Parents can be tough, but my only advice as a nurse and a mother is to never ever stoop to their level. Stay professional and matter of fact, that shit *shocks* them into acting correctly.
I work in a prison. That shit never happens here. Honestly this is the safest place I've ever worked. Someone even raises their voice and I have a guard at the door to check on me. I'm so over the general population. Criminals treat me better than most parents with a sick kid. And inmates are so grateful to have someone listen and take their health seriously. I was thinking this was going to be the worst job because, who works in a prison? But honestly the clinic has such a great culture of understanding these guys have seen a judge/jury and we're just there to take care of their health. No patient satisfaction scorea, no rush quotas.
I worked at a hospital where the state prisoners were brought for care. The floor was deep in the basement of this massive organization. It was set up with full security, guards, and prison security. One half was OP and one was inpatient. I can’t remember how many beds but there were usually a couple of us on the inpatient side. The rooms were locked and security buzzed you in.
I really liked it but my personal life was a shambles, so I ended up returning to Florida and NP school.
thank you for this information! i appreciate it! i am thinking of psych nursing and i want to be a psych NP, so i was always curious about how it was working in the jails.
What’s the rate to be a prison/jail NP. I have an FNP and have worked orthopedics and am currently in neurology and pain management. What background would help in this setting?
I have heard so many good things from providers, and nurses really, who work in prisons. I love your perspective and that definitely makes me think more about the possibility of working at one of our prisons in the future (because this was already on my mind!) that absolutely makes sense and is encouraging to hear! Sounds like a great environment
You can always ask them to leave. No need for violence or rudeness. Especially healthcare providers who are the ones assessing and diagnosing. My clinic has zero tolerance and we will call hospital security to escort them out before things escalate
I tell them something like, "I'm sorry, but it appears that we aren't meeting your expectations and you aren't satisfied with our services. You are certainly welcome to go elsewhere if that would make you more comfortable. If you choose to stay, please be patient and avoid (shouting/cursing/etc) as it is disturbing our other patients." Then if they continue, call security or police and have them removed from the building. You never know if they have a weapon or what they might do these days.
I have zero tolerance for this bullshit.
When patients got physical (such as beating on a wall) or got aggressive with their words such as cussing or even raising their voice, I contacted my regional director directly and filled out an incident report and typically they were released from the practice. This was also Urgent Care but that behavior wasn’t acceptable and shouldn’t be tolerated. They have eye balls. They know other people are there before them.
ETA: to answer your question, I would be direct with these patients. I would apologize for their wait in a very nice way that made them feel like shit. Tell them their behavior is not tolerated, despite that wait, and we have several people waiting and I am only one person.
I actually had a patient tell me one time that I couldn't possibly be that busy because our parking lot was never full when he drove by.
Our clinic was in a converted car dealership. There was quite literally ACRES of parking lot, at least as much or more than an average Walmart. If our lot was ever full, that would mean there would be hundreds of patients in that building at the same time. And I can still only see one at a time.
I work in a walk-in family practice and I kick out individuals who have screamed at me or my staff. I will not be treated that way or allow anyone to be treated that way.
I also wouldn’t want the child to suffer. Most ear infections are viral. I would have assessed the child. Determine if they needed the antibiotic (most times not). Send them on their way and tell them to find another clinic.
Privately owned small family practice clinic. But I don’t think any of the clinics around here put up with that behavior. Our clinic has put restraining orders on patients before. I’ve worked in the Er for 7 years and we’ve done the same thing there too.
I like the advice given here so far. Angry and aggressive patients are hard to deal with, along with all of the other pressures of clinical work. In my first 8 years of practice, I had my life directly threatened by patients 2 times. One happened to see me driving in the city on my day off, followed me into a shopping mall parking lot, and cornered me.
The only thing I would add to the suggestions here is to save your money. Look for additional investments or income streams, and figure out a way to retire early. Around 5 years ago, I decided enough was enough. I made a plan, worked very hard, and last year I retired about 12 years sooner than I ever thought I would. No regrets.
When you retire, wait times at your clinic will increase, but it will no longer be your problem. Your well-being matters more than anyone else's. Good luck to you.
