How to handle angry families/patients?

[rnrn10]

I am having a hard time getting over situations when family and/or patients get upset. I start to feel like a bad nurse and taking a different career path. I know I shouldn't get discouraged so easily but I can't stand when people are upset with me.

There was one instance when I transferred my patient back to her bed after she returned from CT. I gave the oxygen tubing to the tech and told them to turn it on to 3L. I SWEAR she plugged it in and turned it on. I left the room to check some orders after we got her situated and cleaned up. Later that night one of the daughters called me furious saying how her mother's oxygen saturation was in the 70-80% because no one hooked up her oxygen and it was "negligence" and she complained about one bad thing after another. I was completely baffled because the daughter that was there didn't say anything, and the tech didn't tell me anything.

And apparently the daughters told my shift manager who emailed me and the unit director about the situation. I'm afraid they'll start to think I'm no good and write me up.

All I feel I can do with angry people is just to listen and apologize for any mishaps. It seems to get harder and harder for me to deal with attitudes.

Any advice?

[VICEDRN, BSN, RN]

Take a vacation.

Angry bitter people are angry and bitter everywhere you go even if they aren't your patient's family. You can't solve their crazy and furthermore, you should TRY not to let it weigh you down. I know it effects all of us eventually so seriously, take some time off.

[anotherone, BSN, RN]

i try to remember that all most all of the time those patients/families are like that to other staff members and all of the staff dreads having to be their nurse.