If a client reports mistreatment by staff, what should the nurse do first?

• A. Confront the staff member.
• B. Ask patient to describe what happened so you can assess and determine course of action.
• C. Document the report in the chart.
• D. Ignore until more information is available.

Answer: (B)

Listening to the patient and getting a full description of what happened is the first step because it centers the patient's experience, validates their report, and provides essential details to assess safety and determine the next actions. By asking the patient to describe what occurred, you gather specifics—what happened, when, where, who was involved, and whether there were witnesses—and you can judge immediate risk and the appropriate course of action, such as reporting through the proper channels and arranging support.

Confronting the staff member right away can escalate the situation and bias the investigation, and ignoring the report isn’t acceptable or safe. Documentation is important, but it should reflect the patient’s account after you’ve obtained it, ensuring accuracy and a solid basis for any required reporting. This approach supports patient safety, trust, and proper follow-up.