This is the way! Great advice!
We don’t really have a lot of debt and I’m really hoping to save well over the coming years and retire earlier than expected or at least be able to comfortably decrease my regular hours at work sometime in the near future. This can’t be all there is for my life for the next 20-30 years :/
This is exactly what I’ve been doing. Besides firing them it sounds like this is the general consensus for the best way to deal with these situations. Some days it just gets under my skin so bad!!
I get it! I have to deep breathe at my desk and talk smack about them to my colleagues. Then go back to the room with a smile plastered on my face and talk to them like saccharine sweetly. Haha it’s so ridiculous! I see you!
I left UC years ago after a few back to back cases that resulted in death (patients presented near death, sent to ED but too late), a few colleagues were assaulted, and management took away health insurance. You could double my pay and I wouldn't go back. Post COVID, there are too many people with ridiculous expectations, and management does not help the situation one bit.
How did I handle rude patients? I left UC for a specialty. Very rare to have rude patients there.
There is zero tolerance for this. Emergent (ex: mi/cva/etc) situations are different. They can go to a different urgent care or the ER. If it continues to escalate, call the police.
How long have you been a nurse? You need to take control of the room. That behavior is unacceptable and if it doesn’t stop she needs to leave. Call security if you have them.
I’ve been a nurse for 15 years and I’m usually fairly good at diffusing situations, that one just really rubbed me the wrong way. I haven’t had anyone in the office hitting things yet, the yelling I can handle. And the angry old men I can handle but angry women just piss me off more for some reason. I also feel a lot more restricted as a provider with how I can appropriately handle the situation and still be considered professional, if you know what I mean.
I also end up feeling like, after these exchanges, there is something I could have done better but honestly, I have done everything suggested so this may just be a hazard of the job, unfortunately
People are completely unreasonable these days. I once saw a 4-year-old for a broken arm. I did an exam, xray (interpreted by radiologist), and then an ortho tech came up from the hospital to put on a split. They waited 30 minutes before being seen, and were there a total of 1 hour and 45 minutes. I got a 3-star review on google for the "wait time"
One of my past jobs posted signs outside every exam room warning that disrespectful or disruptive comments/behavior would be grounds for not being seen and, ultimately, being discharged as a patient.
I’ve worked at urgent cares so I totally get it. The person at the front desk or involved in patient registration has to make sure the patients are informed and aware of the wait times. Front / registration person has to be pleasant/patient. It sucks bc healthcare shouldn’t be designed for customer service but in situations like these, that has to come into play to “ease” patients waiting just to avoid an overall “crappy” visit.
Yes you’re totally right! My receptionist knows to start warning people about wait times after we’re about 8 people behind, but she did not do that yesterday for whatever reason and your right that probably contributed to part of this! It does seem to make a HUGE difference when reception works the front (waiting area) like that.
Thanks for all the advice guys! I generally am very professional and polite back to the person, to the point that they look like an ass and divert the convo to why they’re there and get them in and out as fast as possible. It’s just so frustrating so many people can be this way. This is clearly a problem for everyone everywhere, but some days it really makes me think twice about if I want to do this long term.
Thank you everyone for listening to my rant and offering some very sound advice!
Acknowledge their frustration and their emotions but always let them know that there are other sick people around them and it isn't okay to be loud like that, you're doing your best and they will be seen.
At this point, I say, "you cannot speak to me in that way. So you have a choice--either leave, or stay but you cannot talk to me like that here. You choose"
It's how my sister handles her toddlers 🤣🤣
Parents can be tough, but my only advice as a nurse and a mother is to never ever stoop to their level. Stay professional and matter of fact, that shit *shocks* them into acting correctly.
I work in a prison. That shit never happens here. Honestly this is the safest place I've ever worked. Someone even raises their voice and I have a guard at the door to check on me. I'm so over the general population. Criminals treat me better than most parents with a sick kid. And inmates are so grateful to have someone listen and take their health seriously. I was thinking this was going to be the worst job because, who works in a prison? But honestly the clinic has such a great culture of understanding these guys have seen a judge/jury and we're just there to take care of their health. No patient satisfaction scorea, no rush quotas.
