ANSWER
Handling Disagreement with a Patient: Case Study a. Conflict Origin
There are several variables that contribute to conflict:
Emotional State of the Patient: Mr. Johannson is probably feeling a great deal of anxiety and concern regarding his diagnosis and impending operation, which could show up as annoyance and rage.
Illness-Related Stress: He may become more irritable if his symptoms, which include nausea, vomiting, and jaundice, cause him physical discomfort.
Inappropriate Behavior: By verbally abusing others and making disparaging statements about their looks and ethnicity, Mr. Johannson crosses both personal and professional lines and fosters a hostile care environment.
b. Addressing the Disagreement and Selecting a Reaction:
Regardless of the patient’s conduct, acknowledge his feelings and offer professional, sympathetic care. “I understand this is a difficult time for you, and I’m here to ensure you receive the best care possible,” for instance, can be said quietly.
“I understand you are upset, but I would appreciate if we could maintain a respectful dialogue,” is a direct yet polite way to respond to offensive remarks.
Does Avoiding Conflict Make Sense?
Avoiding conflict is not acceptable. Although the patient’s sickness may account for some of his actions, it does not justify offensive language or improper comments. The therapeutic alliance and the standard of service may suffer if the problem is avoided.
Additional Techniques for Resolving Conflicts:
“I am here to care for you, but I cannot tolerate disrespectful comments.” This is an example of setting boundaries and clearly communicating what behavior is acceptable and unacceptable.
De-escalation strategies include active listening, keeping your cool, and acknowledging his emotions without endorsing his conduct.
Involve Support: To mediate and guarantee care continuity, enlist the help of a supervisor or patient advocate if the behavior continues.
Bullying of Patients versus Bullying of Coworkers:
Bullying by coworkers is just as unacceptable as bullying by patients. Both undercut a caring and courteous work atmosphere. Even though patients may act out because they are afraid or sick, it is crucial to deal with the behavior in a professional manner.
Limits and Role Play:
Setting limits can be practiced through role-playing scenarios. For instance: “Mr. Johannson, I’m here to help, but in order for me to concentrate on your care, I need us to speak politely.”
“I might need to enlist the help of another staff member to support our interaction if the remarks persist.”
Authority Over Patient Conduct:
There is little direct control over a patient’s conduct. Nonetheless, conflict can be managed and lessened by establishing clear expectations, acting professionally, and enlisting the aid of more resources.
c. Acceptable Behavior’s Bottom Line
There is no room for verbal abuse: It is unacceptable to make offensive remarks, particularly when they attack someone’s ethnicity or looks. Boundaries must be clearly defined.
The patient-centered method Focus on keeping the patient and staff in a polite and safe environment while respecting the patient’s discomfort.
Citations
(2020). American Psychological Association. American Psychological Association publication manual (7th ed.).
V. D. Lachman (2015). The nurse-patient interaction presents ethical problems. 252-255 in MedSurg Nursing, 24(4).
2021; The Joint Commission. prevention of workplace violence in the medical field. The Joint Commission’s website
This succinct response covers the important aspects of the case and follows the APA format. Please let me know if you want any other adjustments!
QUESTION
When the Conflict Is with a Patient
Sydney Johannson, a 67-year-old man, was admitted to the medical/surgical unit 3 days ago for unresolved nausea, vomiting, and jaundice. A tumor was discovered in his bile duct, and he is scheduled for surgery tomorrow. His probable diagnosis is cancer.
You have been the primary RN caregiver for Mr. Johannson the past 3 days. He is short tempered and verbally abusive to you. He barks orders at you, ridicules almost everything you say, and is never satisfied with the care you give him. You realize that he is sick and frightened, but his behavior is frustrating and obnoxious. You find yourself avoiding going into his room just to avoid his verbal backlash. Today, when you enter his room to adjust his IV and give him his routinely scheduled medications, he makes several derogatory comments about your ethnicity and taunts you about looking like “an overstuffed pillow” and moving “slower than a snail.”
Instructions:
1. Read the Scenario above, and then answer the questions below:
a. What is the source of this conflict?
b. Answer the following questions concerning the scenario: Decide how you will respond. Is conflict avoidance justified since the patient is sick? Are other conflict resolution strategies more appropriate? Is bullying by a patient any more acceptable than bullying by coworkers? Role play with your peers how you might respond to this patient and what if any limits, you might set in terms of his behavior. How much control do you have over the patient’s behavior?
c. What is your bottom line in terms of behavior you will accept from this patient?
2. Your paper should be:
. One (1) page
. Typed according to APA Writing StyleLinks to an external site. for margins, formatting, and spacing standards.