NHS Band 4 Dental Nurse Mock Interview
Master 30 NHS Band 4 Dental Nurse interview questions covering clinical protocols, patient care, and NHS values.
Question 13 of 30
How do you handle a patient who complains a lot?
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Jaymie Payne is passionate about talent acquistion and has nine years of experience in corporate and healthcare recruitment.
"If I have a patient that I feel is frequently complaining, I usually try to address the root issue. For example, if it's a simple complaint about the temperature in the office, I have no problem getting them a warm blanket to make them more comfortable. Perhaps they are just nervous, and that nervous energy is coming out in the form of negativity, or maybe no one explained the process, procedure, or the why behind a recommendation to the patient. Often, a lack of understanding can lead to the patient feeling frustrated and negative, resulting in complaining. I do my best to answer their questions, reassure them and keep a positive tone. Sometimes a little encouragement and reassurance will help reduce their complaints."
Jaymie Payne is passionate about talent acquistion and has nine years of experience in corporate and healthcare recruitment.
In this role, you will likely work with patients of all ages. It's only natural that, at some point, you will encounter a patient who complains about their experience. Demonstrate to the interviewer that you can acknowledge their concerns, actively listen to identify the issues and address them, and treat the patient with kindness, respect, and empathy. This question allows the interviewer to gain more insight into your personality and demeanor and how you respond to difficult patients. If you provide an example, be sure not to share the patient's name or other identifying information. If you don't have a specific example to share, walk the interviewer through your process to identify and address the complaints.
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