When the nurse answers the call light after a delay of 5 minutes, the angry patient says, "You made me wait an hour. I'm in pain and no one's willing to help me." What is the best response by the nurse?
a. "It's only been 5 minutes. What do you want?"
b. "Well, I'm here now. What is your problem?"
c. "I know it must have seemed like an hour. I'll bring your medication."
d. "I was attending to another patient who's really ill. I'll help you now."
ANS: C
Many older adults have an altered sense of time. Waiting makes them more anxious. Responding in a defensive or grudging manner is not effective for the nurse-patient relationship.
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