Table 1: Conflict scenarios between nurses and patients.
Categories Subcategories Conflict Scenario
Furious When returning to the ward at around 21:00, a young nurse said arrogantly, "You were sure gone a long time." Why say that so rudely without first asking about my situation?
I asked you not to tell my parents about my medical stay! Today, my mother came to visit and told me she had heard from the nurse about my condition! What is going on here?
My mother, who cannot move on her own, was taken to a common room in a wheelchair and was left there and forgotten for about 3 hours! What's more, I heard about this from the patient in the bed next to hers! What is happening?
Without saying anything to me, the nurse silently took the continuous passive motion device I was using for rehabilitation, even though the practice session was not yet finished! Whatever for?
After gastric surgery, the nurse failed three times when trying to insert the IV drip! My surgery was difficult and Iwanted a nurse to help me, but the nurse failed with the injection. Can she be considered competent?
Maybe the hospital feels like home, or something. But the nurse spoke to my father, who is more than 80 years old, like she was speaking to a child! Unbelievable!
I was discovered in a pachinko parlor by the nurse on the nurse’s day off. "Why did you tell on me nurse! “I cannot trust the nurses anymore!”
My immune system is growing weaker during my steroid treatment! Nurses do not visit me following visits to other patients to make sure I do not get infected!
The mother of a child patient requested: “We measure her urine volume at home, so I want the hospital to do the same during her hospitalization.” But the nurses do not do so because her medical condition doesnot require it. Make the hospital like home!
I was asked by nurse A when trying to learn about my dietary intake, “How much did you chow down?” What the heck? (This is so inappropriate)
Why would a nurse open a box of dialysate with a box cutter! What if the box breaks?
I asked the nurse to change the direction that the bed is facing, but the nurse didnot pay any attention. This was despite the fact that it is a private room. Why not?
When I came to the hospital from work, my child was still asleep, even though I told the staff to wake her up by 3 o'clock! With that, my child won't fall asleep at night and our schedule will get disturbed!
I don't know if someone was hospitalized in the middle of the night, but when I was finally about to fall asleep, I heard loud voices of nurses from near the hospital cafeteria. Why do they need to speak so loudly for such a long time at such hours!
I was told by a nurse I never got along with, “Return to your room for an evacuation drill!” I said to her, “Why are you the one telling me?”
Dissatisfied Visitors of patients in the room are noisy, and I am having trouble getting enough rest. The nurse pretends not to see the problem. Can anything be done?
I finally became pregnant at the age of 35. I can't help but feel uneasy because the pregnancy is going poorly. The nurse says my situation is not a big deal, perhaps because she is accustomed to patients that are critically ill. The nurse’s senses are probably numb.
Loud laughter can be heard from the nurse station. Why? This is despite the fact that we patients are suffering so much.
I was informed about a drug that will reduce my wife’s level of consciousness at the end stage of her cancer. I asked the doctor, "Is this euthanasia?" The nurse grinned and said, “Sedation.” An unscrupulous response.
In the ICU after surgery, the nurse was speaking loudly, and even when I said “Please come see me; I am in pain,” the nurse didn't come immediately. That was awful.
I said we were there for my husband’s rehabilitation, and the nurse said to me, “I will have him sit in a wheelchair for three hours starting today.” Her decision was completely unilateral; are my husband’s wishes not important?
I called and explained the situation in detail on the telephone to undergo an emergency examination on a holiday, but then I was asked to explain again from the beginning to the nurse who came on the line next. I was the one who was sick, though.
I went to the hospital because of severe dizziness after an operation. The nurse said to me, "If it is this level of dizziness, you can return home after the IV drip." I was hoping she would sympathize a bit more with my situation.
When I consulted with the head nurse about the bad attitude of the nurse in charge today, the head nurse responded to me while sitting on the other side of the counter even though I was standing. What on earth is that attitude all about?
After my operation, I was worried because my back still hurt. When I asked the nurse, “Please take me to the bathroom in a wheelchair,” I was told callously, “You should be able to do it yourself.” That was harsh.
I told the nurses I would do anything for my mother. After I finish work, I assist with meals, do laundry, among other things. It is strange that the nurses do not do all that much!
When I asked a nurse to be allowed to go to the bathroom while I was being administered an IV drip in an outpatient setting, the nurse said, “It is dangerous; please use a catheter.” I cannot urinate in a bed. I wanted the nurse to take me to the bathroom...
The nagging patient in the bed next to me is always hot and is always lowering the air-conditioner temperature without saying anything, which makes me feel incredibly cold. It is hard for me to say anything, so I would like the nurse to do something about it...
When I told the nurse my desired date to make an appointment at the clinic, the nurse said to me, “Choose another date; the doctor will be attending an academic conference.” Why would the nurse use such honorific language for the nurse’s coworker, the doctor, but use a commanding tone for me, a patient?
