An RN walks into a patient’s room and encounters the patient with his arms cross

Question

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!“

Initial Discussion Post:

Address the following:

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

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

Explanation / Answer

The suitable communication style, in this case, is personal communication. The RN need to have a personal communication with the patient. Personal communication is the only way to engage with this patient and explain to him the reasons for his dissatisfaction. It appears that the patient already has a preconceived opinion about the facility from her wife. The RN should engage with the patient personally and attach some reasons for every inconvenience suffered. For example, the RN should use the shortage in the facility to explain the issue and assure the patient that the issue will be ironed out. Personal communication will also allow for the RN to apologize on behalf of the staff in the hospital. The RN should also assure the patient that action will be taken against those who ignored him

In this case accommodating and mediation are the conflict resolution strategies that could be used by the RN. Speaking of accommodating technique, the nurses should be assembled and those who did not respond to the patient should accept their mistakes and promise to change next time. Accommodating help smoothen things over. Additionally, the RN can have private time with the nurses so they can explain the reason for the delivery of poor services. Mediation can help iron out the issue using informal means.

Reference:

Thomas E. J, et al. "Discrepant Attitudes about Teamwork among Critical Care Nurses and Physicians." Crit Care Med: 2003; 31(3) 2003:956-59.

Slaikeu, K.A. "Conflict Management: Essential Skills for Health Care Managers." Journal of Health Care Material Management, 1993 Nov-Dec. pp36-38.

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