The Customer is NEVER Right - A Nurse Practitioner's Perspective
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What makes hospital patients turn violent? (Comments to an article)

Last month, 26 Sep 2014, I posted on the book’s Facebook page comments to an article titled “What makes hospital patients turn violent?” Days later, I learned that some in healthcare did not agree or appreciate my comments. Imagine that. I then tried to reply to those critics, however, the article’s comments’ section did not allow me to post my entire comment. For no reasons do I believe I was being censured but instead believe my comments did not meet the comments’ rules, whatever they are. Rather than read the rules, imagine that as well, and adjust my comments to within the rules I thought I would post the comments here, on my own site. How convenient, right?
Anyhow, my comments to critics:
The comments here have been as expected and many mentioned in my book, “The Customer is NEVER Right: A Nurse Practitioner’s Perspective”, and blog at as well.
Some in healthcare concede that we eat our young. I find healthcare to be more like junior high school. That being the picking on peers and colleagues and name calling for no reason other than them not going along with the crowd or fitting in. Than there are those who think they can do everything better than everyone else. All being junior high school behavior and immature coping skills at best.
Having said that, allow me to remind those following the herd. Identity versus Role Confusion, Erikson’s adolescence psychosocial stage, which points out, “Teens [Junior High School] need to develop a sense of self and personal identity. Success leads to an ability to stay true to yourself, while failure leads to role confusion and a weak sense of self”. It is that weak sense of self in healthcare that has allowed others, patients and outsiders alike, to walk all over us.
From those who claim to NEVER have had a negative patient experience to those who claim they have been able to defuse every incident they encountered and even those pulling out the “burned out” card, all those mentioned in the book. Sadly, all reasons as to why outsiders have not only set foot but have taken over the ONLY industry GENUINELY dedicated to helping others. Think about that! NO other industry can make the claim of genuinely helping others. NONE! Yet, we have allowed outsiders to herd us to their advantage.
For those in denial, and that is not a river in Egypt, the literature, whether lay, professional or research, is saturated with these incidents of violence towards healthcare workers. Not to mention, the number of organizations, government and professional, and legislatures that have tried to find solutions and all they come up with are nothing more than impotent pussyfooting attempts to curb the violence because they do not want to offend anyone. Because of those IDIOTOLOGIES [sic] our planet’s history is also inundated with such tragedies as well, because so many looked away. More advice, Do NOT allow healthcare to become another tragedy.
On that note, violence towards healthcare workers is not only physical violence but verbal violence as well, a lot of that psychological—like the manipulative guilt some want to hold over our heads.
As for “burned out”, that is a term fabricated by administrators against those who push back and point out the obvious or what I call, “Another great idea from stupid people”. My advice, stay true to yourself and those you share a shift with. In other words, don’t drink the Kool-Aid of making excuses for those who inflict violence on innocence and don’t blame those trying to help others as the catalyst for such violence. Because being a punching bag is NOT in my job description. YES. JOB! It’s not yours either.
To that I would add, because we stand up for ourselves, and those we work with, against those with intent to harm us does not classify us as burned out. Instead, I would say, we are engage to where others are in denial or have hidden agendas as to why they stray and look away despite the omnipresent violence directed towards healthcare workers and the collateral damage it leaves behind!
Not to mention, those inappropriate and violent behaviors so many claim are nothing more than a lack of communication or education is the SAME behavior NONE of you, administrators included, would accept at home from your most loved ones, your children or your spouse. Yet, you want us to accept it from those we are trying to help. Are you freaking kidding me? On top of that, the best you can come up with is that these “petulant, angry, demanding customers” are going through the worst moments of their lives. Granted and I very much agree! But what about the overwhelming number who are appropriate, appreciative and patient? What is their dysfunction? Are you going to tell me they are faking the fact that they TOO are going through the worse moments of their lives not to mention finding themselves in an unfamiliar and unforgiving surrounding as to why they are appropriate? Oh, got it. Everyone is different. Because of that we should dismiss the appropriate, appreciative and patient ones so that we can accommodate the abusive ones. I say NOT!

Just my two sense [sic].

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