As a home health nurse listening and acknowledging goes along way. Empathy for your client and family is above all, at times family will feel guilty because they can’t do more for their loved ones. At time they do know the patient better than anyone. So comprising with them as long as it doesn’t interfere with protocol of institution or patient safety and care, also chart all that was discussed. I was taught CYA. And if that don’t work I always think to my self how would I want to be treated in one of my most difficult moments.
Things have changed over the past two years with COVID. Family members are not allowed to stay in the hospital setting. However, with a developed command presence, family members can feel the hierarchy of the nurse over the situation. Using listening skills and being present allows us to be in control of our feeling and respond professionally to the situation. Remember Maslow’s hierarchy of needs? First meet the basic needs of the patient and move forward from there. This may include the family members too. Bottom line, take control learn to negotiate and do not allow anyone to treat you with incivility.
Very carefully, step back, listen to their concerns, do not allow abusive language, remove yourself from the conversation and ask for help. Dont take it personally, the bottom line is that you can not please everyone .
This has been a challenge with many CiCare customer service policies that often does not consider the nurses side- even when no rudeness was present- this allowed the family members to dish the nurse even when she was right and this is totally unfair. We did not sign up to take abuse from anyone - however , I have found that taking the high road being gracious and compassionate goes along way and most families back down- I start of by listening and validating their concerns first, then tell them you understand but explain the rules or policies that make them interfere with the olan of care- it mostly works well , ive found-
