I've been spending a lot of time working in ER lately and we have a family of patients that is just driving the ER staff a little over the edge. There is a mother, 12 year old girl, 16 year old girl, a 23 year old daughter, and the 23 year old's husband. They have always been people that we see alot, but in the past month, I have seen one or more of them (at least daily...sometimes they will come in two or three times in one day) in the ER for things that are not really considered emergent...broken fingernails, pregnancy tests, throwing up once, etc...but that isn't the problem...just laying some groundwork here.
Anyway, these people have the most horrible hygiene I have ever seen...they literally stink so bad that after they leave, we have to have housekeeping come in and clean the room, and even after that, the room usually smells so bad that we consider it closed for the rest of the night. They also never really "act sick." Usually all five of them come in no matter who is sick and they laugh and giggle and tell loud and crude jokes that everyone in the ER can hear. Also a bit more ground work here...
I know there are also some mental issues here...they all have a lot of trouble reading, the mother and 23 year old cannot read cursive writing, so we have to print all of their discharge instrutions. We have to be very specific, yet simple with their instructions or they will call back a dozen times trying to understand them...we have to say things like "Swallow one pill at breakfast. Swallow another pill at supper. Do this until you swallow every pill in the bottle" rather than our usual, "Take one tablet twice daily until gone." We also have to go over things very step-by-step, or again, they are calling with questions...can't just tell them to change their bandaid, clean the site, and apply neosporin twice daily, have to tell them to take the old bandage off, wash with soap and water, dry well, apply frech neosporin, and put on a new, clean bandage.
They leave a mess in the exam rooms...food everywhere, kleenex on the floor, food on the wall, entire boxes of gloves pulled out and thrown all over the floor, supplies in cupboards and drawers gone through...
I am trying not to sound judgemental here, but it isn't working. 
So...the problem is...I go to church with the 23 year old and her husband. A couple of weeks ago, she asked me why I am so standoffish to them when they come in to the ER. I told her that I honestly try to stay very neutral with patients in the ER and that while I will give the best nursing care that I can, I am not there to be my patient's friend...I will take care of their needs, but I am not their buddy. Not very nice of me, I know, but a lot of times I just don't have the time to be all happy and friendly with them...I also hate the idea of reiforcing to them that coming to the ER is a fun and good idea...sure I will help them with whatever they need, but I am not going to make it a good time for them....not going to make it a bad time, but I sure don't want it to be fun. Honestly, I am also not really sure if I want people I work with to know that I know these people socially...
Also...because of the hygiene issues, one of our doctors often talks about turning the mother in to social services for neglect. He doesn't believe the younger girls need to be removed from the home or anything, but he does think that there needs to be some sort of intervention, parenting classes, hygiene assessment, etc. I would never let anyone in the family know this is about to go down because they would probably clean up their act until they are investigated and then go back to status quo...also it is just not my place and would be inappropriate for me to do so. He also has concerns that even with very detailed instructions that often the discharge instructions are just not being carried out...they will often come in with a seven or eight days worth of antibiotics from two months ago wondering why they didn't work...the husband once left stitches in for 21 days because he didn't understand that he had to have them removed.
But...would it be wrong for me to invite the 23 year old over for lunch someday and talk to her about some of my concerns? She and her husband have the same hygiene issues and I honestly think that neither of them were ever really taught that you have to bathe, shampoo your hair, wear antipersperant, brush your teeth, etc. I think they must bathe on Sunday morning, because I really don't notice the hygiene thing at church. Would it be inappropriate to talk to her about their behavior in the ER as well? I don't want to step over any lines, but I really think that if she was told how inappropriate their behavior was, they would cool down, at least for a while.
Also, I happen to know that the 16 year old has a 23 year old boyfriend and I am about 99% sure that the mother doesn't know. I know because I have caught them making out in the hospital lobby after hours and because a friend of mine works with the boyfriend and he was asking me what I know about the girl...she looks way older than 16...and my friend acted pretty shocked when I told him that is how old she is.
So...I'm not sure if I am just venting here or being a judgemental witch or what...if I ever smelled that badly and behaved that badly, I would want someone to tell me. If I do say anything to the young lady from church, I doubt it will go over very well, but...just don't know what to do.
Also...any ideas on how the ER staff can better deal with this? I really feel like we have contributed to the making of this mess and a lot of us are really frustrated right now.
Also, please forgive me for rambling on and on...
