What to say????

I would not address the caregiver alone. I think I would hold an inservice for all the CNAs to address the issue of verbal abuse. I would document what was taught, who attended and how it was presented. I would also ask for feedback forms to be filled out.

This will give you a paper trail that shows you addressed it, how you addressed it and how it was received.

I would make a general statement to the CNAs that the training was brought about by concerns of a family member and leave it at that.

You can say that the family requested that no identifying details be given because they are afraid of retaliation. Then you can tell the CNA that, from what you heard, it sounded as if she was brusque and feeling frustrated with the patient and that this was observed by a family member, who can only assume that you were on your best behavior while they were present. Remind her that we all have to be totally on our best behavior when family is watching because they often assume the worst!

I would talk to the CNA privately. I would not give identities of given patient as requested by family. I would use the time as a teaching tool, giving some scenarios and how they best could be handled rather than a person feeling frustrated. I would then ask this same CNA to share these techniques with her fellow co-workers which would help to reinforce you value her as an employee.

Are you the DON or the administer? If not, then, by law, you MUST report this incident to one of them.

i am the manager of the unit

This CNA is a very good caregiver, but can be a little rough around the edges. I plan on talking to her on Monday, but what do you think I should say? I want to point out that I respect that what she does is hard work and we can often get frustrated. That being said, a resident's family contacted me and said theyu observed her talking harshly to a resident.

I think that is an excellent start. I would follow-up with specific examples of when you observed her being "rough around the edges" and offer alternative ways she could have responded. I would reinforce that you believe she is an excellent CNA but you do not want to risk someone interpreting her actions/words as abuse so it is important that she modify her communication style.