Can’t We All Get Along?

It seems that the theme for nurses this week is how do we resolve problems.  Many of us approach problems from a reactive stance, that is, we tend to respond by getting upset, angry and feel indignant that this is happening.

Stepping back from the situation, we can get clear on what is really going on and what it is that we want to create.  If animosity and defensiveness is what you seek, you will respond from a reactive posture.  However, if you want to create goodwill in reaching a win-win goal, then respond from a proactive position of working together.

A nurse working in an ICU along with 3 other staff were caring for 8 patients.  When 1 patient coded, 3 nurses responded, which left 1 nurse for the 7 remaining patients.  Then, the condition of a second patient deteriorated, which went unnoticed by the 1 nurse because she was busy with the needs of the other 6 patients.

Subsequently and unfortunately, the second patient did not survive.

The upset nurse went into her manager’s office, slammed the code report on the desk and said, “THIS is what happens when we DON’T have enough staff!”   She is lucky she did not get fired.

Now, in our thoughts, let’s step back for a second and take another look.  What would have happened had she sat down, collected her cool and approached her manager using her G.I.F.T.S.  “We just had a situation where a patient’s condition deteriorated without our knowledge because we were busy with a code in another room.  I know that’s not what you want to happen on our unit and in this hospital.  How can we work together to make sure that in the future we will have the adequate staff to prevent another situation with this possible outcome?”

I am sure that she would have received a much better response.

Before you address a problem with someone, think about what you want to create with that person: what is your intention and what is the result you want from your supervisor?

Think about the prices you are willing to pay to talk to your manager.  I am aware that a lot of nurses have a fear of being fired, but approaching such a situation in a positive win-win might attenuate that.

If you are willing to pay all the prices, including the possibility of being terminated … then go for it!  Knowing what you want to create helps to set up a win-win so that you can get the best possible outcome.

If you yourself are in a tough situation such as the one I described here, try this approach.  And let me know how it goes.  Leave your comments below.