Where do we draw the line with abuse towards nurses?

[Jahans Mommy]

Recently at my facility, there was a family member who gained a quick reputation for being extremely verbally abusive towards our staff. He told the CNA she was a 'bedpan fetcher' and that her job was disgusting, and repeatedly told the RN that she was incompetent. It turned out that this family member was a prominent member of the local healthcare community, and was very well known by the 'higher ups.'

Who do you go to in such a case? His behavior was BEYOND unprofessional. Our management was aware of this situation, as was the CEO/President and the CNO of our hospital. No one said anything to this man regarding his behavior. Unfortunately nurses deal with verbal assaults from patients/families all too often, but I think with this man's status, it created a very unique situation.

I'm just curious to know what others' experiences are and policies they have in place related to patient abuse towards staff.

[notjustanurse]

At our facility patient's can say or do anything they want short of physical assault.

[All4NursingRN]

Yes, and what sickens me is that alot of people feel that they are entitled to treating staff anyhow.

But remember just like how a patient can refuse certain staff members, you can refuse that patient, and I would refuse to care for that patient if the family was like that.

Hospitals need to stop encouraging this type of behavior. Even at hotels you can't treat staff anyhow.

Patients, and family members run to report you not even realizing that getting someone in trouble isn't that easy.

The sense of entitlement is disgusting to me and has made me cut my hopes of staying at bedside nursing or even management and limited me to staying at the bedside for a few more years.

Hospitals should be allowed to refuse care to beligerent and abusive patients and/or abusive family members. Whether it's physical OR verbal abuse.

[Double-Helix, BSN, RN]

Unfortunately, family members do not have to act professionally. I have made comments to family members to the effect of, "We are here to take care of your loved one. If you feel there is a problem with the care they are receiving then I would be happy to get my supervisor to speak with you. If you have concerns I want you to report them but I do ask that you do so respectfully." It usually works. I have had to get my supervisor, on occasion, to handle complaints. But I don't tolerate staying in the room with someone who is verbally abusive. I will immediately leave and get my manager if needed, or, if the person is disruptive, I inform them that I will have to contact security if they cannot behave in a more controlled manner.

You definitely should not have to put up with that type of language. I would hope there is someone in management that would have enough authority to speak up on behalf of their staff. But that is not always the case, unfortunately.

We have gotten security involved for verbally abusive patients as well. I don't think we can refuse them care, as long as the staff are not in an unsafe environment (are you really ring to send that patient with a MI home because they are verbally abusive?), but there are options available to you. Often patients/family who behave this was are bullies, and if you confront them on their behavior and let them know it's not tolerated, they will cool it. Sometimes.

[Jahans Mommy]

I know that family members don't have a certain expectation to meet as far as their actions, but I way saying something about his professionalism because of his position in the community (Doctor, and director of a local health service)... so its a colleague, if you want to call him that. I just think there should be a professional courtesy in this situation. Of course, there's no such written thing... just common decency Which this man most certainly didn't have!

[Ruby Vee, BSN]

at our facility patient's can say or do anything they want short of physical assault.

even physical abuse is condoned at ours.

[RN1263]

It's ridiculous! Even in home health care families can and do treat you like poo and your suppose to smile and take it and mind you, you are in "their" homes, very uncomfortable! That's just one of the many reasons why I got a new job! I start this next week and I will have little patient contact!!! Good thing too cuz I was on the verge of telling some of these people they could eat sh*t.....

[anotherone, BSN, RN]

Every customer service job of any sort is like this and why they suck. you have to smile through out the whole event and ask what else you can do for them, since " I have the time!" Ugh.

[Bklyn_RN]

Welcome to my world as a psych nurse. Pts team up with each other against the staff. Management often assume right off the bat that the staff is the one who is wrong. They side with the pt because they want positive survey responses from them at discharge. The only benefit I have gained thus far is a Teflon grade skin. I have been called every name in the book. Had things thrown at me, as well as spat at (just yesterday). Pts feel empowered when they treat staff like crap.

[kcmylorn]

Allowing psych patient's the upper hand- talk about Bedlam. Who's crazier these days, the patient's or the management?

As for Mr Hot Shot family member- seek legal advice or try going to his medical board of ethics. If he's a public figure- report him to the government in your state- "this is how Dr. So and So has been behaving. Is he mentally and ethically competent to hold the position he holds?" Just a thought. Document, document, document. Date and time and exact words

[Jahans Mommy]

Yeah, I wish I could tell the management to take those survey responses and put them where the sun don't shine!

[RN1263]

Boy I just had hospital orientation today, haven't worked in a hospital in a while. And they shoved those surveys down our throats! I wanted to puke it back up!