As a Band 7 Manager, how you will handle a complaint about one of the nurses under your care?
As a Band 7 Manager, part of your duties will be directly managing the care that your staff provides to patients. You will field complaints when a patient is unhappy with their care. Your interviewer needs to know that you will handle them diplomatically and effectively.
"I would first sit down with the patient and get all the information and documentation I can. I always make sure I'm asking the right questions and keeping a level head. I would thank the patient for the feedback and assure them that it wouldn't happen again. Then, I would sit with my nurses in a respectful and non-accusatory setting to ask for their account of the situation. After I have both sides of the story and any documentation, I would proceed with the best course of action."
Focus on your coaching style and investigation and problem-solving skills. If a patient complains about one of the nurses on your team, it's your job to gather all the information and facts before deciding whether or not this patient's claims are valid. That is called evidence-based performance management.
