The purpose of the Disruptive Patients and Visitors Behavior Toolkit is to provide a safe and therapeutic environment for patients, families, visitors and a safe working environment for health care team members. To practice in an environment where we are treated with respect by patients, visitors, families, colleagues, and employers, and to work and practice in an environment free of abuse and violence.
Challenging patients and families exhibit manipulative behaviors such as demanding immediate attention, interfering with a plan of care, and asking repetitive questions. They can also be hostile and verbally abusive when they insult or criticize staff, make threatening remarks, or use foul language. This toolkit includes resources for dealing with such behaviors.
For questions, contact:
Director, Adult In-Patient Nursing
UCLA Santa Monica Medical Center
Adjunct Assistant Professor
UCLA School of Nursing