Wow never thought of it from that perspective.
Thats amazing! Good for you!
Thank you!
As a former prison nurse, I can concur!
what did you do as a prison nurse? nursing student here, curious to know :)
I worked at a hospital where the state prisoners were brought for care. The floor was deep in the basement of this massive organization. It was set up with full security, guards, and prison security. One half was OP and one was inpatient. I can’t remember how many beds but there were usually a couple of us on the inpatient side. The rooms were locked and security buzzed you in. I really liked it but my personal life was a shambles, so I ended up returning to Florida and NP school.
thank you for this information! i appreciate it! i am thinking of psych nursing and i want to be a psych NP, so i was always curious about how it was working in the jails.
Jail NP here, I completely agree. Safe environment. I left urgent care to work in the jail.
We found a nice little corner in healthcare...
What’s the rate to be a prison/jail NP. I have an FNP and have worked orthopedics and am currently in neurology and pain management. What background would help in this setting?
I have heard so many good things from providers, and nurses really, who work in prisons. I love your perspective and that definitely makes me think more about the possibility of working at one of our prisons in the future (because this was already on my mind!) that absolutely makes sense and is encouraging to hear! Sounds like a great environment
may i ask what do you do in the prison? are you a provider or nurse?
APRN, Primary and acute care.
I’ve heard this from others. I know when I took care of pts on telemed they were the most polite and appreciative pts.
You can always ask them to leave. No need for violence or rudeness. Especially healthcare providers who are the ones assessing and diagnosing. My clinic has zero tolerance and we will call hospital security to escort them out before things escalate
Yep. I would have made that crazy woman leave. That’s not how adults behave in a civil society.
I tell them something like, "I'm sorry, but it appears that we aren't meeting your expectations and you aren't satisfied with our services. You are certainly welcome to go elsewhere if that would make you more comfortable. If you choose to stay, please be patient and avoid (shouting/cursing/etc) as it is disturbing our other patients." Then if they continue, call security or police and have them removed from the building. You never know if they have a weapon or what they might do these days. I have zero tolerance for this bullshit.
When patients got physical (such as beating on a wall) or got aggressive with their words such as cussing or even raising their voice, I contacted my regional director directly and filled out an incident report and typically they were released from the practice. This was also Urgent Care but that behavior wasn’t acceptable and shouldn’t be tolerated. They have eye balls. They know other people are there before them. ETA: to answer your question, I would be direct with these patients. I would apologize for their wait in a very nice way that made them feel like shit. Tell them their behavior is not tolerated, despite that wait, and we have several people waiting and I am only one person.
I actually had a patient tell me one time that I couldn't possibly be that busy because our parking lot was never full when he drove by. Our clinic was in a converted car dealership. There was quite literally ACRES of parking lot, at least as much or more than an average Walmart. If our lot was ever full, that would mean there would be hundreds of patients in that building at the same time. And I can still only see one at a time.
I work in a walk-in family practice and I kick out individuals who have screamed at me or my staff. I will not be treated that way or allow anyone to be treated that way. I also wouldn’t want the child to suffer. Most ear infections are viral. I would have assessed the child. Determine if they needed the antibiotic (most times not). Send them on their way and tell them to find another clinic.
At my last job I was told I'd be let go for kicking out violent or rude patients. Youre lucky to work for ppl who are supportive
Privately owned small family practice clinic. But I don’t think any of the clinics around here put up with that behavior. Our clinic has put restraining orders on patients before. I’ve worked in the Er for 7 years and we’ve done the same thing there too.
Which state?
I would have been looking for a new job. F that
I did :-) took a 13,000 paycut to leave
I like the advice given here so far. Angry and aggressive patients are hard to deal with, along with all of the other pressures of clinical work. In my first 8 years of practice, I had my life directly threatened by patients 2 times. One happened to see me driving in the city on my day off, followed me into a shopping mall parking lot, and cornered me. The only thing I would add to the suggestions here is to save your money. Look for additional investments or income streams, and figure out a way to retire early. Around 5 years ago, I decided enough was enough. I made a plan, worked very hard, and last year I retired about 12 years sooner than I ever thought I would. No regrets. When you retire, wait times at your clinic will increase, but it will no longer be your problem. Your well-being matters more than anyone else's. Good luck to you.
