Verbally abusive patient, worried I could have handled the situation better

Nurses General Nursing

Published

Let me start out by saying this is a little long winded, but it has been weighing on me and I have to get it off my chest, so bear with me!!!

So, my last shift, I had gotten report on a male patient in his 60s, totally A&O, on our floor for anasarca. PMH of chf, alcohol and IV drug abuse, and hep c (from what I remember.). I work on a busy cardiac unit. This man had been sent to us from the icu on a bumex drip with a foley due to retention, along with a fluid restriction. He had to have assistance to get up, but could make it around just fine with his walker once up. The report I had gotten from the night nurse said he was a jerk, and noncompliant with the fluid restriction of 1000 cc among other things.

So first thing (before I had made it into his room), my charge nurse passes his room and he asks for coffee, she says she has to ask his primary nurse because he is on a fluid restriction. This sets him off, he begins to yell and curse so loudly, I can hear him from 2 rooms down through the closed door. So, then I go to the room. He politely asked for coffee. I politely said back, "ok, let me check the chart and see how much fluid you are at so far because you are on a restriction." This sets him off. He shoves his bedside table towards me, knocking off some of the remnants from his breakfast tray towards me. He begins to curse at me, saying things like "you stupid f***ing nurse" being the primary phrase. So, I calmly say "there is no reason to be this way to me, to be cursing at me. I will come back after you calm down." So I leave and close the door, and he is still cursing. About 5 minutes later, the tech told him that she would have to check with me before she could give him coffee, and he went off again, yelling and cursing so loudly that other patients and families were complaining. So, my charge nurse and I agreed we should call security. He arrives, and handles the situation well. The patient kept saying, over and over, "get me the hell out of here." So, in short, he ripped his tele leads off and began to pull on his IVs and foley. The physician came to the room and spoke with him, saying in short that he was welcome to leave if he did not want to comply with treatment, he could not treat staff that way, etc. so he agreed, yes he wanted to leave. The security officer and the physician said they agreed he should leave. So I removed the two IVs and the foley. While I am doing this, the PHYSICIAN brings him a cup of coffee and a cup of water (roughly 500 cc, he was already around 400 cc so far before this). While I was removing his foley, (he was sitting on the edge of the bed), he threw the cup of water over my head against the wall, but I was soaked. At this point I left the room fuming, and let the officer speak with him. He was saying he now wanted to stay since we gave him his coffee. THIS is the part I am questioning myself about-I told him "no sir, I have already removed everything and you have signed the paper to leave. The cab is on its way to pick you up." He did leave, and had to have assistance from the tech and officer to transfer from a wheelchair to the cab.

I had a hard time leaving some of the things he said to/about me at work that day. (I.e. You fata**, you shouldn't be a nurse, f***ing dumb nurse, I could go on). Remember, this man was as oriented as he could be, and was able to hold a calm conversation with others during this time. Probably some undiagnosed psych issues or something. I have never had anyone speak so poorly about me. So, yes I am glad he left within the first 2 hours of my shift, BUT my conscience keeps hanging on three things: one, that he wasn't able to walk on his own and we just sent him on his way. Two, that the foley was there for retention and it was removed almost immediately before he left. And three, that in the end I kind of told him he had to leave (I think he probably would have anyways).

Thank you if you have read this whole thing, I tried to condense as much as I could! Let me know what you think, if something could have been handled differently, etc.

Specializes in Pediatric Critical Care.
making him take responsibility for his actions and not backing down yourself was the right thing to do. Alcohol/drug user etc??? Many many more decent people to use your time to help. Harsh? dont care.....

Harsh is a kind word for this sentiment. Too kind.

Specializes in Family Practice.

I personally think you did nothing wrong. I've noticed this trend, especially on this board, that nurses have basically turned into enablers. Not giving this guy coffee is not violating his autonomy, are you kidding me? It's not like forcing a pill down his throat or forcing a test on him. By just giving him the coffee, you are allowing this bad behavior to continue and encouraging him to not only turn abusive to get what he wants, but also that he has to put forth no effort in his own healthcare. Not only that but so many nurses take this abuse and feel like it's our cross to bear. No, we did not sign up to be assaulted and harassed, I'm sorry.

What has the human race become? It used to be survival of the fittest. Now we are coddling these massive drains of resources that are contributing zero to society. If he doesn't want to do what the doctor asked, to help himself, then get out. I also think it was wrong for the physician to get the patient coffee. He was undermining you and it obviously was the catalyst for the latter part of the scenario.

After the second ranting and cussing episode of not getting coffee, I would have called his doctor and ask him to okay the coffee or to come and speak to the man himself if I have to keep that close of a watch on his fluid restriction. As I have no problem telling someone I refuse to stand there and be cussed or threatened. Understanding the man may be frustrated as well as mad is one thing, but to have him throw and push things your way should not be tolerated. As he was AxO and knew what he was doing. You did the right thing by letting him leave. My dad was one of those people who felt he could cuss medical people. I am a nurse myself so I would set him straight and let him know doctor's and nurses want to help people, but do not have to stand and be abused. Really, this is one of those situations where you would have to have been there to know how you would have reacted.

I have read through each one of your comments. I am very thankful for those of you who are supportive in how I handled the situation, and very thankful of the constructive criticism I have received. However, there is one point I don't think I did enough justice to in my original post: that this man had been educated numerous times. It was documented throughout the chart. The physician had even said that she had spoken to him at length the day before while he was still in icu. So yes, he had the right to refuse following the order of the fluid restriction. But when does that make it appropriate to behave like he did? (He was also sitting 100% naked in his room during all of this, his gown went on the floor with the other stuff he threw).

