Question

A mother arrives for her 10:30 appointment a few minutes late, carrying a very upset and crying 4-month old boy. The mom says, "I am very sorry I am a little late; it was hard to get him here. He's so sick!" Without looking up, Judy sighs heavily and says, "You're going to have to wait now, three people are ahead of you." Judy turns her chair away from the mother and mumbles, "Firşt, you need to fill out this new paperwork." Judy cannot see that the young mother is very upset. Judy hands her the paperwork, again without looking at her. The mom asks, "Can I have a pen, please?" Judy rolls her eyes and searches her drawer for a pen. She hands her the pen as she picks up and answers the phone.

1. What could Jody have done to improve the interaction with the mother?
2. What could the mother have said to Judy to improve the situation?
3. If Judy had looked at the mother and baby are there any clinical signs she should be aware of?

Answer 1

Judy could have improved the interaction by showing empathy and being attentive. The mother could speak up about her child's urgency. Judy should check for clinical signs like difficulty breathing or unusual skin color.

Step-by-step explanation:

To improve the interaction with the mother, Judy could have shown empathy and understanding from the beginning. Effective communication and a compassionate attitude are vital when handling interactions in a medical office. Acknowledging the mother’s situation and addressing her with a calm and attentive demeanor would likely have made the experience less stressful for both the mother and the child.

The mother could have communicated her child’s state more assertively, possibly saying, "My child is very unwell; is there any way you could help us sooner?" to clearly communicate the urgency of their visit.

If Judy had looked at the mother and baby, she should have been attentive to signs of severe illness in the child such as pale or blue skin, difficulty breathing, lethargy, or a high-pitched cry; any of which could indicate that the child should be seen more urgently.