What would you do if a patient complained to you about one of your coworker's conduct toward him/her?
This question aims to test your knowledge of internal procedures used within healthcare establishments. While the exact protocol for this may be specific to the place you're applying, there are general rules that should be followed by all healthcare providers, no matter which facility you work in. It is important to explain that all complaints must be taken seriously and be directed to the appropriate member of staff so that appropriate action can be taken. Emphasize that patient concerns should never be ignored.
"It is unfortunate that situations like this 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 him whatever information I have so that he can investigate the validity of any allegations and act accordingly."
"I've never had a patient complain to me about one of my coworkers. If I were faced with this situation, I would assure the patient that I will talk to my supervisor so that he can help address the situation. I believe it is important to let a patient know that any concerns will be addressed, 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."
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
First, I would want to know what the issue was and try to understand both sides. And at the same time, ask apology to the patient what might offend him. And talk to the coworker about the issue and help him or her what he would do not to offend other patients the next time.
Lauren's Feedback
Great start. You are client-focused, which is wonderful. I added language about policies and procedures the employer may have when faced with that particular scenario.
If faced with that situation, I would listen to the patient openly and non-judgmentally. I would apologize for their experience, and tell them the situation will be addressed. I would rely on the policies and procedures offered through employment training and follow through with necessary steps in that regard. If acceptable or applicable, I would discuss the feedback with my colleague and offer ways to prevent a similar situation from occurring in the future.
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