Two nurses are in the day room when a visitor approaches and starts yelling about the care his mother is receiving. One nurse says, "I'm sorry you are upset. What can I do for you?" The visitor continues to complain more loudly. What should the other nurse do? Note: Credit will be given only if all correct choices and no incorrect choices are selected. Select all that apply.

Question

Quizplus · Accepted Answer

1. Isolating a person who is angry and aggressive is helped by taking away part of the audience. This is also a strategy to protect others.
2. It may be that the visitor is just upset and will calm down quickly with the other nurse's verbal intervention, but that is not assured.
3. This question may further infuriate the visitor because the nurses don't know him or his mother. Also, one nurse should carry the conversation.
4. The nurse should not make a move toward the visitor or demean him.
5. The nurse should move away and out of the room to call security.

Two Nurses Are in the Day Room When a Visitor