Describe a time you effectively handled a hostile patient or family situation? What was the outcome?
It is important to always remember that patients and families are under a lot of stress, and there is a difference between an angry patient or family member and a threatening one. It is difficult to handle or deal with patients or families that are frustrated with care, particularly when it is care that you've performed. Handling an emotional situation intelligently is difficult to do, but very worthwhile, as it improves patient outcomes. In general, it's always best to remain in the situation and speak professionally with warmth and authenticity. People begin to heal when they feel heard, and most people begin to lessen intensity when they feel their concerns are being taken seriously. When a patient or family member verbalizes being upset, the best thing to do is to stay in that space and let them begin to tell their story, without interruption or defensiveness, as long as you feel safe. Once you understand a little about what they are concerned about, ask some clarifying questions so that you know how to best elevate the concern or handle it. Pay attention to your body language, stay calm, and look for a win-win situation.
"I was working on a medical-surgical floor and a patient had gone to surgery. The patient's family member was waiting in the room. The surgery took longer than expected and crossed shift change. The morning shift left and I was not aware that the patient's family did not know of any updates. I was preparing my medications when I could hear the family member's elevated voice from the room. She was on the phone talking in a panicked voice telling someone that something was terribly wrong. I knocked on the door and asked if I could help her. She asked where her nurse was, and I told her that I was the new nurse. She was terribly upset that the other nurse did not give her an update. I told her that I would call the recovery room for an update and did so, and was instructed that the patient was in recovery and would be there a while. I told the family member, who was visibly relieved. I also ordered a tray from the cafeteria for the family member and took it to her, as she had been worried and waiting all day and she was grateful."
