The RN calmly responds, “I apologize for the delay in responding to your call light. I understand that it can be very frustrating when you don’t get the immediate attention you need. Let me help you with your lunch tray and then I can look into why there was a delay in responding to your call light.” The RN helps the patient with his meal before addressing other issues. The RN acknowledges the patient’s frustration and listens carefully to their concerns. They explain what happened and provide options for rectifying the situation, if necessary. Through this process, they aim to build trust between them and the patient so that future interactions are more positive. Ultimately, this is how good relationships are built between healthcare providers and patients – by listening respectfully, validating their feelings, and providing solutions whenever possible.
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The RN finishes by expressing appreciation to the patient for bringing the issue to their attention, emphasizing that it will help them in providing better care in the future. The patient is left feeling heard and respected. They thank the RN and leave feeling more satisfied with their experience in the hospital. The RN has successfully managed the situation using an educative tone of voice that explains what happened and provides options for rectifying the situation, if necessary. By doing so, they have created a positive interaction between them and the patient which will lead to improved communication going forward.