I've worked in hospitals for decades. Part of our ANNUAL training is dealing with patients and coworkers when they aren't having a good day. We're all trained to deal with psych patients, druggies, drunks, rude, etc. For the most part it's about being calm (words, gestures, distance), using words to deescalate, offering solutions, sometimes a coffee, anything to get the patient to communicate more calmly. Yes, when things go or look to go violent, security steps in, but rude people are just part of doing business. No, people shouldn't behave that way, but they or a family member are ill, probably been waiting a long time already, sometimes they haven't been given updates on what is happening or when something will happen. If you're in an ER, it's a high stress environment for everyone. Heathcare workers know this and should be able to handle it.
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