Dealing with Aggressive Patients: Lessons on Customer Harassment in Healthcare No4

<Introduction>

In recent years, customer harassment in healthcare (known as “kasu-hara” in Japan) has become a major social issue.　When I think back on my long career in the medical field, what strongly remains in my memory is the term “monster patient.”

Today, I would like to share some of my own experiences and reflect on how we can face irrational and aggressive behavior.

<A visitor “test-riding” a wheelchair — the fear I felt as a new nurse>

When I had just started my career as a nurse, a man in his 30s or 40s came to visit a patient and began “test-riding” a wheelchair placed in the hallway for patient use.

I said politely:

“Excuse me, but that wheelchair is intended for patients.Please refrain from using it.”

The moment I spoke, he exploded with anger, yelled “I JUST TRIED IT!”, and came at me as if he were about to hit me.

My whole body shook with fear. I ran into the nurses’ station and hid behind a male doctor who was nearby.Even as I hid, the man tried to force his way into the station.I felt helpless — as a nurse and as a person responsible for patient safety.

 “He yelled at me: ‘I just tried it!’” A common fear for new healthcare staff—confronting aggressive behavior in the workplace. (This links directly to the blog's main theme and key quote.)

<A violent outburst in the ER — a nurse’s finger broken>

Another incident happened when I was in a managerial position in the emergency department. One evening, a patient brought in by ambulance became furious after waiting for his turn and started throwing a violent tantrum in the exam room.

A male nurse who tried to restrain him ended up with a broken finger,and the walls of the ER were left with dents from where he had kicked them.

Even after he was admitted, he repeatedly violated restricted areasand even attempted to steal injectable medication from the crash cart,making daily care nearly impossible.

<Shouting in a public area — even a simple request was met with hostility>

At a university hospital where I worked at the patient relations desk,I was called because someone was shouting angrily in the lobby near the cashier.

In such cases, to prevent disturbing other patients,it is standard procedure to invite the person to a private room to talk.

“Is everything all right? If you’d like, we can move to a quieter place and speak there.”

As soon as I gently offered this, the person escalated further and yelled:

“I was bumped and that person won’t apologize!!”

I checked the situation and then handed the case over to another staff member for further handling.

Later on, the person returned to the hospital and asked the outpatient staff to tell me:

“I’m sorry for the other day.”

It was a rare moment of closure — but only after chaos had already occurred.

<Why do people become aggressive?What staff need in order to protect themselves>

These experiences are not unusual. Anyone working in healthcare, long-term care, or customer service may encounter similar situations. Understanding customer harassment in healthcare is crucial for staff safety.s.

We must maintain clear boundaries —without making assumptions about why the person is upset or what they are dealing with.

And organizations must have a structured response manual to ensure staff safety and consistent。

<What I want to convey>

When a person is overwhelmed by fear, frustration, or stress,even the most polite words can be perceived as an attack.

That is why we need:

• calm response skills

• awareness of when to adjust distance or step away

• courage to “escape” when the situation demands it

Also essential is understanding our own communication tendencies:

• What situations trigger our emotions?

• How do we typically respond under pressure?

Self-awareness prevents escalationand makes us safer and more stable in difficult interactions.

For example —if someone knows they have low self-esteem,they can recognize when they are taking blame or criticism too personallyand protect themselves emotionally.

<In closing>

I hope sharing these experiences offers reassurance or guidance to otherswho feel challenged by similar situations.

The lessons from these moments form the foundation of my current work,including communication and hospitality trainingand patient support services.

If you work in a field where difficult interactions are commonand you want to build safer, healthier communication,please feel free to reach out.I am here to help you maintain both your safety and your dignity.