The nurse manager is concerned about a family member’s complaint regar

QUESTION

The nurse manager is concerned about a family member’s complaint regarding unprofessional behavior of a nurse on the unit. Which is the most effective method to address this issue?

1. Address the complaint with the individual nurse via the telephone right away.
2. Send an e-mail to the nursing staff about expected professional behavior.
3. Post a memo to the nursing staff about expected professional behavior.
4. Discuss the complaint with the individual nurse face-to-face as soon as possible.

ANSWER:

Answer: 4

Rationale: The more important or difficult issues should be communicated face-to-face to the nurse involved when possible, so the individual’s response can be seen and questions can be answered appropriately. Posting a memo is incorrect because the purpose of a memo is to convey general information to a group, and it has a low level of personal intimacy. Sending an e-mail is incorrect because the purpose of e-mail is to broadcast information to large groups, and it also has a low level of personal intimacy. Addressing the complaint over the telephone right away is not the best option because a telephone conversation is less intimate than face-to-face communication, and the individual’s response cannot be seen.