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In: Nursing

Mrs. Ryan is a 77-year-old woman with stomach cancer. Following surgery, she continued treatment with chemotherapy....

Mrs. Ryan is a 77-year-old woman with stomach cancer. Following surgery, she continued treatment with chemotherapy. When it was discovered that the cancer had spread to her liver and her bones, she elected to discontinue the chemotherapy and begin palliative care, which does not fight the cancer but will keep her as comfortable as possible. Upon learning of her decision, her 50-year-old son Joseph became distraught and called the oncologist’s office demanding that he speak with the doctor immediately. Danielle is a medical assistant who answered Joseph’s call. She explained that the doctor takes only emergency calls during appointment hours but that she will take a detailed message. Joseph insists that this is indeed an emergency and that if he is not put through to the doctor, he will sue the doctor for malpractice regarding his mother.

Should this call be treated as an emergency and receive top priority?

Why or why not?

What should Danielle do to placate this angry caller?

How could Danielle unintentionally make the situation worse?

What patient confidentiality issues should be considered with this caller?

If Joseph agrees to leave a message, what information should Danielle obtain?

Solutions

Expert Solution

QUESTION: SHOULD THIS CALL BE TREATED AS AN EMERGENCY AND RECEIVE TOP PRIORITY?

  • PROGNOSIS OF LIVER AND BONE METASTASIS IS POOR AND HENCE REQUIRES IMMEDIATE MEDICAL CONSULTATION TO PROCEED WITH THE TREATMENT.
  • HENCE THIS CALL SHOULD BE TREATED AS AN EMERGENCY AND SHOULD RECEIVE TOP PRIORITY.

QUESTION:WHY OR WHY NOT?

  • SHE HAS PROGRESSED TO THE STAGE 4 OF THE STOMACH CANCER .
  • IN THIS STAGE IT SPREADS TO THE DISTANT ORGANS AND DOES NOT HAVE A CURE.
  • HENCE IT IS REQUIRED TO GIVE TOP PRIORITY TO THIS CASE.

QUESTION:WHAT SHOULD DANIELLE DO TO PLACATE THIS ANGRY CALLER?

  • AVOID BEING DEFENSIVE.
  • SUGGEST HIM THE POSSIBLE SITUATION AT THIS MOMENT.
  • CONVINCE HIM THAT HIS PRESPECTIVE WILL BE TAKEN INTO ACCOUNT.

QUESTION: HOW COULD DANIELLE UNINTENTIONALLY MAKE THE SITUATION WORSE?

  • AVOIDING THE APPOINTMENT WITH THE DOCTOR CAN MAKE THE SITUATION WORSE.
  • LOSING TEMPER AND PATIENCE MIGHT WORSEN THE SITUATION.

Nightingale answered 1 year ago
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