"As a parent, I know that having a sick child can be very stressful and frightening, so I always try to put myself in the parents' shoes to understand their perspective. I seek to understand what is causing their frustration so that I can get to the root cause of the problem, then address it accordingly. I treat them with kindness and respect, and I'm always patient when working with pediatric patients and their families."

"I've had experiences with upset parents in the past, and it's often just a matter of miscommunication or lack of communication. I have found that I can often quickly identify the problem by listening and asking appropriate questions. Perhaps they don't understand the treatment plan, or they don't have realistic expectations. Taking the time to educate the parents and explain the "why" behind things often resolves the issues. It's important to be patient and respectful when working with parents, knowing they are going through a lot with their child being ill. Often, a simple act of kindness, like grabbing them a drink or blanket, will help diffuse the situation."

I have many experiences with upset parents in the past. What I quickly learned is that their anger and frustration always comes from a place of love. They are scared and worried about their child and are in a situation where they have little control. It is their job as a parent to protect their child and sometimes their anger towards staff comes from that. I always listen intently to their concern, validate their concern, and then try to determine how I can rectify the situation. Sometimes there hasn't been any wrongdoing by staff but there was just a lack of communication or the need for some education. Sometimes a simple apology and reassurance that the problem will be handled is enough to calm the parents and build their trust.