How do you handle situations where patients express concerns or dissatisfaction with their care?

Sample interview questions: How do you handle situations where patients express concerns or dissatisfaction with their care?

Sample answer:

Handling Patient Concerns and Dissatisfaction

1. Listen Actively: Allow the patient ample time to express their concerns without interruption. Demonstrate active listening through verbal cues (e.g., “I understand,” “Please tell me more”) and non-verbal cues (e.g., eye contact, attentive body language).

2. Validate Emotions: Acknowledge and validate the patient’s feelings. Empathy shows that their concerns are taken seriously and helps build rapport. Avoid dismissing or invalidating their experiences by saying things like, “That’s not a big deal.”

3. Gather Information: Ask clarifying questions to obtain a complete understanding of the patient’s concerns. This may involve reviewing medical records, speaking to other healthcare providers involved in the patient’s care, or observing the situation to gather additional data.

4. Explore Solutions: Collaborate with the patient to identify possible solutions that address their concerns. Consider their preferences and goals while providing evidence-based information and exploring options that are realistic and feasible.

5. Take Ownership: Take responsibility for the situation and show a willingness to work with the patient to resolve the issue. Avoid blaming others or suggesting that the patient is at fault.

6. Follow Up: Regularly check in with the patient to ensure their concerns have bee… Read full answer

   Source: https://hireabo.com/job/2_0_1/Licensed%20Practical%20Nurse%20%28LPN%29