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Management Workbook

Promoting the Development and Understanding of Management Issues for Pre-Registration Nurses

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Scenario 2 - Managing a Challenging Situation

You have been caring for Miss White over the last several days and this afternoon are approached by her sister who expresses concerns regarding the nursing and medical care Miss White has been receiving. Miss White herself has not brought any issues to any of the staff.

Question 1

Question 1: As a staff nurse how would you initially attempt to deal with this situation?

Question 2

Question 2: If you yourself were unable to resolve the issue whom would you refer the patient's sister to?

Question 3

Question 3: If the relative stated that they wanted to make a formal complaint what would you advise?

Question 4

Question 4: What do you consider is the most appropriate place to document these types of occurrence and why is it important to document events such as this?

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