How to Answer: What would you do if a patient complained to you about one of your coworker's conduct toward him/her?
Advice and answer examples written specifically for a Licensed Practical Nurse job interview.
8. What would you do if a patient complained to you about one of your coworker's conduct toward him/her?
How to Answer
This question aims to test your knowledge of internal procedures used within healthcare establishments. While the exact protocol may vary depending on where you're applying, there are general rules that should be followed by all healthcare providers, no matter which facility you work within. It is essential to explain that all complaints must be handled thoughtfully and directed to the appropriate authority. Emphasize that patient concerns should never go ignored.
Written by Heather Douglass on February 16th, 2020
Entry Level
"It is important that the patient feel listened to and that their feelings are validated. I would be sure never to provoke the situation by taking sides. I would ask many discovery questions and document everything to a tee. Then, I would take my understanding of the situation to my immediate supervisor for action and ultimate resolution."
Written by Darby Faubion on January 22nd, 2019
Answer Example
"It is unfortunate that situations of misconduct ever occur. However, when they do, patient safety and concerns should always be acknowledged. If a patient presented a complaint to me, I would notify my immediate supervisor and give them whatever information I have so that they can investigate the validity of any allegations and act accordingly."
Written by Heather Douglass on February 16th, 2020
Experienced
"I've never had a patient complain to me about one of my coworkers. If faced with this situation, I would assure the patient that I would talk to my supervisor so that they can immediately address the situation. I believe it is essential to let a patient know that any concerns will be resolved but to not 'choose sides,' as this can make the situation worse. I believe that leaving the responsibility of investigating the complaint with my supervisor is the most appropriate action to take."
Written by Rachelle Enns on February 16th, 2020