A health care provider (HCP) is screaming, "Why didn't you get surgery scheduled sooner!?," at the nurse in the hallway. People in the hallway are staring. What is the best initial reaction by the nurse?

Question

Quizplus · Accepted Answer

When there is inter-staff disagreement, it is important to not have a public "show." The first action should be to take the conflict "off stage." This is especially true when there is a power/authority difference (eg, HCP/nurse). Rather than suggest and wait, the nurse should immediately leave and go to a private area. That way the disruptive person has to either follow the nurse or stop talking because there is no longer an audience. Once in private, the nurse can acknowledge the HCP's concerns and work to resolve the issue (Option D). (Option A) Confrontation and aggressive response usually do not resolve or diffuse the situation and will still involve an audience. (Option B) The nurse should first take the conversation private as the HCP is not likely to calm down soon. The nurse can offer a blameless apology (eg, "I'm sorry there has been a problem") and then focus on the solution. This should occur out of the public eye. (Option C) This response involves avoidance rather than working to resolve the situation. It does not benefit staff or clients to see providers having a public disagreement. Educational objective: The first response to public displays of disruptive behavior is to take action to make the conversation private.

A Health Care Provider (HCP) Is Screaming, "Why Didn't You