I was removing his foley, (he was sitting on the edge of the bed), he threw the cup of water over my head against the wall, but I was soaked. At this point I left the room fuming, and let the officer speak with him. He was saying he now wanted to stay since we gave him his coffee. THIS is the part I am questioning myself about-I told him "no sir, I have already removed everything and you have signed the paper to leave. The cab is on its way to pick you up." He did leave, and had to have assistance from the tech and officer to transfer from a wheelchair to the cab.

I had a hard time leaving some of the things he said to/about me at work that day. (I.e. You fata**, you shouldn't be a nurse, f***ing dumb nurse, I could go on). Remember, this man was as oriented as he could be, and was able to hold a calm conversation with others during this time. Probably some undiagnosed psych issues or something. I have never had anyone speak so poorly about me. So, yes I am glad he left within the first 2 hours of my shift, BUT my conscience keeps hanging on three things: one, that he wasn't able to walk on his own and we just sent him on his way. Two, that the foley was there for retention and it was removed almost immediately before he left. And three, that in the end I kind of told him he had to leave (I think he probably would have anyways).

Thank you if you have read this whole thing, I tried to condense as much as I could! Let me know what you think, if something could have been handled differently, etc.

This doesn't ring true to me. Patients can refuse treatments. Are you saying that if I go to insert an NG tube on a patient and they say they don't want that treatment, that I am at risk of negligence/malpractice? Or if I offer a patient their enalapril and they say they don't wish to take their medication, that I am open to negligence/malpractice? I think not. If the patient refuses a treatment, then my duty is to educate, document their refusal, and update their attending provider on the patient's wishes. Not to force them to accept the treatment.

Agree with you in spirit here, and I was thinking about this aspect of things when I've been busy writing about the AMA process. ;)

I just want to point out that it can get sticky very quickly, and possibly when you least expect it. Wisdom and a good understanding of the risks of non-compliance are important in the day-to-day handling of these situation. I mean, it sounds pretty rational to simply document a NGT refusal and let it go, and not be overly worried about liability. As long as your patient doesn't aspirate feculent material overnight, for example...

In cases where those types of serious possibilities seem to be on the table, I think every measure should be undertaken to ensure the patient understands (education provided by both nurse and ordering provider) and the refusal and acknowledgement of such very clearly documented.

Specializes in Pediatric Critical Care.
Agree with you in spirit here, and I was thinking about this aspect of things when I've been busy writing about the AMA process. ;)

I just want to point out that it can get sticky very quickly, and possibly when you least expect it. Wisdom and a good understanding of the risks of non-compliance are important in the day-to-day handling of these situation. I mean, it sounds pretty rational to simply document a NGT refusal and let it go, and not be overly worried about liability. As long as your patient doesn't aspirate feculent material overnight, for example...

In cases where those types of serious possibilities seem to be on the table, I think every measure should be undertaken to ensure the patient understands (education provided by both nurse and ordering provider) and the refusal and acknowledgement of such very clearly documented.

You are absolutely right. It is more than just "document the refusal and move on." Education is critical - and real education, not the "I said it so I could document that I educated".

Sometimes the refusal will also mean that a new care plan needs to be made - probably a good time for a pow-wow with the provider, nursing staff, and patient.

The "customer service pendulum" has swung so far that we're now happily providing patients with liquids, foods, options that are medically contraindicated. And it seems that many of us nurses don't see the problem with just giving the patient whatever he asks for. That's good customer service, you see, and it obviously trumps good patient care for many nurses. Or maybe it's "give him what he demands so he'll shut up and my shift will go more smoothly."

I'm in the "just give him the coffee" group ...and yes, it's to shut them up so my shift goes smoother. I used to try a little harder, but then I realized something. These patients don't stop. They just don't. When you don't give them what they want, they ask for the charge nurse. When the charge nurse won't give in, they want the supervisor. In the end, the original nurse is undermined and the patient ALWAYS gets their way from someone up higher in the chain of command. I've made the mistake of wasting hours of my time dealing with these sorts of issues in the past, but never again.

I spent nearly an entire 12 hour shift going back and forth with a patient who wanted to go outside for "fresh air" (cigarettes). Policy was that if a patient left the unit, they were discharged AMA ...but that was not acceptable to my patient so she just kept whining, begging, causing huge scenes and contacting anyone who might be able to overrule me. Fifteen minutes before my shift ended, she was given permission to go outside for "fresh air" by the director. I wanted to SCREAM. I could have done that 12 hours ago and actually had a good night.

