How do I cheer up a really unhappy patient?

Don't take it personally. Even if they are criticizing you, it is about them, not you.

Do not get defensive. "You are a terrible person and I don't know why you are even here! I don't need you telling me when to eat!" "I'm sorry I'm not pleasing you today. Maybe things will go better after your nap. Do you want me to put this food away for later?"

Realize that all people -- sick people in particular -- are entitled to some bad moods. It is not your job to prevent them from ever being crabby or unhappy.

Give the person a chance to talk about their problems or tell the reasons they are crabby. "Does your arm hurt again today?" "Where are you feeling pain today?" "How can I make you more comfortable?" "Many days you are cheerful and happy. Today seems to be different. Do you want to tell me about it?"

Remain friendly and firm. Do Not allow abuse. Remove yourself. "I see that you are very upset with me right now. I'll just step out for a while and maybe we can start over when I come back." Temporary retreat is a better response than anger.

Anna, I hope this doesn't sound snotty, but to be honest you'll just have to get to know her first. Her? Him? Either way, until you do know what works for that particular patient, just aim for neutral and keep things peaceful.

Not losing your temper is part of professionalism. What is the patient doing that upsets you?