"I would always acknowledge the concern or complaint and listen carefully to better understand the situation. I never dismiss a complaint or concern, but rather work to make sure the patient and their caregiver is satisfied and feels comfortable with their care. I would always provide education or explanation if there was a concern or question about the treatment plan and if they still felt concerned, I would escalate it to my supervisor for support."

"Naturally, a caregiver or the patient themselves will have a question or concern about their treatment or the transition home. I'm always happy to provide further education, explain things carefully, or write down instructions for them to reference later. If they have questions, I take the time to answer them, and if I can't answer them, I make sure I send their question or concern to the nurse or doctor. If it's a complaint, I typically try to get to the root cause of the issue by listening and asking probing questions to help me better understand what is going on. If it's something I can resolve or help with, I will do so, but if it's a complaint about a staff member, the patient's care, or something similar, I will always escalate that to my supervisor."