When a patient requests a course of action that conflicts with policy, what is the recommended first step?

• A. Deny the request immediately
• B. Explain the policy and rationale to the patient, consider alternatives that align with policy, and seek supervisor input if needed
• C. Refer to external authority
• D. Agree if requested by patient

Answer: (B)

When a patient asks for a course of action that conflicts with policy, the first step is to communicate the policy and the reasons behind it in clear, respectful language, then explore alternatives that comply with the policy and involve a supervisor if you need additional guidance. This approach maintains trust by being transparent about constraints, helps the patient understand why the request can’t be fulfilled as asked, and keeps care within approved guidelines. It also creates space to discuss safe, policy-aligned options that may still address the patient’s goals.

Denying the request outright can erode trust and leave the patient feeling dismissed. Referring to external authority bypasses internal processes and may not resolve the issue within the care setting. Agreeing to a request that violates policy sets a precedent for unsafe or non-compliant practice.