Question 1554

Question Answered step-by-step Mr. Ramirez has been hospitalized for the last six days followingorthopedic surgery. He is experiencing discomfort and is anxious about not being able to go home and be with his family. When Carolina Mims, physical therapy assistant, enters Mr. Ramirez’s room to assist him with his exercises, he lets her know how unhappy he is about how he is being treated. The food is bad, it took “forever” for the nurse to respond to his call button, and the portable urinal has not been emptied. “It’s disgusting,” he tells Carolina and then asks, “Who’s in charge here, anyway?” The fact is, there have been numerous complaints about the quality of the food, and unfortunately, the nursing staff is shorthanded because two nurses have called in sick. Carolina takes a few minutes to listen to Mr. Ramirez, demonstrates empathy for his discomfort, and tells him that she will report his complaints to the nursing supervisor. She is then able to proceed with the exercise session. Knowing how to effectively handle complaints and work to make improvements in the system can make the difference between a high-quality patient care delivery system and one that fails. Understanding the principles of patient satisfaction will help you resolve problems that can lead to complaints and lawsuits.1. Refer to The Case of the Angry Patient at the beginning of this chapter. How would Carolina respond to Mr. Ramirez’s criticism constructively? Destructively? Health Science Science Nursing Share QuestionEmailCopy link Comments (0)

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