During your shift in an assisted living facility, a resident becomes visibly upset, speaking loudly and pacing in their room because they believe their lunch tray was delivered late. What is the most appropriate first action for the HCA to take?

Question: During your shift in an assisted living facility, a resident becomes visibly upset, speaking loudly and pacing in their room because they believe their lunch tray was delivered late. What is the most appropriate first action for the HCA to take?

Answer options:

• Tell them calmly that their tray was on time and they are mistaken.
• Leave the room and ask another HCA to manage the situation. ✅ Approach the resident calmly, make eye contact, and listen attentively to their concerns.
• Immediately call the LPN to report the resident's behaviour.

Correct answer: Approach the resident calmly, make eye contact, and listen attentively to their concerns.

Explanation: Approaching calmly and actively listening are initial steps in de-escalation, showing respect for the resident's feelings and providing an opportunity for them to express themselves. Correcting them immediately or leaving the situation can escalate their agitation.