Verbally Abusive Patients: 4 Ways Nurses Can Deal With Them

Every nurse deals with hateful, verbally abusive patients. People who are sick and scared are not at their best, and a fair amount of rudeness is forgivable. You smile and move on. But some patients cross from rude into abusive, and that you do not have to absorb. Here is how to handle it.

1. Be polite but firm

When a patient is repeatedly abusive or makes inappropriate comments, address it the moment it happens. Tell them plainly that the behavior is not acceptable and will not be tolerated: "I don't like the way you are treating me, and I won't continue to tolerate it," or "That is inappropriate, and you will not speak to me that way." Naming it often gets an apology, or at least stops the behavior.

2. Walk away

Sometimes the right move is to leave the room. If you are angry enough to say something you would regret, excuse yourself, go take a few breaths, and come back when you are calm. You are allowed to be human. Whatever you are tempted to fire back is not worth it. Walk away first.

3. Look for the reason behind it

There is usually something underneath the behavior. After you have addressed it, ask whether something is bothering them. Maybe they got bad news from the doctor, or they are frightened about being in the hospital. None of that excuses how they are treating you, but it may explain it, and talking it through can settle the patient down.

4. Call security

If you feel threatened, call security without hesitating. If the patient escalates, call immediately. Security exists to keep staff and patients safe, so let them step in before verbal abuse turns physical. Protect yourself first.