Ch. 27 Communicating w/ Unpopular Clients (exam 3 E-Res article)

Question 1

Who are unpopular clients (14)?

Answer 1

Those that…

1. grumble/complain
2. indicate lack of enjoyment at being in hospital
3. imply they’re suffering more than nurses believe
4. have conditions nurses feel could be better cared for in other units or in specialized hospitals
5. require more time and attention than are deemed warranted
6. complaining, uncooperative, or argumentative
7. have severe complications, poor prognoses, or difficult diagnoses
8. require extensive explanations, reassurance, or encouragement
9. of low social value
10. of low moral worth
11. have unchosen stigmas (such as sexual orientation, gender, race, or ethnicity)
12. have illnesses considered to be “their own fault” (ex. alcoholism or lung chancer from heavy smoking)
13. have fear-causing conditions (such as highly-contagious or incurable diseases or violent tendencies)
14. engender feelings of incompetence in nurses (they have conditions about which nurses know little)

Question 2

What are nurses’ typical reactions to unpopular clients (7)?

Answer 2

1. frustration and impatience w/ “grumblers and moaners”
2. afraid of being trapped by complainers
3. irritated that unpopular clients waste their time
4. incompetence to provide necessary care for complications cases and psychiatric clients
5. relief when “unmanageable” clients transferred
6. dissatisfaction with their jobs
7. changes w/ their health (e.g. insomnia/anorexia)

Question 3

What are strategies to deal with negative attitudes and prevent antagonistic behavior toward unpopular clients (3)?

Answer 3

1. put yourself in the client’s place and imagine what things are like from his/her view
2. treat all clients with courtesy and provide care that meets standards for nursing practice, regardless of whether we like our clients
3. extend compassion, administer effective nursing interventions, and minimize evidence of our dislike

Question 4

What is stigma?

Answer 4

Societal and self-perception of shame or a flaw

Question 5

Stockwell reported that foreign clients, those hospitalized longer than 3 months, those with some type of physical defect, and those with a psychiatric diagnosis appear significantly in?

Answer 5

The unpopular client group

Question 6

How do nurses act towards the unpopular clients (15)?

Answer 6

1. ignore or avoid demanding clients
2. indicate to demanding clients that others need their attention more
3. label demanding clients as nuisances or hypochondriacs
4. showing reluctance to provide necessary care if clients are thought to act improperly (e.g. repeated lewd behavior or aggressive language)
5. scolding and reprimanding
6. administer tranquilizers and sedatives to control clients’ behavior
7. recommend transfer and discharge
8. request psychiatric consultation to manage unruly behavior
9. extend minimal adequate care
10. withdraw from peers
11. become critical of the profession or institution
12. withhold pain meds
13. ignore clients’ call lights or bells
14. being cool, detached, intensive
15. feeling guilty

Question 7

What characteristics do popular clients have (9)?

Answer 7

1. able to converse readily w/ nurses
2. know nurses’ names
3. able to joke and laugh w/ nurses
4. determined to get well again
5. cooperative and compliant w/ therapeutic regimen
6. can be managed by routine methods
7. rarely complain of pain/discomfort
8. minimize trouble they cause staff by being cooperative

Question 8

How do nurses act toward popular clients (4)?

Answer 8

1. enjoy interacting w/ clients who are “fun,” and have a good sense of humor, are easy to get along with, and are friendly
2. give superior care and do more for popular clients in the long run
3. treat them more leniently
4. give them special favors and readily fill ordinary requests