The nurse manager is concerned about a family member's complaint regarding the professional behavior of a nurse on the unit. Which is the most effective method to address this issue?

Question

1. Post a memo to the nursing staff about expected professional behavior.
2. Send an e-mail to the nursing staff about expected professional behavior.
3. Address the complaint with the individual nurse in a telephone conversation.
4. Discuss the complaint with the individual nurse face-to-face.

Answer 1

4
Rationale 1: The purpose of a memo is to convey general information to a group; it has a low level of personal intimacy.
Rationale 2: The purpose of e-mail is to broadcast information to large groups; it has a low level of personal intimacy.
Rationale 3: A telephone conversation is less intimate than face-to-face communication, and the individual's response cannot be seen.
Rationale 4: More important or difficult issues should be communicated face-to-face to the nurse involved so that the individual's response can be seen and questions can be answered appropriately.
Global Rationale: