Nothing as epic as the others here, just a small win over some entitled prick.

I used to work as a Welfare Officer in a Disable Home for residents who are mentally/physically disabled (think of it as a mini psychiatric hospice for long term patients). Most of them either have no more living relatives, family having problem taking care of them or simply don’t want to have anything to do with them.

There’s this gentleman who are among the few who still have relatives that visit once in a blue moon. He is very friendly although very frail, it doesn’t help that he loves to step out of his wheelchair unsupervised to do his own exercise. More often than not, he would slip during one of his workouts and bruise like a peach.

On one occasion when his niece and her husband decided to make a visit, he so happened to injure himself again. As my nurse wheeled him to the visiting area, the niece went livid the moment she saw the bruise.
Now to be fair, if you were to see your relative injured you would also question the caretaker of their competency. We don’t blame her outrage but things do gets pretty ugly from time to time when they start to accuse us of not doing our due diligence and threaten to sue.
(Note: Neither she nor her family is paying a single cent for us to take care of him and on the record he was found abandoned before the social worker took him in)

So after an onslaught by the niece, my nurse came crying into my office and told me and my colleague about the whole ordeal. Apparently the niece started to scrutinize my nurse daily routine for her uncle, claiming to be a nurse herself from a (semi)famous hospital and could bar my nurse working in my country (she can’t).
Both my colleague and I were fuming at this point, so while my colleague is consoling my nurse, I decided to have a chat with the niece.

Me: Hi! How’s everyone doing tonight?

Resident: I’m fine! So glad to have my niece visit today even though she came at bad time. Please tell the nurse not to take it too hard.
(He obviously saw my nurse crying, the niece is now pouting)

Niece: Hey you better tell your nurse take care of my uncle or I’ll make sure she won’t be able to work in this country again! I’m a nurse too so don’t try to bluff me!

(At this point her husband is giving me the very apologetic look, I signal him that: I got this)

Me: I’m truly sorry about this. It will never happened again. Speaking of which, if you don’t mind, I like to find out more about (Resident’s name) here and his family situation. Like (for example) why is (Resident) here?

Niece: What’s there to find out? How can you not know? Don’t you have his case file? I thought you’re the officer here? Where is his case manger? Go find out from him!
(Getting more aggressive)

Me: Yes I am and I do have his file, and it’s also part of my job to find out more about his background so that not only can I update his profile but to take better care of him. It’s been a while since your last visit so I like to find out if there’s any update.

Niece: (Much taken back by what I’ve said and tone down her voice)
Oh err, he umm has his issues and my mother doesn’t want him to be around the house. You should know about his issue.
(Resident is schizophrenic, tenancy for audio hallucination)

Me: Ah I see, such a pity. Because over here no matter what, we will always try to encourage family members to take back the resident if they can afford to.
I mean, you said so you’re a nurse right? I’m sure you can provide much better care for him than us at his own home where he would be more comfortable. (Smile)

At this point the niece is all lost for words, jaw wide open but not a peep. My resident is nodding his head profusely and even her husband gave an Oooh snap! look.

Niece: I… I… I’ll come back again.

Me: I’ll look forward to you next visit, I’m sure (Resident) here will too.

Back in the office after I told my colleague, he gave me a huge high-five while my nurse thanked me for standing up for her.

The niece did came back a few weeks later and bought a (relatively small) box of chocolate to thank all the staff for their hard work.
None of us took any. :p

Edit: Thanks to Belinda McGuire for editing my grammar.
Also clarify some points which may not be clear for international readers.