Despite our best efforts in providing care, sometimes there are family members who are unhappy with the care the patient is receiving. Tell me how you would handle such a situation.

"I have dealt with many situations like this in my nursing career, and I have found that usually, the family member just needs someone to listen to their concerns and reassure them. I have rarely had situations where I had to escalate the complaint to my supervisor. I actually dealt with such a situation a couple of weeks ago, when I was caring for a pediatric patient who was severely injured in an accident. The patient's family members were beside themselves with worry and grief, and after a couple of days, began to complain about the care they were receiving. I did not take offense to the complaints, but instead, I listened to the family members' concerns and then reassured them that my colleagues and I were doing everything we could, and we would continue to do so. Having this reassurance helped ease the family's concerns, but I think they really just needed to express their frustrations."