While the nurse is admitting a pediatric patient, the mother blurts out, "I think this hospital is the most disorganized, inefficient place I have ever been in!" The most therapeutic response for the nurse to make would be:

Question

1. "Does your child have any allergies or take any medication routinely?"

2. "It sounds like you are upset with the care your child has received. Is that correct?"

3. "This hospital and its staff are extremely competent, and you are receiving the best possible care."

4. "It happens to be very busy right now, and there are children much sicker than your child who need to be cared for first."

Answer 1

2

Rationale:

1. Asking another question instead of responding to the mother's complaint is an example of ineffective communication techniques. This will do nothing to defuse the situation.
2. This response validates the mother's perceptions, and provides an opportunity for the mother to clarify her concerns with the nurse and keep the lines of communication open.
3. Disagreeing with the mother at this point would not be a therapeutic response.
4. Making excuses is not considered responding therapeutically.