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Facilities hire personnel, give them on the job training, but fail to educate them on matters such as patient abuse, job stress, and how to cope with difficult patients. Sometimes just having a meeting to discuss their frustrations and even using a little humor to put things in perspective helps. For instance, our orientation instructor gave us examples of the things that patients will say and do that may anger some employees. She was very animated in describing her own personal experiences and what went on in her mind in response to them. Some of the orientees also shared their stories too, and needless to say, most of this was very funny.
She followed this up by invoking our empathy and understanding for these patients by describing some of their struggles and life stories and stressed the fact that nobody would choose to be in their situations. At the end she discussed the legal ramifications of patient abuse and neglect.
By knowing and understanding these concepts, the employee internalizes the fact that they would have to be a complete moron to abuse or neglect a patient. Likewise, an employer would have to be a complete moron to not make sure their employees get this.