Within the two hours this was going on, the physician, security guard, charge nurse, the tech, and myself witnessed his behavior, along with him saying numerous times "get me the hell out of here." The physician and I agreed that yes, it could have been related to withdrawals, but at that point I don't know if he would have let me give him any Ativan through his IV, as he had already began to pull off the tape to get them out himself.

Also, I think the patients and family were thankful he left as well. They had heard him numerous times overnight yelling and cursing through the walls. The patient next door was an elderly woman who had just been put on inpatient hospice the day before, with a good bit of family in the room with her.

One other thing: where I work, the physicians normally do not put in an actual "discharge order" for pts leaving ama. The pt signs the Ama paper (or refuses to), then leaves, and we document.

Looking back on this, I think this guy was at the end of his "sober period" of being in the hospital, and probably needed a fix of whatever drug of his choice.

Let me make this clear as well:

I think giving him the coffee, fluid restriction or not, would have solved the immediate problem, but not the problem that would have inevitably arisen 20 min later.

Your title says "verbally abusive," but this sounds like there was some physical violence there, or at least a very good suggestion of it. Also, sad as it is to say, I have no doubt he would have found something else to fume about even if the coffee situation had been addressed, and it seems likely that a situation like this has happened before with this person, and likely will again. Only things I would say to do are the things you did--got the physician and security involved.

You say your patient has a history of etoh and drug use. Addicts typically have maladaptive ways of dealing with reality as evidenced by their substance abuse. He's probably functioning at the developmental level at which he began using. Tough population to work with.

As I often tell my friends: My patients are very sick, and sometimes they are a******s.

While it is good and useful to look back and consider what else you may have said or done, DO NOT BEAT YOURSELF UP ABOUT IT.

You did great and, believe me, you will have ample opportunities in the future to work with noncompliant, verbally abusive patients.

Specializes in Pediatric Critical Care.
I have read through each one of your comments. I am very thankful for those of you who are supportive in how I handled the situation, and very thankful of the constructive criticism I have received. However, there is one point I don't think I did enough justice to in my original post: that this man had been educated numerous times. It was documented throughout the chart. The physician had even said that she had spoken to him at length the day before while he was still in icu. So yes, he had the right to refuse following the order of the fluid restriction. But when does that make it appropriate to behave like he did? (He was also sitting 100% naked in his room during all of this, his gown went on the floor with the other stuff he threw).

Within the two hours this was going on, the physician, security guard, charge nurse, the tech, and myself witnessed his behavior, along with him saying numerous times "get me the hell out of here." The physician and I agreed that yes, it could have been related to withdrawals, but at that point I don't know if he would have let me give him any Ativan through his IV, as he had already began to pull off the tape to get them out himself.

Also, I think the patients and family were thankful he left as well. They had heard him numerous times overnight yelling and cursing through the walls. The patient next door was an elderly woman who had just been put on inpatient hospice the day before, with a good bit of family in the room with her.

One other thing: where I work, the physicians normally do not put in an actual "discharge order" for pts leaving ama. The pt signs the Ama paper (or refuses to), then leaves, and we document.

Looking back on this, I think this guy was at the end of his "sober period" of being in the hospital, and probably needed a fix of whatever drug of his choice.

Let me make this clear as well:

I think giving him the coffee, fluid restriction or not, would have solved the immediate problem, but not the problem that would have inevitably arisen 20 min later.

I totally agree with your last sentence. I already thought that you probably did just about the best that you could have done in a situation like this, but with the additional info that you gave here, I am sure of it. In fact, he is probably lucky that security wasn't called sooner. He deserves good care as much as the next guy does...but some people won't accept help, and there is nothing we can do to make them. It sounds like you did your job and did it well.

We all question some things we do, because often we have to make decisions in the moment taking all things into consideration. I probably would have started by giving the guy half a cup of coffee and said we have to save some fluid to take with your medications. It might have appeased him for awhile but I think based on his history, this guy would have been out the door anyway. Don't forget he signed out AMA. I know that still you worry because you know it was unhealthy and probably unsafe for him to leave that way, but that was his decision , and as you say he was AOx3. Being that no family member or friend came to pick him up it could be he has alienated them with his non-compliance. You did the right thing, but keep in mind next time that these patients might call you names, but what they are really fighting and mad about is their lack of control because of the disease process. Don't take it personally.

When someone is assaulting the OP, verbally and bodily, that is personal. OP really should make a police report about this mess.

Tell the doctor pt needs a social worker and a psych consult. OP is the nurse, not his therapist or his mommy.

There's this really great article called "care goes in, crap goes out". Worth a read. Basically the patient is the centre. Nurses, doctors, family, friends are all in outer circles and the patient is allowed to dumb their crap out to their support.

I get it. It gets hard sometimes. Especially when their non compliant and disrespectful. But nobody WANTS to be in hospital. Maybe he's like it all the time. Or maybe you're meeting him on the worst days of his life and he's filled with nothing but fear. You're gonna get crap dumped on you, so it's important you have your own support that you can share that with. Maybe a little more teamwork and education. Some people might disagree with me, say there's no excuse for certain behaviours but I just don't believe patients you meet in hospital are a true representation of themselves usually. And for every awful one, you'll get one who is sorry they're "wasting" bed space. You just gotta hope the balance is there.

Specializes in Critical Care.

The minute he threw something at you it was assault, the police should have been called and charges brought. They have infirmaries in prison also.

Specializes in ER, PEDS, CASE MANAGEMENT.

I probably wouldn't acted the same way you did. You don't reward people for bad behavior. When he said he was ready to leave, I would've taken out the IV's and foley and said "peace out"... He'll be back in the ER within 24 hours I'm sure.

+ Add a Comment