NURSING QUESTION Scenario: An RN walks into a patient\'s room and encounters the

Question

NURSING QUESTION

Scenario:

An RN walks into a patient's room and encounters the patient with his arms crossed. The patient states in a loud voice, "How come I'm not being taken care of in this hospital?" The patient points to the covered tray on the table across the room and states, "My lunch tray is sitting over there, and I can't reach it. My call light has been on for the last 30 minutes, and nobody has responded. My wife was right when she said the care here is deplorable!"

1. Describe which communication style the RN should use to benefit the patient in this scneario.

2. Provide two conflict resolution strategies for the RN to use when responding to the patient.

Thank you.

Explanation / Answer

1. The pattern of communication used here would be an effective pattern which would involve flexibility; non-existence of any hierarchical differences; a proper balance between verbal and non-verbal communication; involvement of optimum number of stakeholders and proper place. First of all it is important to acknowledge the fact that there were some problems and empathize with the patient. A sense of assurance must be provided to the patient and a promise which has to go hand in hand in terms of action regarding no repetition of such senselessness would prevail. The problems of the patient, the person who was in charge, and to whom patient complained should be noted down. The RN should apologize and shoulder the responsibility of the best care to the patient.

2. Two strategies would be:

i. Discussion with the pertinent people involved in the negligence in a proper place in a proper manner and ask for an explanation. If any problem is there among them, it should be discussed and sorted out without affecting the patient care.

ii. Making the staffs realize the type of duties they are performing and the significance of the duties in the society. A job well done is similar to furthering the cause of humanity.

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