Certified Nursing Assistant (CNA) Prometric Practice Exam

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Prepare for the CNA Prometric Test with our quiz. Use multiple choice questions and flashcards with hints and explanations to master the material and ace your exam!

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What is the first step a nurse aide should take when a family member of a terminally ill resident complains about care?

Investigate the complaint immediately
Listen quietly to what the family member is saying
Apologize for any inconvenience
Contact a supervisor for assistance

The correct answer is: Listen quietly to what the family member is saying

Listening quietly to the family member is essential as it allows the nurse aide to fully understand the concerns being expressed. This step involves being attentive and demonstrating empathy, which is crucial in a high-stress situation involving terminally ill residents. By listening, the aide can gather important information about the family member's feelings and specific complaints, without interrupting or dismissing their concerns. This approach can help to build rapport and trust, which is particularly important in end-of-life care settings where emotions can run high. Taking the time to listen also sets a foundation for addressing the issue appropriately afterward, whether that involves investigating the complaint, apologizing, or seeking assistance from a supervisor. It’s vital for healthcare providers to validate the feelings and concerns of family members, as this can have a significant positive impact on their experience and peace of mind during a challenging time.