This is what nurses that have never worked in another profession don't realize.
In EVERY profession where customer service is promoted, it doesn't matter how nasty, saracastic, etc., a "customer" is, you are expected to keep your cool and remain polite and courteous.
However, for some reasons, nurses don't think that they owe it to the patients that are rude, to try to turn the situation around, then wonder why they get into trouble with management. It doesn't matter, if you don't need a job...but this isn't going away folks, regardless of what realm of healthcare you choose to work in.
However, I do blame the facilities for providing zero training of teaching nurses how to handle difficult patients. At the same time, nurses seem to forget that people that enter the hospital don't feel well....that is why they are there. They are not having their best moment. Fear, frustration about your own health condition brings out all sorts of behavior...yet nurses think that patients "owe" them something.
No patient owes me anything, nor do I expect it.
However, learning how to deal with difficult people is A SKILL...it is a people skill that has to be learned and fine tuned. I have had family members yell at me, curse at me, etc. However, I have always been able to turn it around.
