Question

A family, of Cuban heritage, is gathered in the waiting room waiting to visit their ill family member in the hospital. The family member‘s voices are loud and they are gesturing in a very animated nature. A healthcare provider enters the space and asks to speak to the patient’s spouse. The healthcare provider asks the spouse “Is everything okay? I notice you all seem upset or angry?” What assumption is being made by the healthcare provider? How might you have handled this situation differently?

Answer 1

The family members where speaking very loudly and they are gesturing in a very animated nature.This made the health care provider to assume that the family members are in angry or upset.This can be happened with every one of us when our loved one is admitted at the hospital especially if the health care providers won't convey the actual status of the patient to the family members.

As a health worker we can handle this situation very easily by following methods

• Go near to the upset family members and introduce yourself first,its beacuse the family members should accept to talk with us.So, that they will know that we are showing concern for them.
• If they are yelling,stop and just listen.Let the family members voice her concerns but ask the person in a calm tone not to shout.
• And call the spause and a closed relative to the consultation room and neatly and simply explain the current condition of the patient,remember not to use any medical terms while communicating. Let the family members know we are here to help.
• Be empathic
• Clear there doubts about the patients condition and try to console them.
• Don't be defensive and try to stand in their shoes.