By being honest, reliable, and considerate, you can establish ______________
Before a _____________________ begins, an authorized individual should let the
patient know what to expect.
When a person is ill and/or hospitalized, the threatening experiences, losses, and
unmet needs often lead to frustration and then ________________________.
Different people respond differently to anger. One may become aggressive or
abusive. Another may turn his anger ______________________________.
You are a health care provider and Mrs. Miller is your patient. As you enter her
hospital room, you smile and ask how she is doing. She responds by saying,
"What do you care?" as she folds her arms angrily. You should:
a. Pretend you do not notice that she is angry and go on with your work.
b. Leave immediately and arrange for another health care provider to care for
Acknowledge her anger and listen patiently to her problem.
d. Tell her that you will send your supervisor in immediately.
You can often help an angry patient by sitting down with him and ___________
When dealing with an angry patient, it is helpful to:
a. Avoid taking it personally and becoming angry yourself.
b. Have the patient put his complaint in writing.
Pretend you do not notice that he is angry.
d. Avoid any contact with the patient until he is no longer angry.