Nurse Shondra is caring for a patient, James Jackson, with a severely low hemoglobin and red blood cell values. The physician has ordered one unit of packed red blood cells. Shondra finds that there is no signed patient consent for blood products on the patient’s chart. Shondra approaches the patient to inform him of the new orders and states, “I noticed you did not have a signed consent form for blood products, so I am going to contact your physician to get that consent signed.” Mr. Jackson glares at Shondra and states, “Oh no! You’re not going to give me any of that blood. I’ve told everyone I don’t want any blood, and no one listens to me. You know I’m a Jehovah’s Witness, right? None of you know what’s going on around here!”

1.

How can Nurse Shondra use PCC principles to help resolve this incongruence between Mr. Jackson’s preferences and the physician’s order for blood administration?

2.

What empathetic communication techniques can Nurse Shondra use with Mr. Jackson to promote PCC?