What is the best way for a health care worker to deal with a patient who has not followed the instructions given about postoperative care and who then complains about the negative consequences?
a. Advise the patient that he or she caused the problem himself or herself.
b. Explain specifically what he or she should have done.
c. Apologize for possibly giving unclear instructions and explain them again.
d. Ask your supervisor to assist the patient.
c
FEEDBACK: a. Incorrect. This will only increase the defensiveness and anger of the patient.
b. Incorrect. This will put the patient on the defensive.
c. Correct. It is best to take responsibility by apologizing for possibly giving unclear instructions and then explain them again. Follow with asking the patient to repeat the information and answering any questions that may arise.
d. Incorrect. It is not necessary to involve the supervisor if you are familiar with the information and can do the instructing. If the situation escalates, then the supervisor may be needed.
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