Nursing Case Study: Mrs. Jones, Conflict Resolution, and Patient Care

This case study presents the situation of Mrs. Jennifer Jones, an elderly patient with Meniere's disease, who experiences a fall and subsequent hospitalization. The assignment focuses on the ethical and practical challenges faced by a healthcare professional in advocating for Mrs. Jones's needs, particularly regarding her sensory impairments and emotional distress in a shared hospital room. The case study explores the conflict between the healthcare professional and a supervising Registered Nurse, highlighting the importance of conflict resolution skills, effective communication, and patient-centered care. The assignment requires outlining strategies for managing the conflict, advocating for the patient, and reflecting on how the situation could have been handled more effectively. It emphasizes the significance of active listening, building rapport with the patient, and promoting privacy and respect. The student also needs to identify the possible courses of action in promoting patient-centered care and how to improve communication skills.

Case Study
Mrs Jennifer Jones an elderly lady whose husband died less than six weeks ago.
When she was a young adult she was diagnosed with Meniere’s Disease and is
now in stage 3 (end stage) of the disease, having lost over 90% of her hearing
bilaterally. She suffers frequent dizzy spells and has difficulty coping in noise-
polluted environments due to the effects of overwhelming sound reverberations.
She continues to live alone in the family home and although her son lives
interstate, they regularly communicate using Auslan sign language via Skype.
Yesterday morning, Mrs Jones was found on her kitchen floor. She had
experienced a severe bout of vertigo and dizziness, and had fallen heavily on her
right side. She sustained a Colles fracture of her right wrist, bruising over her
right hip, and a badly sprained right ankle. Although there are no other physical
injuries, the fall has severely shaken her confidence.
You have been allocated to assist with the care Mrs Jones, who has been
transferred to the ward following surgical fixation of the right wrist fracture. Her
right ankle has been strapped in a special ‘boot’, although she is yet to attempt
to ambulate due to her residual vertigo.
The surgical ward consists of patients of both genders. When you tie back Mrs
Jones’s curtain, you notice she is visibly upset to realise that she is in a room
with three other young men. Whilst they (and their visitors) greet her, she
cannot hear what they are saying.
You are concerned that the hospital has overlooked Mrs Jones’s circumstances,
and feel worried that environment will cause major upset to her and her
recovery. You consult with your supervising Registered Nurse for a possible
solution.
The Registered Nurse listens to your concerns about Mrs Jones’s situation. The
RN explains to you that there are no spare beds and that nothing can be done
about the situation. She also informs you that Mrs Jones’s hearing loss means

she ought to be able to rest easily in that room, and instructs you to pull the
curtain around her bed and get on with your work.
When you come back to perform routine observations, you discover that Mrs
Jones is crying. She is distressed by having the curtains drawn as now she cannot
see, let alone hear, what is going on around her.
Continued………..
You are very frustrated and angry with the RN. While you are on a break you
decide to post your feelings on Face Book and discuss Mrs Jones’s situation.
Feeling angry and aggressive, you approach the Registered Nurse again. She
reiterates her position and states that it’s a hospital, not a hotel, and Mrs Jones
ought to appreciate she has a bed at all. Furthermore, she says most women
would love to share the room with those young men, and Mrs Jones should quit
complaining. She turns away from you.
You are aware that there is a patient, Mrs Myers, in a private room going home in
a day or so. Mrs Myers is ambulant, and has also previously spent time in the
shared area. You approach the Clinical Nurse Manager without consulting your
supervising RN. You discuss Mrs Jones’s situation and your ideas for a solution
with her. The CNM agrees with you.
1. As a result of voicing your initial concerns, there is now some
conflict between yourself and the supervising Registered Nurse.
a) Outline strategies to manage the conflict.
 Explain Mrs Jones’s situation to supervisor and what you think the
might be benefit with her.
 Ask supervisor for what you can do or help to support Mrs Jones
in this situation at the moment.
 Find a relax time to talk with supervisor
 Delete post on her facebook which may cause a conflict and
show an unprofessional behaviour.
 Discuss the situation with the Registered Nurse while promoting
conflict resolution skills like
 Listening to what is said and felt by the Registered Nurse:
Listening to what is said and felt by the registered nurse will

not only help me connect to my personal emotions and
needs but also connect to the personalities of the
Registered Nurse. Furthermore, listening is a significant tool
that triggered the opponent to respond by listening deeply
to individual grievances (Singer, 2018). Hence, listening to
the emotions and needs of the Registered Nurse shall serve
a significant role in ensuring my wants have been
considered.
 Making the conflict resolution process a priority rather than
winning (Wallensteen, 2018): During the negotiation with the
Registered Nurse, I shall remain respective to the nurse and
her view points. I shall also avoid engaging into arguments
with the Registered Nurse. This is a fundamental conflict
resolution mechanism to promote effective relationship
during the process. A good relationship with the registered
nurse might increase the likelihood of upholding my desires
in the process.
 Focusing on the current issue: While engaging in the
conflict resolution process, it is important to focus on the
present and avoid basing the discussion on the past
grudges. In the discussion with the Registered Nurse, it is
important to avoid looking for the past and assigning
blame. I shall look means to handle the current situation
and help the patient. In so doing, I shall avoid the
reappearance of the past grudges hence increasing the
likelihood of upholding my desires for the patient.
 Be willing to forgive: With respect to conflict resolution
strategies, it is impossible to solve differences if you are not
willing to forgive others. Therefore, with respect to the
situation at hand, it is significant to forgive the Registered
Nurse. This will strengthen our relationship and reach a
consensus regarding the situation.
b) Discuss how you may have managed this situation more
effectively while advocating for your patient.
 Be active listening to the patient and make her feel that she does
not be ignored.
 Asking her in a proper time and place about her feeling or her
requirement.
 Explain the situation to her and let her know that you and related
health care person try to resolve the problems.
 Build a relationship with her to make her trust and share her
concern.
 Advise her for call bell if she need any helps.
 Discuss with supervisor to update situation and follow up the
progress of her report.
 Promote effective communication skills while negotiating with the
Registered Nurse regarding the condition of the patient through
(Farwell, and Arakelian, 2016):
 Promoting peace and respect to the Registered Nurse in
order to avoid the occurrence of conflict.
 Use of convincing statements so as to promote
consideration of patient needs and wants.
 Emphasize on the importance of patient-centred care in
promoting patient’s outcome.

 Listen to the thoughts and wants of the Registered Nurse
be willing to appreciate and respect her views regarding
the situation.
 Explain the condition of the patient fully to the Registered
Nurse so that she may have a clear picture of the situation
at hand.
 Promoting the privacy of the Registered Nurse by avoiding
posting our discussion on the Facebook as this might
distort our relationship hence negatively impacting the
wellbeing of the patient.
 Make use of non-verbal communication cues while
negotiating the situation of the patient with the Registered
Nurse so as to express the real picture of the situation and
lure an appealing decision from the Nurse.
 Identify the possible courses of action in promoting
patient-centred care so as to avoid differences while
negotiating with the Registered Nurse about the condition
of the patient.
References
Farwell, J.P. and Arakelian, D.J., 2016. Using information in contemporary
war. Parameters, 46(3), p.71.
Singer, L., 2018. Settling disputes: Conflict resolution in business, families, and the legal
system. Routledge.
Wallensteen, P., 2018. Understanding conflict resolution. SAGE Publications Limited.