Personal Characteristics

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A Patient has the right to:

  1. Considerate and respectful care.

  1. Obtain complete, current information concerning diagnosis, treatment, and prognosis

  1. Receive information necessary to give informed consent prior to the start of any procedure or treatment.

  1. Refuse treatment to the extent permitted under law.

  1. Privacy concerning a medical-care program.

  1. Confidential treatment of all communications and records.



  1. Reasonable response to a request for services.

  1. Obtain information regarding any relationship of the hospital to other health care and educational institutions.

  1. Be advised of and have the right to refuse to participate in any research project.

  1. Expect reasonable continuity of care.

  1. Examine bills and receive explanation of all charges.

  1. Be informed of any hospital rules or regulations.

Conflict Resolution

  1. Causes of Conflict

    1. Opposition of opinions or ideas

    1. Difference in personalities

    1. Break down in the lines of communication – misunderstanding occurs

    1. Prejudices or preconceived notions

    1. Lack of respect or trust between individuals

Conflict Resolution continued

  1. Three principle levels of conflict

    1. Need conflict – requires problem solving; most successful resolution because there is more than one way to meet needs.

    1. Emotional conflict – generates physiologic responses (heart rate increases, increased blood sugar, and blood flow to the extremities increases) not conducive to rational problem solving.

    1. Value conflict – difficult to resolve; best way is to agree to disagree and work around differences. Open discussion aimed at clarification can help resolve differences.

Conflict Resolution continued

  1. Prevention of conflict and improving communication

    1. Do not “feed into” other people’s negative attitudes.

    1. Try your best at all times to be personable and supportive of coworkers.

    1. Refrain from passing judgments on others or stereotyping them. Coworkers should show respect for one another and try to be tolerant and nonjudgmental.

    1. Do not gossip. Act professionally at all times.

    1. Do not jump to conclusions. Ask questions for clarification.

Conflict Resolution continued

  1. Four basic outcomes of conflict

    1. Passivity and domination


    1. Avoidance


    1. Compromise

not totally desirable

d. Collaborative problem solving

most desirable
What’s Right With Rights?
Directions: Read the following situations and determine which patients’right is involved and then answer the questions.

  1. The nurse asks you to put 232 on the bedpan. What’s wrong with this?

  1. A new patient is admitted to the 3 North. You see that his name is listed as John Downs. You enter the room to answer the call light. You begin talking to him. How do you know what name to call him?

  1. You enter a patient’s room. You tell him that he/she is going for an IVP and you need to get him/her a gown for it. He/she has puzzled look on his/her face. What should you do?

  1. A patient who is paraplegic asks you, “Will I ever be able to walk gain?” What do you say?

  1. You go into the room to turn the patient in bed. He/she says, “Don’t touch me. I just got comfortable.” Do you turn the patient any way?

  1. You are in the elevator, and two people behind you are discussing Mrs. Ravanal, a difficult patient on their unit. What’s wrong with this conversation?

  1. You are going to catheterize a patient. The blinds on the window are open, and the door ajar. What needs to be done to ensure the patient’s privacy?

  1. A patient assigned to you asks if his/her grandchild can come visit. What is your response?

  1. You walk into a patient’s room for the first time on your shift. You say to him/her “Hello, my name is Dominique, and I’m your Health care assistant for today.” Your name tag is visible, and the patient looks at it and says, “O, yes, Dominique. I am Mr. Perez. What are you going to do to me today?” What do you say?

Ethics and Professional Standards
Application Questions

  1. A nurse assistant has not been taught to give enemas. However, she gives one to a patient because she is afraid she will lose her job if she refuses to do so.

  1. A medical assistant asks a patient “ May I take your blood pressure?” The patient refuses because “I don’t think you know how to do it.”

  1. You are eating lunch in the hospital cafeteria with some co-workers. A co-worker asks you “ Do you think Mr. Jones will make it through the abdominal surgery?” How do you respond? Why?

  1. A patient’s wife gives you a twenty (20) dollar bill because you have given her husband such good care.

  1. You are a geriatric assistant. A patient asks you to witness his will by signing the will.

Health Care Systems

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