Client call lights come on while the unlicensed assistive personnel (UAP) sits at a desk and reads a magazine. When the nurse asks the UAP to answer the lights, the UAP says, "Those aren't my clients." What is the best response by the nurse?

Question

Quizplus · Accepted Answer

The nurse should be assertive and deal with the issue directly now. The nurse is using an "I" statement; the nurse is not attacking the UAP's character but is focusing only on the task at hand, which the UAP can perform. The request should be given as a directive, not as an option. Putting the request in the scope of a universal goal on which everyone can agree, such as quality care, makes it harder for the UAP to refuse. It is also helpful to say please/thank you and to stand and wait expectantly until the UAP starts the requested action. (Option A) The request should not be given as an option as there is a legitimate need the UAP can meet. The nurse needs to be directive and assertive when indicating what needs to be done. (Option C) This is an avoidance action and does not resolve the bigger issue. The nurse should attempt to rectify the issue first rather than focus on discipline. Discipline measures are appropriate if there is insubordination (the UAP refuses) or a pattern of behavior (on every shift the UAP does not answer lights despite being told). (Option D) The nurse should give the UAP a chance to change behavior first. Speaking to the manager in the future does not resolve the current issue. The nurse can take this step if there is insubordination or a pattern of behavior. Educational objective: The nurse should use assertive communication techniques to deal with a staff member directly and immediately by telling rather than asking for certain actions. The nurse should not attack the individual's character or initially make threats (aggression) and should not avoid the issue by just performing the action itself (avoidance).

Client Call Lights Come on While the Unlicensed Assistive Personnel