Every now and again we have to deal with a difficult family member and one weekend Heather was in that position. She thoroughly reviewed the patient's case and asked the nurse to alert her when the family member arrived. She knew it was a tough topic for the family member, "discharge process," but she knew she had to speak with him and discuss options and how when the patient was stable, she would eventually be transferred to a facility chosen by the family. This discharge had been an issue for multiple days and the family member was holding things up. This particular day was a weekend and Heather was preparing the family for the upcoming week and what could possibly be her discharge week.
This family member became irate with Heather even though she as being very respectful and simply explained the process. As she should, she politely excused herself for her safety and spoke with a calmer family member outside of the room regarding options. In my opinion, Heather entered the conversation prepared and polite. There had been discussions with this family member many times and he was known to get upset, but that didn't stop Heather from doing her job the best she could. Dedication!