A client on a general surgical unit tells a nurse that staff members are not answering the call light promptly. The client requests to be transferred to another unit. Which of the following actions should the nurse take first?

Notify the charge nurse of the client's request for transfer.

Assure the client that their concern has been shared with the staff. Tell the client that future calls will be answered in a timely manner.

Ask the client to verbalize their expectations.

Answer and Explanation

The Correct Answer is C

Choice A rationale:

Notify the charge nurse of the client's request for transfer. This action might be taken eventually, but it is not the first step. The nurse should directly address the client's concerns before escalating the situation to the charge nurse.

Choice B rationale:

Assure the client that their concern has been shared with the staff. Tell the client that future calls will be answered in a timely manner. While it's important to reassure the client, promising timely responses to calls before understanding their expectations might not effectively address the underlying issue. It's better to communicate openly with the client first.

Choice C rationale:

Ask the client to verbalize their expectations. This is the correct choice. By asking the client to express their expectations, the nurse can gather crucial information about the client's concerns and needs. This allows the nurse to address the specific issues that led to the client's dissatisfaction and work toward a resolution that aligns with the client's preferences.

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Correct Answer is D

Explanation

The correct answer is choice D: Explore alternative solutions to address unit workflow with the nurses.

Choice A rationale:

Scheduling the nurses to work on alternating shifts (Choice A) might alleviate the immediate conflict, but it doesn't address the root cause of the issue, which is their perceived unequal workload. This approach could also disrupt the unit's continuity of care and potentially lead to further conflicts.

Choice B rationale:

Organizing a task force to evaluate the situation (Choice B) could be beneficial in the long run for identifying systemic issues contributing to the conflict. However, this approach might take time to yield results. In the meantime, the conflict could continue to negatively impact the unit's functioning.

Choice C rationale:

Telling the nurses that it's their responsibility to cooperate with coworkers (Choice C) is oversimplifying the situation. While cooperation is important, conflicts often arise from deeper issues that need to be addressed constructively. This choice doesn't provide a clear plan for resolving the workload disparity.

Choice D rationale:

Exploring alternative solutions to address unit workflow with the nurses (Choice D) is the most effective approach. By engaging the nurses in problem-solving discussions, the charge nurse can identify the reasons behind their perception of unfair workload distribution and collaboratively develop strategies to ensure a more equitable division of tasks. This approach promotes communication, collaboration, and shared accountability.

A. "I delegate tasks to personnel based on their job descriptions.” B. "Everyone working here has to care for clients who are incontinent.” C. "Let's talk about organizing the workflow so you care for fewer of these clients.” D. "Why do you not want to care for clients who are incontinent?”

Correct Answer is A

Explanation

The correct answer is choice A: "I delegate tasks to personnel based on their job descriptions."

Choice A rationale:

The response "I delegate tasks to personnel based on their job descriptions" is appropriate in this situation. Charge nurses are responsible for delegating tasks based on the scope of practice and job descriptions of the staff members. This response emphasizes the importance of adhering to established roles and responsibilities within the healthcare team.

Choice B rationale:

The statement "Everyone working here has to care for clients who are incontinent" may be true, but it does not address the specific concern raised by the assistive personnel (AP). It's important to provide a more focused response that addresses the AP's feelings and concerns.

Choice C rationale:

While discussing workflow organization to reduce the number of incontinent clients (Choice C) might be a potential solution, it doesn't directly address the AP's statement about fairness. The charge nurse's response should prioritize explaining the delegation process and addressing the AP's concerns about fairness.

Choice D rationale:

The response "Why do you not want to care for clients who are incontinent?" could be perceived as confrontational and defensive. It's essential to maintain a respectful and supportive tone when addressing staff concerns. This response does not effectively address the situation or provide a solution.

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A client on a general surgical unit tells a nurse that staff members are not answering the call light promptly. The client requests to be transferred to another unit. Which of the following actions should the nurse take first?

Nursing Test Bank

Naxlex Comprehensive Predictor Exams

Two nurses on a unit each contend that the other is not doing a fair share of work. The conflict is affecting the functioning of the unit. A charge nurse should approach this conflict in which of the following ways?

Correct Answer is D

Explanation

An assistive personnel (AP) tells a charge nurse that it is unfair that they have to take care of all the clients who are incontinent. Which of the following responses should the charge nurse make?

Correct Answer is A

Explanation

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