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In: Nursing

What part of the nursing care plan is the patient's complaint?

What part of the nursing care plan is the patient's complaint?

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Expert Solution

Ans.

A nursing care plan contains all of the relevant information about a patient's diagnoses, the goals of treatment, the specific nursing orders (including what observations are needed and what actions must be performed), and a plan for evaluation.

Structure. The NANDA-I system of nursing diagnosis provides for four categories and each has 3 parts: diagnostic label or the human response, related factors or the cause of the response, and defining characteristics found in the selected patient are the signs/symptoms present that are supporting the diagnosis.

The four types of nursing diagnosis are Actual (Problem-Focused), Risk, Health promotion, and Syndrome.

The following are the 10 items compiled by Ms. Hill and Dr. Pronovost, which they note should be used as a conversation starter in healthcare:

1. Sleep deprivation from clinicians coming to do tests and draw blood in the middle of the night.

2. Noisy nurses' stations that can interfere with sleep.

3. Personal belongings being lost.

4. Staff not knocking before entering the room, which can be interpreted as a sign of disrespect.

5. Not keeping whiteboards updated. Updated whiteboards allow patients to know who is caring for them. Patients would also appreciate a notebook where they can keep important information and take notes.

6. Lack of clear communication and not updating the patient or family members if the patient's condition changes.

7. Messy rooms where surfaces aren't wiped down, or the bathroom smells.

8. Feeling unengaged in their care or like they are not being listened to.

9. Lack of orientation to the room and hospital. Patients would like to know how to work the television and how to order food.

10. Lack of professionalism from hospital staff, especially when they are on break. "While you may be on your break, you are still a hospital employee and a reflection of the hospital," the article reads.

How to Handle Patient Complaints

  1. Listen to them. As basic as it may sound, this is your first and most important step when dealing with an unhappy patient. ...
  2. Acknowledge their feelings. Empathy is key when it comes to successfully handling patient complaints. ...
  3. Ask questions. ...
  4. Explain and take action. ...
  5. Conclude. ...
  6. Document complaints.

Your staff's best course of action is a coherent, concise response that preserves patient confidence and satisfaction, as follows:

  1. Listen. Stop what you are doing, and give your undivided attention to the patient. ...
  2. Empathize. Place yourself in the patient's place. ...
  3. Inquire. ...
  4. Act. ...
  5. Conclude. ...
  6. Document.

Complaints from patients and/or their carers are important indicators of problems in a healthcare system [1]. ... Complaints from patients often relate to safety and service quality problems in their care [4–6], as well as concerns about treatment and poor communication with health professionals


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