Assignment Task:
Mary Sue Timmons, RN, was working the 3 to 11 pm shift in the medical-surgical unit at Memorial Hospital when one of her patients began complaining of a headache. The patient also appeared to be very anxious and his blood pressure was 184/110. Mary Sue immediately called the physician and reported the patient's symptoms and vital signs. The physician ordered Valium 5 mg IV and said he would be there to see the patient very soon. Mary Sue repeated the verbal medication order and received confirmation from the physician before hanging up the telephone. She then immediately wrote the verbal order in the chart and ordered the medication from the pharmacy. Mary Sue also requested a package insert for the Valium because she had never given that medication IV before. Just as Mary Sue received the medication from the pharmacy and began to read the package insert, the physician arrived and asked if the medication had been given. When Mary Sue began to explain that she had just received the medication and had to read the package insert, the physician exploded and said, "I am the doctor and I am the only one who needs to know anything about the medication. You are here to follow my orders!"
Questions:
Q1. What positive communication techniques can Mary Sue use to reassure her patient while she is out of the room calling the physician and preparing the medication?
Q2. What positive, assertive communication techniques should Mary Sue use in responding to this physician?
Q3. What negative techniques must Mary Sue avoid when responding to the physician?
Q4. How should Mary Sue respond to this physician?