I recently had a patient that was upset not specifically at the nursing staff but at physical therapy because they came into work with him and he was a post hip patient, this patient was non-weight bearing on the left leg. He vented to me that he was VERY unhappy with what had happened, he said that "When I stood up the one girl just pulled on my left leg, saying i was putting weight on it, when I wasn't". I asked him to tell me how he was feeling and if he felt it was intentional? I was just letting him talk …show more content…
I apologized for that happening. I am not sure the exact events that had happened but I have worked with this specific physical therapist a lot and I know she would never intentionally harm a patient, my overall goal was to make sure the patient felt heard and acknowledge that what happened was not okay. He had made a complaint to the med surg manager and she came and spoke to us about it.. I stated what he had told me but said that I was not sure the exact events that transpired. For this situation I utilized the strategy of recognizing the conflict in attempt to prevent escalation, I was proactive in addressing his concerns, I actively listened to him, I remained calm, and I defined the problem so there was no miscommunication (Johansen, 2012). I feel the