The client complains that it took the nurse 20 minutes to answer the c

QUESTION

The client complains that it took the nurse 20 minutes to answer the call light. The nurse says, “We are so busy. A nurse called in sick tonight. None of us has even had supper.” What does this response reflect?

1. An honest answer to the client’s complaint.
2. Putting the nurse’s needs above the client’s needs.
3. A breach of unit confidentiality.
4. A good excuse for why it took so long to answer the call light.

ANSWER:

Correct Answer: 2

Even though this may be the facts about what is happening on the unit, it is not a therapeutic response to the client’s complaint. This answer puts the nurse’s needs before those of the client. It is not the client’s fault that the unit is not adequately staffed, and excuses are not a substitute for the provision of quality care. Although this response is not a breach of unit confidentiality, it is not the concern of the client. This is not a good excuse for not answering the call light in a timely manner.