護理師照顧一位臨終病人，家屬對照護計畫表達不滿。護理師應如何回應最為合適？
A nurse is caring for a client who is terminally ill. The family expresses frustration regarding the care plan. Which response by the nurse is most appropriate?
- ATell the family that they should be grateful for the care provided告訴家屬他們應該感激所提供的照護
- BRefer the family to the unit manager immediately立即將家屬轉介給單位主管
- CListen to the family's concerns and validate their feelings✓ 正解傾聽家屬的擔憂並肯定他們的情緒
- DExplain that the care plan is based on standard hospital protocols解釋照護計畫是基於標準醫院協議
面對臨終病人或家屬的負面情緒，護理師應展現治療性溝通技巧，即「傾聽與同理」。直接駁斥或強硬解釋政策只會造成對立。優先採取開放式傾聽，讓家屬抒發壓力，能建立信任感並更清楚了解不滿的根源，再進行後續照護溝通。
When facing negative emotions from a terminally ill client or their family, the nurse should demonstrate therapeutic communication skills, namely listening and empathy. Directly refuting or rigidly defending policy only fosters opposition. Prioritizing open-ended listening allows the family to express their stress, builds trust, and clarifies the source of their dissatisfaction, enabling effective follow-up communication regarding care.
美國護理重視家屬會議（Family Meeting），台灣則多由主治醫師主導，護理師需在兩者間協助協調。