In the UK, a nurse receives a formal complaint from a patient about the nurse's communication. What should the nurse do?
Correct answer: B. Listen respectfully, record the concern and follow the process
- A. Defend every action before hearing the patient's concerns
- B. Listen respectfully, record the concern and follow the process
- C. Ask the patient to withdraw the complaint before discussion
- D. Discuss the complaint with other patients for advice
Explanation
The nurse should listen respectfully, document the concern accurately and follow the organisation's complaints procedure. The NMC Code requires nurses to respond honestly to complaints and cooperate with investigations. Defensive responses or discussing the matter with other patients breaches professionalism and confidentiality.
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About The NMC Code and Professional Accountability
The NMC Code is organised around prioritising people, practising effectively, preserving safety, and promoting professionalism and trust. Accountability includes working within competence, obtaining consent, communicating clearly, keeping accurate records, maintaining confidentiality, delegating safely, raising concerns and acting with candour, while distinguishing personal professional responsibility from organisational policy.
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