[Verified Answer]: You are working as a medical assistant in a…

You are working as a medical assistant in a hospital on the acute care wing where very ill patients stay for an average of three days. These patients have several problems that need to be monitored and the doctors typically write orders for data to be collected at least every four hours on each patient; even during the night. You are working the over night shift and enter a patient’s room to collect his blood pressure reading as ordered by the physician. You quietly knock on the door, quietly introduce yourself and ask if you can quick take a blood pressure reading so he can get back to sleeping. The patient rolls over and explodes: “Dammit! This place is ridiculous! You come to the hospital because you are too sick to manage at home and NO ONE will let you sleep for more than two hours before they come in here asking some stupid question or asking to take some stupid vital! I NEED SLEEP MORE THAN I NEED ANYTHING ELSE. Why don’t you just march yourself right out of this room and pretend that you couldn’t wake me up. I am sick and tired of being poked, and prodded and my arm being squeezed and people I never seen before coming into and out of my room!” Answer the below questions for scenario #2: 1. L: What are you “hearing” from an information standpoint and an emotion standpoint? What I am hearing from an informational standpoint: . What I am hearing from an emotional standpoint: . 2. A: Formulate an apology that does not place blame on anyone else. Complete this statement; “I’m sorry .” 3. S: Propose two possible solutions to this problem that you can discuss with your patient. a. . b. . 4. T: What will you thank him for? .