At times, the family of a patient may have questions about the quality of care that a family member is receiving. These concerns should be taken seriously—ignoring them increases the risk of a lawsuit. Moreover, a nurse should not argue with the family or defend him- or herself, a coworker, the health care provider, or the facility. Active listening is the critical communication skill that must be applied at such times.

When family members question the quality of care, ask them to clarify what they believe to be the problem. The nurse needs to provide education about nursing routines, policies, procedures, and within the limits of confidentiality, the patient’s care plan. If the concern is not a nursing issue, the family will find it helpful to be guided to the answers to their questions. A nurse can ask the health care provider, nursing supervisor, or another appropriate person to speak with the family, if appropriate. All unresolved concerns about the quality of care should be reported to the nursing supervisor or manager. This essential, professional communication is the national standard of ethical care as delineated in the American Nurses Association (2015) Code of Ethics for Nurses with Interpretive Statements. The nurse’s capacity to listen carefully and respond appropriately without agreeing with family members’ points of view may be all that it takes to resolve patient or family concerns.