Specializes in PhD in mental health nursing.
Specializes in PhD in mental health nursing.

I say ignore the "you could have handled it better, self riotous people". There will ALWAYS be non compliant pts, hateful pts, or those that just don't give a crap about their own health. If they don't want to change...they won't. And most often, the nurses take the brunt of it. If you had given him the coffee and whatever else he wanted, he would have bullied you the rest of the day; plus, you could have possibly endured the wrath of the physician that ordered the fluid restriction. At the end of the day, remember that you did your best and your other patients didn't suffer because of the erroneous time you spent with someone who didn't want to be helped. Been there, done that...have the emotional scars to prove it. At the end of the day, he would have left anyway.

Specializes in ED.

Bye Felicia! You did nothing wrong. The ED is a bit of a different beast, but if you don't comply, you go bye bye. I don't have an endless amount of time to fool with people that won't do what we ask, and if they are completely with it and verbally abusive? Definitely no time for that. I would bet my britches that giving him coffee would not have helped. He was on a power trip.

Specializes in neuro/trauma ortho/trauma.

Having learned from experience I would not have given him the cup of coffee. Had a patient like this and once he got the coffee he decided it wasn't good enough and threw the whole cup at us. Boiling hot coffee as a projectile NO THANKS.

This doesn't ring true to me. Patients can refuse treatments. Are you saying that if I go to insert an NG tube on a patient and they say they don't want that treatment, that I am at risk of negligence/malpractice? Or if I offer a patient their enalapril and they say they don't wish to take their medication, that I am open to negligence/malpractice? I think not. If the patient refuses a treatment, then my duty is to educate, document their refusal, and update their attending provider on the patient's wishes. Not to force them to accept the treatment.

Pts can refuse tx and we then try to explain, inform, educate. We notify doctors if the missed treatment is significant. But we can't be complicit in helping them to refuse. And we don't run and get some other med to substitute for the enalapril he doesn't want.

OP's situation, though, included a violent, rude, disrespectful, assaultive pt, who demanded that the nurse go get the coffee and enable this guy to harm himself. He was screaming at her and other staff, he threw stuff and got her wet.

I'm in the "just give him the coffee" group ...and yes, it's to shut them up so my shift goes smoother. I used to try a little harder, but then I realized something. These patients don't stop. They just don't. When you don't give them what they want, they ask for the charge nurse. When the charge nurse won't give in, they want the supervisor. In the end, the original nurse is undermined and the patient ALWAYS gets their way from someone up higher in the chain of command. I've made the mistake of wasting hours of my time dealing with these sorts of issues in the past, but never again.

I spent nearly an entire 12 hour shift going back and forth with a patient who wanted to go outside for "fresh air" (cigarettes). Policy was that if a patient left the unit, they were discharged AMA ...but that was not acceptable to my patient so she just kept whining, begging, causing huge scenes and contacting anyone who might be able to overrule me. Fifteen minutes before my shift ended, she was given permission to go outside for "fresh air" by the director. I wanted to SCREAM. I could have done that 12 hours ago and actually had a good night.

Except that she would have wanted to go out every couple of hours, thus tying up staff who I am thinking had to go with her to make sure she didn't run away, fall, or burn herself smoking, or burn down the building, thereby harming a great many people.

Specializes in critical care.

making him take responsibility for his actions and not backing down yourself was the right thing to do. Alcohol/drug user etc??? Many many more decent people to use your time to help. Harsh? dont care.....

Specializes in med/surg.

We all question some things we do, because often we have to make decisions in the moment taking all things into consideration. I probably would have started by giving the guy half a cup of coffee and said we have to save some fluid to take with your medications. It might have appeased him for awhile but I think based on his history, this guy would have been out the door anyway. Don't forget he signed out AMA. I know that still you worry because you know it was unhealthy and probably unsafe for him to leave that way, but that was his decision , and as you say he was AOx3. Being that no family member or friend came to pick him up it could be he has alienated them with his non-compliance. You did the right thing, but keep in mind next time that these patients might call you names, but what they are really fighting and mad about is their lack of control because of the disease process. Don't take it personally.

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