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Rough, is a matter of perception. If there are no bruises or other wounding from the way you handled the patient then you'd use a defence which stresses that it all depends on the perceptions of the person complaining.

Don't try to justify your roughness. You were doing what you always do.

Don't blame or accuse the patient. Just say that clearly his/her needs are unexpectedly different to normal patients.

Apologise a lot, say you were doing what you always do, and that is what you were taught in nursing school.

You'd say that you were treating him/her quite normally, and that you do treat frail older people and children most carefully and that you treat adults a little more robustly, but perhaps this patient had other special expectations for frail care which you didn't know about.

Say you are very sorry to have offended the patient and that if they have special needs for frail care handing clear then you will certainly try hard to meet those needs.

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14y ago

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