This does not provide enough information regarding your circumstances.

This is my opinion:

1st always listen to the family. If they exceed your time limits tell them, "I
have 2 minutes to listen." Set boundaries.

2nd give choices.

3rd contact a patient rep. In my job, I have access 24/7 to a patient rep to
handle pt. complaints.

4th safety first. Watch for family/patients escalating. Take a SAFE class if
you have the opportunity. Call security and explain the circumstance to them.

5th. Validate the patient/ family concerns. "I understand what you are saying
is... and I can see how that is very concering to you. Let me put you in touch
w/ the dr. who can then talk to you more."

6th If this is a dr. related issue, I don't get in the middle. I directly refer
the source to the doctor.

7th offer choices. Give avenues of options.

8th if they are very aggressive find out your policy about having security
escort them out to the lobby or out of the hospital. Chances are if they have
anger issues, others are targets too in their life.

I hope that these ideas help. Workplace violence is very concerning but never
put yourself in harms way.

Kristee

hazeman <hmbhn@...> wrote:
I am Staff Nurse working in ED for 10 years, like my country Brunei, I
have experienced some patient's relatives were making trouble to the
nurses regarding they were not satisfied receiving treatment given by
the Doctor. this case how to solve the situation, please need your
advice.

Thanks.

Regards from me Hazeman






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