— 照護管理 · MEDIUM · MCQ —
一位末期病人，家屬對照護計畫表達不滿。護理師應如何回應最為適切？
A nurse is caring for a client who is terminally ill. The client's family expresses frustration regarding the care plan. Which response by the nurse is most appropriate?
- ASuggest they speak to the hospital administrator建議他們與醫院行政主管討論
- BExplain that the facility has set procedures說明該機構有既定的程序
- CTell them the plan is decided by the doctor告訴他們計畫是由醫師決定的
- DAsk them to share their specific concerns✓ 正解請他們分享具體的擔憂
— Explanation · 中文詳解 —
面對家屬的不滿，護理師應展現專業的治療性溝通技巧（Therapeutic communication）。首要任務是「澄清與傾聽」，透過詢問具體擔憂（Specific concerns），護理師能了解家屬是因為對病情不了解、對照護品質有疑慮，或是單純因為面對親人臨終而感到無助。透過傾聽，護理師能建立信任關係，並針對問題提供實際的解釋或協助，而非推卸責任。
The most therapeutic response is to ask the family to share their specific concerns, as this validates their feelings and encourages open communication. By actively listening and clarifying the source of their frustration, the nurse can address misunderstandings, provide necessary information, and build trust rather than deflecting responsibility or citing rigid procedures.