A practical nurse (PN) is caring for an adult client who expresses deep dissatisfaction with the care provided by a nursing assistant on the previous shift. The client states, "I am very upset and I want to file a formal complaint." Arrange the actions the PN should take in the correct chronological order to advocate for the client's rights. (Place the first action at the top and the last action at the bottom.)
- 1Listen attentively to the client's concerns without interrupting or being defensive.
- 2Inform the client of the grievance process and provide the necessary facility forms.
- 3Notify the nursing supervisor or designated patient advocate about the client's intent to file a complaint.
- 4Document the interaction, the client's expressed concerns, and the interventions provided in the medical record.
Answer
The correct sequence is to first listen to the client's concerns, then explain the grievance process and provide forms, followed by notifying the nursing supervisor, and finally documenting the event.
Advocating for a client who wishes to file a grievance follows the nursing process: first assess and listen, then implement interventions (informing and assisting), report to the appropriate authority, and finally document the entire sequence of events.
Step-by-Step Solution
Key Concept
Client Rights: Grievance Process and Advocacy