Adult Mental Health and Wellness

RASHAD: I mean, that definitely sounds like what I’m dealing with. This whole situation is just so frustrating. I just want to be able to do my job!

DEVON: You’re right, it’s definitely better to be able to provide patients with the information they need.

RASHAD: Yeah, for sure. I just don’t know how to make it so that I can do that.

DEVON: I know. I’ve been following the new protocols, and there are times when fitting everything in can be a real challenge.

RASHAD: Yeah. But I can’t keep trying to explain the science if it’s gonna be such a struggle every time.

DEVON: What would help you feel better?

RASHAD: I’ve been thinking about that. I mean, something’s gotta change. Maybe it’s time to tell the higher ups.

DEVON: Increased case load isn’t our fault, and we need to make people aware of the negative impact on patient care.

RASHAD: You know what, you’re right. I mean, I’m sure I’m not the only one who’s affected.

RASHAD: But, what if Marsha thinks it’s just me not being able to handle it? Maybe I shouldn’t say anything.

DEVON: Marsha wants our patients to get the best care possible, just like us.

RASHAD: Yeah, you’re right. I know she does. It’s just a little intimidating, since she’s, you know, the section head. But patients getting better care is in her best interest, too.

RASHAD: Yeah, I will bring it up with her. Thanks for helping me talk it out.

RASHAD: It’s been a few days since I talked to Devon. I’m planning on speaking with Marsha tomorrow.

RASHAD: I felt a lot better after talking to Devon.

RASHAD: She asked me questions, and it felt like she was really listening, and really cared.

RASHAD: She helped me to figure out what I was feeling, and acknowledge that those feelings were valid.

RASHAD: She reframed some things so I felt better about my options.

RASHAD: I feel pretty confident going into my talk with Marsha, thanks to Devon.

Effective Dashboard Example:

Overall Result: Exemplary. After thinking about the situation, Rashad realized what he’s feeling is probably moral distress. That realization is helping him process what’s happening and decide what to do about it. He decided to talk to Marsha. You reinforced his feeling that it’s the right thing to do. You also helped him prepare to have a productive conversation with her.

Feedback on Techniques:

Open-Ended Questions: You asked several good questions that could help Rashad address moral distress. That could help him avoid burnout and connect more with patients. For example, you said: “What about this is making you feel upset?” This question prompted Rashad to think about sources of distress, and its open-ended phrasing encouraged him to consider a broad range of possibilities.
Affirmations: You validated Rashad’s experience multiple times. For example, you said: “It doesn’t feel right that you can’t take time to help patients understand. That makes sense.” This affirmation of Rashad’s concerns helped him resolve his self-doubt.
Reframing: There were multiple times when you reframed Rashad’s frustration. For example, you said: “Marsha wants our patients to get the best care possible, just like us.” This acknowledged Rashad’s concern and emphasized that leadership could be receptive.