After 15 years away from the hospital bedside, I am astounded how families talk to Nurses now. Do any of you have phrases you use for those times they complain as soon as you start your shift, when you are not moving fast enough to suit them, or when they are just generally a pill? My patients are very happy, but I wish the families wouldn’t show off so badly sometimes. Thanks for your advice!
First, in my mind, I frame the complaints not as rude, but as concern. I listen attentively and then let them know I’ll share the information with staff, and do my best to address the issue(s) during my shift. And thank them for telling me about it.
Rude families are (most of the time) concerned families for their loved one. Like the earlier post I get on the level with the family, maybe a little comedic relief, but still enough to know that I’m professional.