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10/21/2016
Dr. Laura:
I've been a hospice nurse for over 12 years. I'll never forget a certain interaction with a patient's irate visitor, which happened almost 10 years ago. I have dealt with many families over the years, but this particular person stands out in my mind.
The staff had warned me about this individual and how hard he was to deal with. Keep in mind that this wasn't even the patient - it was one of his visitors! He indeed lashed out and was angry with everybody and everything.
However, when I was given the task of dealing with him, I was able to change his whole demeanor within an hour. He just wanted to be listened to and validated in his concerns. Once he knew he was being heard and understood, and that I appreciated his presence and efforts on behalf of the patient, he relaxed and said that he felt free to go out to get something to eat. He wasn't a problem for us after that, and I learned a valuable lesson as well.
Laurie
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