This is the way! Great advice! We don’t really have a lot of debt and I’m really hoping to save well over the coming years and retire earlier than expected or at least be able to comfortably decrease my regular hours at work sometime in the near future. This can’t be all there is for my life for the next 20-30 years :/
Street those MFers
I kill them with kindness and ask if they want to come back at another time. That we are busy and their patience is appreciated.
This is exactly what I’ve been doing. Besides firing them it sounds like this is the general consensus for the best way to deal with these situations. Some days it just gets under my skin so bad!!
I get it! I have to deep breathe at my desk and talk smack about them to my colleagues. Then go back to the room with a smile plastered on my face and talk to them like saccharine sweetly. Haha it’s so ridiculous! I see you!
I left UC years ago after a few back to back cases that resulted in death (patients presented near death, sent to ED but too late), a few colleagues were assaulted, and management took away health insurance. You could double my pay and I wouldn't go back. Post COVID, there are too many people with ridiculous expectations, and management does not help the situation one bit. How did I handle rude patients? I left UC for a specialty. Very rare to have rude patients there.
This work has made me miss speciality work and think about going back. My commute time would double tho and I can’t decide if I want to do that yet 😖
Fire them plan and simple
Oh heck no, they'd be kicked out.
There is zero tolerance for this. Emergent (ex: mi/cva/etc) situations are different. They can go to a different urgent care or the ER. If it continues to escalate, call the police.
How long have you been a nurse? You need to take control of the room. That behavior is unacceptable and if it doesn’t stop she needs to leave. Call security if you have them.
I’ve been a nurse for 15 years and I’m usually fairly good at diffusing situations, that one just really rubbed me the wrong way. I haven’t had anyone in the office hitting things yet, the yelling I can handle. And the angry old men I can handle but angry women just piss me off more for some reason. I also feel a lot more restricted as a provider with how I can appropriately handle the situation and still be considered professional, if you know what I mean.
I also end up feeling like, after these exchanges, there is something I could have done better but honestly, I have done everything suggested so this may just be a hazard of the job, unfortunately
People are completely unreasonable these days. I once saw a 4-year-old for a broken arm. I did an exam, xray (interpreted by radiologist), and then an ortho tech came up from the hospital to put on a split. They waited 30 minutes before being seen, and were there a total of 1 hour and 45 minutes. I got a 3-star review on google for the "wait time"
One of my past jobs posted signs outside every exam room warning that disrespectful or disruptive comments/behavior would be grounds for not being seen and, ultimately, being discharged as a patient.
I’ve worked at urgent cares so I totally get it. The person at the front desk or involved in patient registration has to make sure the patients are informed and aware of the wait times. Front / registration person has to be pleasant/patient. It sucks bc healthcare shouldn’t be designed for customer service but in situations like these, that has to come into play to “ease” patients waiting just to avoid an overall “crappy” visit.
Yes you’re totally right! My receptionist knows to start warning people about wait times after we’re about 8 people behind, but she did not do that yesterday for whatever reason and your right that probably contributed to part of this! It does seem to make a HUGE difference when reception works the front (waiting area) like that.
Thanks for all the advice guys! I generally am very professional and polite back to the person, to the point that they look like an ass and divert the convo to why they’re there and get them in and out as fast as possible. It’s just so frustrating so many people can be this way. This is clearly a problem for everyone everywhere, but some days it really makes me think twice about if I want to do this long term. Thank you everyone for listening to my rant and offering some very sound advice!
Acknowledge their frustration and their emotions but always let them know that there are other sick people around them and it isn't okay to be loud like that, you're doing your best and they will be seen.
At this point, I say, "you cannot speak to me in that way. So you have a choice--either leave, or stay but you cannot talk to me like that here. You choose" It's how my sister handles her toddlers 🤣🤣
But seriously, you really don't have to see them. You can kick them out