I asked for my medical records to be disclosed to me. I found that my facial expression when I was diagnosed with breast cancer was described in the nursing record as “upset.”It was insensitive for the nurse to use such an expression.
Disappointed I heard from a nurse that the medicine to prevent asthma would be an out-of-pocket expense for me. I wanted the nurse to inform me of the amount, because it was expensive at \20,000. I was sure surprised later when the bill arrived.
The nurse came into my room and, without so much as a word of greeting, silently changed the IV drip solution and left. I want the nurse to at least look at my face.
The nurse measured my blood pressure and asked about my condition but the nurse continuously looks at the monitor. I want nurses to look at my face.
I want the nurse to come to the room and talk a little more, rather than only saying without looking at my face, “Were you able to pass gas?” I know they are busy, of course…
A nurse comes into my room and often forgets her used gloves on the bed, or moves around roughly making a bunch of loud noise. Why is that?
When I tried to confirm whether it was my regular doctor who performed my hip surgery, the nurse said, “What will you do if I tell you?” “What do you do when you know it?” Is it a crime to even ask?
I was awakened early in the morning only to have them fail to collect blood from me twice...I donot want to have any more done to me today. Why can't everything be done smoothly?
Nurse A said about the head nurse that is trusted by everyone, “That head nurse is really cool!” What does that mean, anyway?
In the same ward and room where a mother and child were staying. “Before giving birth, I heard that my husband and parents were the only ones who could visit. But since my brothers have come, they should be allowed to visit for a bit!”
In the outpatient waiting room at the department of ophthalmology, the nurse ran by hurriedly and hit me on the way. Can this place do a proper examination on me, I wonder?
When I asked the nurse for warm water for taking my medicine, the nurse said, “We do not have any.” The assistant who was listening to it later brought me a glass of warm water from the nurse station. That was kind of sad...
The nurses donot close the curtains for me to adjust my maternity belt. The other patient in the room is a woman, but other people might come to visit her. I cannot tell this to the nurse, who has helped me so much.
It has to be difficult for nurses, and I cannot expect them to always smile, but I would like them to smile a bit when we look at each other.
Even though the meal was cut into small pieces for me, a block of cheese was also served. When I said to the nurse, “Is this not strange?” the nurse said, “Tear it up into pieces by hand and eat it that way!” I couldnot believe my ears. That kind of language?
I hadnot completely woken up in the morning, but normally, the nurse who brings my meals would wake me up and start setting up for the meal. I was just left there…
Other Responsible Party Does my family need to pay for the taxi my father with dementia used to return from the hospital on his own? What is the responsibility of the nurse who is tasked with taking care ofmy father who has dementia!
After arriving at home, I found out that the nurse had given me a medicine that was different from the what was prescribed by the doctor. When I called by telephone, I was asked to return to the hospital with a cheery voice, “Please come to pick it up.” Why?
Distrust A patient in his 50s was not notified of his cancer based on the strong request of his family. “Even if the patient were to undergo treatment, the situation wouldnot improve and would only worsen.” Itis hard, but is it really okay to leave things as they are? Nurse!
They said that the discharge procedures would be completed in the morning, but itis already noon! Is that nurse doing her job?
When I was in the outpatient area, I heard the staff say “That person’s armpits smell...” Terrible!
Difference in sensibility When I visited the outpatient clinic after my discharge, I was told by the ward nurse to bring a pouch before being discharged from the hospital, but I didnot understand the instructions so I didnot do so. It would be better if such instructions are explained in an understandable language.
On the day of my surgery, the nurse performed the procedures at tremendous speed. But I was confused about what I had to do. The nurse should keep her pace in line with mine.
When I called out to the nurse who happened to be in the room, I was told coldly, “I am not in charge." Even if you are not in charge, you are a nurse here, right? That is a bit of a bad attitude…
Parents of a child patient:“Nurses should divide their working hours by the number of children, stay with them for XX minutes a day and read them books and hug them!”
As I was walking down the corridor, I saw a female patient laid down on a stretcher wrapped only with a bath towel waiting for her turn to be bathed. It was a surprising sight!
I had a fever and was hospitalized because I was told “Maybe you're infected.” Nurses come to the room with equipment such as caps, masks, and goggles. They looked at as if I was contaminated.
Dissatisfaction I was told that a new nurse would also assist with the work of helping me take a shower. I refused, but the head nurse insisted, so I put up with it. But in the end, if the helper is just not going to do anything anyway, one person would be way better!
When it is hard to understand the doctor’s explanation, it is difficult to tell the doctor directly. It would be nice if in such cases the nurse could naturally understand the issue and communicate with the doctor for me.
Personal Information At the clinic where my nurse friend works, my friend told me that my medical record says I am a complainer. To be identified as a complainer makes me feel bad, but the fact that my friend told me that confidential piece of news is unbelievable.
Self-determination I know my condition requires treatment, but I am worried about my job. “I am leaving the hospital at my own risk! Nurse, donot force me to stop.”