Script

SCRIPT

K: I feel so lonely. I don't think this antibiotic will work to help treating my infection. (looking away from the nurse)

W: You feel lonely. Is there a reason made you feel lonely? (direct eye contact)

S: The nurse uses open questions and use basic empathy, what stage is this?

K: I have UTI. My husband left me. I don't think the antibiotics will help me right now?

W: I get the sense that you are really upset with what happened to you. I am wondering if you also feel hurt by it?

S: The nurse used advance empathy to build rapport with the patient.

W: It would be beneficial for you to make some lifestyle changes to reduce the risk of complications from your diabetes

K: I don't think I need to change anything. There's nothing wrong with the way I'm living right now! Leave me alone!

S: The nurse is providing patient education to the patient but the patient does not feel she needs to change anything. What stage is this? What else is going on with the patient?

***patient is getting angrier*** Should diffuse the anger before it escalates.

W:

Bob Sakec is a 40 year-old-male client who has come to you for his scheduled blood test. As you are preparing him, you notice he looks stressed and sad. You don't want to ignore this so you ask him how he is and he replies, "I don't know. I'm at a loss. I don't know what to do. " You remember what you learned in your communication class and you ask him, "What is it that you don't know what to do?" He replies, "I