Example
A cardiac patient might be angry and complaining. As the nurse, you may try to avoid his room, and, when you have to be there, move in and out as quickly as possible. Avoidance is one solution, but there might be a different approach:
Patient: Where's the doctor? She said she'd be here this morning. And it took you twelve minutes to answer my call button. I wasn't pressing it for fun, you know.
Nurse: I can hear you're feeling very impatient today, and really conscious of how slowly things seem to move here. It must be difficult. I can imagine how frustrated you must be.
Patient: Damn right it's frustrating! I feel as if I'm just a number around here.
Nurse: So it feels like the delays reflect our not caring about you.
Patient: Well, there are a few good nurses like you. (Pauses. He thinks for a while.) But I do feel frustrated. And having to lie here in bed makes me feel pretty helpless.
Nurse: Can you think what might help that frustrated, helpless feeling when you do have to wait?
Patient: Actually, as long as I have something good to read I'm not so aware of how slowly things happen around here. And it helps to have you drop by once in a while.
Nurse: Well, let's make sure you have some absorbing reading. And I'll stop in again to check on you before the end of my shift. I know it can be very frustrating to be left waiting.
ExampleA cardiac patient might be angry and complaining. As the nurse, you may try to avoid his room, and, when you have to be there, move in and out as quickly as possible. Avoidance is one solution, but there might be a different approach:Patient: Where's the doctor? She said she'd be here this morning. And it took you twelve minutes to answer my call button. I wasn't pressing it for fun, you know.Nurse: I can hear you're feeling very impatient today, and really conscious of how slowly things seem to move here. It must be difficult. I can imagine how frustrated you must be.Patient: Damn right it's frustrating! I feel as if I'm just a number around here.Nurse: So it feels like the delays reflect our not caring about you.Patient: Well, there are a few good nurses like you. (Pauses. He thinks for a while.) But I do feel frustrated. And having to lie here in bed makes me feel pretty helpless.Nurse: Can you think what might help that frustrated, helpless feeling when you do have to wait?Patient: Actually, as long as I have something good to read I'm not so aware of how slowly things happen around here. And it helps to have you drop by once in a while.Nurse: Well, let's make sure you have some absorbing reading. And I'll stop in again to check on you before the end of my shift. I know it can be very frustrating to be left waiting.
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