And this is another issue that comes along with this problem. Patients and/or visitors complain to a Charge Nurse, management or patient relations and blame gets placed squarely on the nurse. No matter what the situation. Even if the complaint is followed with, "I just had a bad day and now that I've vented, I feel great about everything", the response is "Sir, Ma'am, we take every complaint seriously and will follow this up with your nurse." And following up involves discipline, even if the nurse did nothing wrong. Even if the nurse is following protocol (which if not followed leads to termination).
Nobody at all is on the side of nursing. I would love it if validation of the complaint was followed with, "We have the best darn nurses here. You are lucky to have had Nurse X during your shift."
And it would be nice if a patient/visitor was the cause of the problem, that an apology be offered to nurse--by them.
And just for the record, I tend to view difficult patients as a challenge (instead of horrible people) and do understand this is a bad time for them. However, poor behavior needs to not be tolerated. Ever.