What do I say to rude patients?

[floatRN]

I was curious what some of you would have said in this situation. I had a patient that had very unrealistic demands, was not not happy no matter what I did. I spent all morning calling the doctor and the supervisor etc. trying to please him and get all his complaints addressed. He was rude and insulting to me every time I entered the room, but I continued to be calm and polite to him. He called me stupid to my face and told me I had been f&*&ing up all day. I didn't say anything to him but I kind of wish I did. But then he probably would have just asked to see my supervisor again. I did not make any errors and he did get good care despite how hostile he was to everyone. I was taking the patient downstairs for a test in a wheelchair and his wife was with us. When we got in the elevator, he and his wife started to talk about me as if I wasn't there, talking about how I lied to him and messed everything up and he got terrible care. None of what they were saying was even true. It was the longest elevator ride ever and I felt so uncomfortable being talked about like that. I didn't say anything then either because I just didn't know what to say. I have met alot of rude people in this job but this situation just astounded me. Couldn't they wait until they were alone to talk about me? I would never think of talking about someone right in front of them as if they weren't there. My hands are shaking writing this because the whole thing still has me so upset.

[Bruce_Wayne, ASN, RN]

-Anticipate their needs. Ask them if they need PRN medications or to be toileted. Keep them updated about your activity so they're not left wondering. This can reassure them that you ARE on top of things and they don't need to be so controlling.

This is really good advice that I can vouch for, despite my joke comment before.

[Vespertinas]

Try to get an order for anxiety meds, that will make them care less about trivial things or maybe put them to sleep. Yay.

I'm kidding, maybe.

I'm with you. You'd be surpirsed how many times I've gotten a patient who is riding me all morning and by the afternoon I ask, "Do you take anything at home for anxiety?" and 9/10 the answer will be yes...but it's not ordered on the MAR!