Patients are in pain, crisis, confused, or perhaps just difficult and refusal of care can be confusing and disruptive to a busy certified nursing assistant's day. Patients refuse care despite the best efforts of the worker. It's normal so it's great to have a ready answer for the interviewers. Most interviewers are seeking employees who are readily able to effectively manage situations such as these. Your response should demonstrate interpersonal skills, empathy, and communication skills at the very least.