Question

A patient tells a PCT, "I don't like the staff that works overnight here because I ring the bell to get up to go to the bathroom, and nobody ever comes. Please don't tell anyone because I don't want them to ignore me more." Which of the following actions should the PCT take?

A) Keep the information confidential as requested
B) Share the information with the night staff to improve care
C) Report the patient's complaint to the nurse immediately
D) Confront the night staff about the issue

Answer 1

The PCT should report the patient's complaint about the night staff's response times to the nurse immediately, as this ensures patient safety and allows the nursing staff to address and resolve the issue appropriately.

Step-by-step explanation:

The patient's complaint to the Patient Care Technician (PCT) is related to a concern about their care, specifically regarding response times to requests for assistance during the night. Although the patient has requested that the complaint be kept confidential, the PCT has a professional responsibility to ensure patient safety and quality of care. Therefore, the correct course of action for the PCT would be to report the patient's complaint to the nurse immediately (Option C). Nurses are responsible for supervising PCTs and addressing patient concerns, and they can take steps to investigate and resolve the issue while maintaining patient confidentiality.

By reporting to the nurse, the PCT allows for proper channels to be followed, safeguards the patient's well-being, and maintains a professional approach without directly confronting the night staff, which may lead to unnecessary conflict or defensiveness.