During impact and retreat phases, how should the healthcare worker respond?

• A. Should challenge the patient to face reality
• B. The healthcare should continue to be supportive but should not respond to the patient's attitude or take anything personally
• C. Ignore the patient's cues
• D. Rush education

Answer: (B)

During impact and retreat phases, patients are often overwhelmed and emotionally reactive as they begin to process a new situation. The most effective approach for the healthcare worker is to stay supportive and empathetic, while not becoming defensive or taking the patient’s attitude personally. This keeps the therapeutic relationship intact and creates a safe space for the patient to express emotions, which is essential for eventual learning and adjustment. By maintaining professional boundaries and focusing on support rather than confrontation, you help the patient feel understood and less isolated, making it more likely they’ll engage with education and care when they’re ready.

Challenging the patient to face reality can provoke resistance or defensiveness; ignoring cues misses an opportunity to acknowledge feelings and maintain rapport; rushing education can overwhelm someone who is emotionally processing the situation.