If you have a patient come in and they are upset and you get ugly with them what can happen, the worst the patient could go out rate or turn you in and you get wrote up for bad behavior towards a patients and that would be the last thing you would need so I would suggest is to listen to the patient careful check them for everything and explain to the doctor that is working about the patients behavior.

Nurses should always be polite no matter the situation. Just because someone is rude to you does not mean you should be the same to them. Remember as a nurse you are held to a higher standard than normal. You must also remember that not only do you want to present yourself as a caring, helpfull nurse, you also represent the institution you work for. A nurse shoul always act in a professional manner.

A nurse should be as polite as they can with even the most irate patient but you also have to remain firm.  You can not allow yourself to be run over and if you find yourself in such a situation that you can not keep your calm and know you will only continue to have difficulty with that patient you need to ask your supervisor to change your assignment or make arrangements with another nurse to switch a patient, don't continue to put yourself in a volitile situation that could in the end harm you or jeapordize your job.  I have been in those situations and have had patients demand that I do what they want even if it is not the proper way for something to be done and in those cases I have often had to refuse to administer the care and leave the room, get my charge nurse, or supervisor and then have them go with me or let them handle the difficult, irate patient or family members.  But, I will not give improper or substandard care to a patient just because that is what they want me to do.  Nor will I just trust that a patient will take medication if I just leave it with the family to give to them.  You have to use your own common sense about what is right and wrong in dealing with patients.  Yes, Be polite but firm.  Don't compromise yourself.  Don't let them run you over or down.  And though some will feel regret for their rudeness and apologize realize that most won't even acknowledge that they did anything wrong.  And even more will never apologize and will often still say that you were the one who had the attitude or were rude, etc.

Many times when a patient or family member is upset or irate, there is an underlying problem that has not yet been addressed and their anger or frustration just pops out unexpectedly over some minor thing that really doesnt matter that much to them. The key is to be a good listener and try to be a real problem solver and patient advocate. Tell your patient you are there for them and for their safety and satisfaction. Let them know that it is important to you to maintain both their safety and satisfaction. Ask questions to clarify their reason for being upset and dont make light of it even if it seem silly to you. It is important to the patient or family member. Sometimes it takes a few minutes and a small act of kindness to make all the difference in the world to a person and can change their behavior drastically. Build your patients/families trust and confidence and you will make a much more pleasant work environment for yourself and your co-workers.

kmorgan67 says ...

Many times when a patient or family member is upset or irate, there is an underlying problem that has not yet been addressed and their anger or frustration just pops out unexpectedly over some minor thing that really doesnt matter that much to them. The key is to be a good listener and try to be a real problem solver and patient advocate. Tell your patient you are there for them and for their safety and satisfaction. Let them know that it is important to you to maintain both their safety and satisfaction. Ask questions to clarify their reason for being upset and dont make light of it even if it seem silly to you. It is important to the patient or family member. Sometimes it takes a few minutes and a small act of kindness to make all the difference in the world to a person and can change their behavior drastically. Build your patients/families trust and confidence and you will make a much more pleasant work environment for yourself and your co-workers.

Good on you!!!  That is a very diplomatic way of handling the situation!