The+Power+of+Apology

I remember the day I went to work looking at the Operating Room schedule thinking how hard it was going to get thru this day. Twenty six cases were scheduled; we have five nurses on staff four rooms were running with little room for delay. The first lap banding went smoothly the second in the room had a diagnosis of sleep apnea and several pulmonary conditions. He woke up from anesthesia swinging his arms. I was looking at the monitor observing his pulse oximeter reading diminishing rapidly. His air exchange was minimal. He needed to be re-intubated as the Anesthesiologist was screaming orders. We administered medications, reapplied the monitors as the other nursed rapidly entered the operating room to render assistance. I work in a small Community Hospital, with some of the best nursing personnel I have ever worked with. When there is a crisis everyone is there to help. The patient was given medications and re-intubated and transferred to the recovery room. He had experienced a laryngeal spasm post operatively. Time had lapsed quickly; the next patient scheduled for surgery was delayed over 45 minutes. When the day was almost completed the last patient scheduled was over two hours delayed. I had gone out to see the next patient scheduled for a laparoscopic sleeve gastrectomy after completing the pre op assessment I informed her I would be transferring her to surgery shortly. I was relieved for lunch by my co-worker who opened the necessary surgical supplies and prepared the room with the surgical technician. When I returned to the same day unit she was complaining that she had seen patient after patient being transferred past her to surgery. I apologized to her stating that sometimes the patients are having different surgeries and the times assigned to arrive for surgery were estimated. What I was trying to explain without actually letting her know there was a problem with the previous patient. I didn’t want to alarm her. It was apparent the Physician caring for her was not aware of her unhappiness he was delayed caring for another patient. She was very angry; her responses to my questions were short and abrupt. I asked if anyone had accompanied her to the hospital she stated her husband was with her but had gone to get something to eat. She had explained he was a diabetic and they had waited a long time and he felt ill. I felt terrible for her delay. Although it was not anything I had done wrong I wish I had not told her she would be going to surgery shortly. I wish I had gone back to her bedside and properly informed her of a delay. I wish I had asked the same day nurse if she was kept informed of what was occurring. In hindsight the next time if I tell a pt. they will be going to the operating room shortly and do not for whatever reason I will go back and inform them of the delay. When we finally arrived in the operating room I apologized to her again and told her I would hold her hand as she was going off to sleep. She looked up at me and told me how scared she was. She had seen the patient who had been intubated being transferred out of the unit and was afraid it was going to happen to her. I wish I had better informed her and the physicians involved of her concerns. As stated in Communication The Key to the Therapeutic Relationship. Page 10 To be effective as a professional nurse, you also need to know how and when to communicate with other members of the healthcare team. (Communication By Pamela McHugh Schuster page 10)
 * Module 3 “Therapeutic Communication and The Power Of Apology” **