While I'm sure that in this case the patient has no cause for her behavior, every time I read about your trials with these people I wonder how it is that the art of outrage has so declined.
I learned from my mother, who is a master of outrage. Though she rarely indulges (and only when really provoked) it is a sight to behold. When a somewhat round woman, 5'3 on a good day, can transform into a majestic goddess of wrath and disapproval, people cower and concede wrong doing. Yet she does this without using one cuss word, with perfect grammar and exceedingly precise language.
It is a beautiful thing... Well, unless you are the target, then it sucks ass.