How do you approach dealing with an angry patient, and why?
"I think it is important to try and find out what has made the patient mad. If it is something such as not being called as quickly as he had expected, a simple explanation regarding what caused the delay may help calm him."
"There are a couple of different approaches and safety is, of course, the most important thing to consider. A patient who is angry could become combative which could result in injury to him, to my staff, or to other patients. I feel the best approach is to ask what has made the patient upset and try to resolve the underlying cause, if at all possible."
Knowing how you will handle a difficult situation will tell the interviewer if you have the right attitude for this job. Being a medical manager means you have to deal with people from very different backgrounds and with varying personalities. Give the interviewer an example of how you would handle an angry patient.
"I believe acting calmly and speaking rationally is a great way to calm someone who is angry and I try to be the voice of reason without making someone feel that I am belittling them."
