In managing a disgruntled family member on the unit, what is the appropriate action for the registered nurse?

• A. The UAP handles the situation
• B. The nurse ignores the behavior
• C. The nurse calls security
• D. The RN escorts the family member off the unit

Answer: (D)

Safety and crisis management on the unit require the nurse to step in when a family member is disruptive, setting boundaries and directing actions to protect patients and staff. The registered nurse has the training to assess risk, use calm, clear communication, and apply de-escalation techniques. If behavior remains disruptive or safety is threatened, the nurse should take steps to remove the person from the immediate care area to safeguard patients and allow care to continue. Escorting the family member off the unit demonstrates taking control of the situation in a professional, compassionate way while maintaining a safe environment. Having a unlicensed assistive personnel handle the situation is outside the appropriate scope of their role and could miss crucial risk assessment and de-escalation steps. Ignoring the behavior is unsafe, and calling security is appropriate when de-escalation fails or risk escalates; however, initiating the escort off the unit is an appropriate first active step when it can be done safely, reflecting the nurse’s responsibility to protect patients and maintain orderly care.