A Patient with Burn Injuries Has Had Good Coping Skills

Multiple Choice

A patient with burn injuries has had good coping skills for several weeks. Today, a new nurse is poorly organized and does not follow the patient's usual schedule. By mid-afternoon, the patient is angry and loudly complains to the nurse manager. Which is the nurse manager's best response?

A) Explain the reasons for the disorganization, and take over the patient's care for the rest of the shift.
B) Acknowledge and validate the patient's distress and ask, "What would you like to have happen?"
C) Apologize and explain that the patient will have to accept the situation for the rest of the shift.
D) Ask the patient to control the anger and explain that allowances must be made for new staff members.