Communication Case Study
Monique Montoya
University of Phoenix
Patricia Tran
HSC/350
May 25, 2015

Communication in the health care field is an important task in order to achieve optimal patient outcome. Nurses usually spend the most time with the patient during their time of sickness. Therefore, the nurse caring for a patient has to be able to delegate other personnel in a manner that will not only get the task done, but also have the delegate doing the task willingly.
Most common communication styles are passive, aggressive, and assertive. Hansten and Jackson give great examples for each communication style. First scenario is of aggressive nature. The nurse uses word to belittle the CAN. As result the CAN felt resentment and thinking about revenge. The nurse should have approached the CNA in a more assertive manner. In the second scenario Pam, the school nurse, handles the situation in a passive manner. If she would have approached the situation with the volunteer in an assertive manner, Pam should have addressed the volunteer about the situation. This situation might cause for Pam to feel resentful towards the volunteer. Most beneficial approach was in the third scenario. Rosa explained her expectations to the Mable, the surgical technician, in an assertive manner. When leading patient with assertiveness, the leader ensures that issues are addressed directly and effectively. Assertive communication displays confidence in their decisions and their delegations.
From my own experience, I had a recent experience on my unit that I could have handled differently. A fellow more seasoned nurse had a declining patient during the night. I was the charge nurse on the unit. The tech on the unit made me aware of the condition of the patient. When addressing the nurse caring for the patient, she really was not aware of the history or current condition. The nurse told me “She was like this all night and the doctors are aware of it.” I suggested calling the rapid response team to have the patient assessed. The nurse told me it was not necessary since the doctors were aware of her condition. Nevertheless, I called the house supervisor to assess the patient and her suggestion. The supervisor told the nurse to hang some fluids and wait until the morning to call the doctor. In this situation I should have been more assertive, since my “gut feeling” told me to call the rapid response team. Next day I asked about the patient and I found out that she was in critical condition and transferred to ICU. This situation showed me that as the team leader I should have not be intimidated by the more seasoned nurse’s input and advocate for patients when needed. From that moment forward I told myself that I would rather call a code and look stupid then not call a code and the patient suffers.

References
Hansten, R.I & Jackson M. (2009) Clinical delegation skills: A handbook for professional practice. (4th ed). Retrieved from the university of Phoenix eBook database.