Sunday, March 28, 2010

Appropriate Responses

Had an incident yesterday where a CNA that I work with found it necessary to confront a resident who had complained about her.

Really? Someone explain to me why this is a good idea.

There's only two proper responses to a resident complaint: Silence or an apology. Confronting a resident is never a good idea.

Luckily for the CNA, the resident didn't want anything further done. Technically, this would be abuse and the CNA could have come under investigation.

Some days I wonder if people unplug their frontal lobes before coming to work. Grr.


rtfgvb7824 said...

IS VERY GOOD..............................

Frances Shani Parker said...

While serving as a nursing home hospice volunteer, I saw a patient with dementia slap a CNA so hard one day, I thought she would fall over. I had not seen the CNA do anything to provoke this attack. To this day, I still recall with admiration how the CNA regained her composure and walked away, while another CNA immediately intervened by calming the patient. Together these two CNA's handled a potentially explosive situation in an "appropriate" manner.