Aggressive behavior directed at nursing home personnel by residents' family members

Anecdotal evidence suggests there is a significant amount of aggressive behavior directed at nursing home personnel by residents' family members. This exploratory study describes a random sample survey of 70 Florida nursing homes. Administrators reported 1,193 acts of verbal aggression and 13 acts of physical aggression for a 6-month period. Dissatisfaction over how the specific and overall care needs of residents were being met was most frequently cited as the contributing factor. Social work staff and directors of nursing were most often called on to resolve these conflicts. The authors conclude with recommendations for research and conflict resolution.