Tell me about a time you had to de-escalate a situation with a patient's family member who was upset at clinical staff.

"When I was in clinicals, family members were often reluctant for us to care for and treat their family members because we were less experienced. I never took it personally and never became defensive. I would let them voice their concerns and address them calmly and professionally, reassuring them of my training and qualifications and my instructor's oversight. I would allow them to ask questions and answer them to the best of my ability, but if they still refused, I would excuse myself and find a staff member to assist."

"I once had a patient with a chronic illness, and the family member would often come to me and complain that their brother was in pain and no one was giving him medication as scheduled. I took the time to listen to her concerns, and because we keep such detailed records, I was able to pull out his file first to check to be sure I had permission to speak to the family member, then show her the schedule that her brother was provided medication, on time. The staff had not missed any doses. I notified the charge nurse and physician of the concerns so they could discuss other treatment options with the patient and his sister to find ways to manage his pain more effectively. It boils down to communication and being patient and compassionate. I always advocate for my patients and voice their concerns with the appropriate clinical team members as necessary."