Kaiser Permanente Mock Interview
Practice 37 Kaiser Permanente interview questions covering integrated care, patient-centered values, and healthcare teamwork.
Question 28 of 37
How would you handle communicating bad news to a colleague or patient at Kaiser Permanente?
How to Answer
Example Answer
Community Answers
Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.
Whether you are interviewing to join Kaiser Permanente's nationally ranked neurosurgery team or in claims processing on the insurance side of their business, the reality of the healthcare world is that their members will be delivered difficult information daily. If you are being considered for a patient-facing role there, your interviewer will need to be confident in your ability to be honest, empathetic, and professional in these situations. If you have direct experience delivering bad news to someone on the job, use your best discretion to talk about this while maintaining patient confidentiality. As you discuss how you will handle this with Kaiser Permanente, make sure to highlight how providing the right setting and speaking in the proper tone will be aspects you prioritize.
Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.
"I've spent many years coordinating patient appointments and greeting patients in a clinic setting. There have been many times when a provider's schedule suddenly changes and I've had to make the call to patients to let them know their appointment would have to be rescheduled. This typically doesn't go over well with them with access being difficult, but I let them know of the situation and give them all options for rescheduling as soon as possible. I make sure to tell them that we are very sorry for the situation and that I'm willing to help them. With Kaiser Permanente, I think these skills I've developed will be key in my work with your members."
Interview Coach
Jaymie
A real coach, not AI. I read every answer myself and write back with personalized feedback.
Typically responds within 24 hours.
0 - Character Count
Anonymous Answer
Delivering bad news to a patient is very difficult. My approach is to be empathetic, soft-spoken, and truthful. In my current position, when a patient has a post-procedural pneumothorax that requires a chest tube and a hospital stay, I gently explain what happened, the need for the chest tube, and the hospital stay.
Amanda's Feedback
Balancing empathy with honesty is key when communicating bad news. You've shared a pertinent example that illustrates you know how to deliver difficult news in a professional setting. Consider sharing how patients react to the way you communicate. For example - Does your ability to calmly share facts with empathy and answer any follow-up questions help patients relax and adapt to the change in their situation?
Anonymous Answer
Communicating bad news is never easy. As an operation supervisor at Chase, I had to give a bad review about a new teller at the end of his probation period. I did so in an empathetic and compassionate tone and in the end, had a conversation about how I could further support him to improve his skills and knowledge. I was able to be assertive but also show my caring nature.
Jaymie's Feedback
You began your answer with empathy and compassion! This was a great example to share with the interviewer as it highlights your ability to be professional, kind, supportive, and direct when faced with this type of situation. Great job!
Anonymous Answer
I would not try and beat around the bush because it will always be hard delivering bad news to someone. When giving someone bad news I try to be empathetic while still being honest so that the news does not seem as bad. I had an incident when I was working in the food industry where a customer was waiting for a long time for their food and I could tell that they were getting impatient. When I told them the wait time on their food I offered them a cup for a free drink while they waited to make their wait not as bad.
Jaymie's Feedback
Being direct is an excellent approach to take when delivering bad news. Nice job taking the extra step in your response to provide an example of a time you had to give a customer bad news and how you made an effort to ensure they still had a positive experience. That will transfer well into the role at Kaiser Permanente.
Unlock All 37 Kaiser Permanente Questions
Prepare for behavioral and clinical questions unique to integrated healthcare interviews.
Get StartedJump to Question