Focus on resident needs and concerns includes:

When given orders to perform a task:

1. The aide has the responsibility to make sure they understand the directive.
2. The aide ignores the task if they don't know how to do it.
3. The aide has the responsibility to say when he/she has/n't been trained to do a task.
4. The aide does everything the charge nurse says, immediately.
5. 1 and 3

1 and 3

• The aide has the responsibility to make sure they understand the directive.
• The aide has the responsibility to say when he/she has/n't been trained to do a task.

When using the telephone/intercom system

1. Identify area, yourself and position, write down all messages.
2. Use it to page overhead during devotions
3. Speak rapidly because time is precious

1. Identify area, yourself and position, write down all messages.

Non-verbal behavior during interactions may include

1. Body position and facial expression
2. weight
3. color of clothing
4. turning away while someone is speaking to you
5. 1 and 2

1. Body position and facial expression
2. turning away while someone is speaking to you

Attitudes which promote good communication are

1. Stubborn silence
2. courtesy, empathy, controlled emotions
3. constant chatter of staff or other residents
4. voicing prejudices

2. Courtesy, empathy, controlled emotions

Certain information may not be given to the family by the aide, such as

1. diagnosis
2. medical status
3. doctor's orders
4. resident's routine on your shift
5. 1,2 and 3

5. 1,2 and 3

A demanding, angry family may be due to

1. cleanliness of facility
2. guilt about placing family member in nursing home
3. good care by aides
4. their desire to stir up trouble for you

2. guilt about placing family member in nursing home

Pain, changes in income, separation from loved ones and changes in retirement plans may be cause for

1. pleasure at nursing home placement
2. anger
3. hostility
4. grief
5. all of above

2. anger

3. hostility

4. grief

Upon learning information abut a resident that could result in his/her harm, the aide should immediately report this to

1. his/her teammate
2. charge nurse
3. administrator
4. state

2. charge nurse

When noting a change in a resident's behavior or physical condition the aide should

1. be sure to tell everybody at break
2. report to the charge nurse on the unit
3. wait and see how the resident is tomorrow
4. ignore it, because it's the charge nurses responsibility

2. report to the charge nurse on the unit

Should you learn of information about another aide that could, or does interfere with he/her performance at work, you should

1. report to charge nurse or supervisor
2. confront the aide when on break
3. ignore it because nobody is perfect
4. alert the other aides to watch out for see if they agree

1. report to charge nurse or supervisor

Complaints from the resident and visitors

1. should be ignored because everybody complaints
2. must be sympathized with especially when they are right
3. referred to charge nurse or supervisor
4. handled by you because you are the one they told

1. referred to charge nurse or supervisor

When dealing with families it is important to remember that

1. families usually don't bother to talk with aides
2. feelings of grief, guilt and/or inadequacy may be present
3. all problems with families should be handled by the CNA

2. feelings of grief, guilt and/or inadequacy may be present

1. Signs of abuse
2. Requests for non-routine information regarding patient (e.g. diagnosis, chart information)
3. Inappropriate staff behavior

When you notice a resident's call light

1. notify charge nurse
2. ignore if the resident isn't your assignment
3. answer it as soon as it goes on. Turn it off when you enter the room, being sure to replace it where the resident can reach it.

3. answer it as soon as it goes on. Turn it off when you enter the room, being sure to replace it where the resident can reach it.

1. Sender
2. Message
3. Receiver
4. Confirm receiver understand message