HESI RN CAT Exit Exam Related

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An angry client screams at the emergency department triage nurse, 'I've been waiting here for two hours! You and the staff are incompetent.' What is the best response for the nurse to make?

  • A. The emergency department is very busy at this time.
  • B. I'll let you see the doctor next because you've waited so long.
  • C. I'm doing the best I can for the sickest clients first.
  • D. I understand you are frustrated with the wait time.
Correct Answer: D

Rationale: The correct answer is D because it demonstrates empathy and acknowledges the client's feelings without admitting fault. By saying "I understand you are frustrated with the wait time," the nurse validates the client's emotions and shows a willingness to listen and address concerns. This response can help de-escalate the situation and build rapport.

Choice A is incorrect because it doesn't directly address the client's emotions. Choice B is incorrect as it prioritizes the client based on their anger rather than medical need. Choice C is incorrect as it may come off as dismissive of the client's feelings and lacks empathy.