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

Nurse should focus on serving the needs of human as a biopsychosocial and spiritual being. Nursing practice requires not only scientific knowledge but also requires interpersonal, intellectual and technical abilities and skills.

Communication can simply be defined as a transaction and message creation. Listening is important in communication.By listening, nurses assess the situation and the problems of the patient, they enhance his/her self-esteem and integrate both the nursing diagnosis and the process of care at all levels. In this perticular scenario nurse has to listen to the patient patiently and understand the situation that he has a negative opinion about the care given in this hospital. First assess his problem, evaluate his needs and plan of care very quickly, explain him claerly about the situation and make him understand. Being an effective nurse she should be proactive in assessing the patient level of behaviour and need of service, has to act accodingly. Nurse should always follow 1. Assessment, 2. Planning, 3. Implementation, 4. Evaluation.

Nurse should be so empathetic to address his problems and convey him the series of services/plan of care clearly and start implementing the same in such a way that he should come out of the negative feeling.

Communication assists in the performance of accurate, consistent and easy nursing work, ensuring both the satisfaction of the patient and the protection of the health professional.

Here in this situation nurse certainly has to manage this conflict arised by the patient with the nurse. nurse should be aware of the conflict management process and it's strategies. The aim of conflict management here is to develop trust on a nurse, where he can disclose all his problems without any hesitation.

conflict resolution strategies:
-Avoidance
-Accomodation
-Competition
-compromise collaboration

In the given scenario the nurse should choose compromise and collaboration strategies out of the major strategies to resolve the conflict.

Compromise: Nurse should attempt to resolve a conflict by identifying a solution that is partially satisfactory to both (patient and nurse). Here, You should apologise for the disturbance caused to the patient, listen carefully, assess and explain the plan of care. Implement the services up to the mark of patient expectations without fail in following hospital policies as well.

Collaboration: Nurse should understand patient concerns and also can express your concerns about the plan of care to find completely satisfactory solution.

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