Tell me about a time you had a conflict with a patient or client.
"As a recent graduate, I don't have much formal work experience with patients, so I've never had a conflict with a patient. I anticipate challenging situations from time to time, and if I were to have an issue with a patient, I would first take a step back and try to determine the root cause of the problem. For example, is there an obstacle causing the patient to be frustrated, or was there a miscommunication in a session that led to a mistake or confusion for the patient. Remaining positive and keeping a level-headed approach would be beneficial while demonstrating empathy and a genuine desire to resolve the conflict. If there was a conflict, say with billing or another area that would be outside my scope, I would be sure to find the appropriate person to assist them with their concerns."
"I once worked with a patient who would often be extremely late or even no-show appointments. She would have a variety of excuses, from transportation, work schedule, childcare issues, etc. I understand that life happens, and we're all late from time to time, but she wouldn't call ahead to tell me when she would be late or not come in. I addressed the concern with her, explaining that it's hurting her progress by not staying on track with appointments and check-ins, and shared with her how it impacts other patients when the schedule is thrown off and how that time is valuable and could be used by a patient in need when she would no-show. I worked with her on solutions by offering appointment times after hours that accommodated her work and childcare, but the issues continued. I got to a point where I let her know we would be billing her a certain rate for not showing up to appointments and the expectations to continue her care. That seemed to work, and she would miss appointments less frequently. It's frustrating when patients aren't invested in their health and even more frustrating when it starts to impact the practice and other patients, but it's important to show empathy in these situations and to try and find a resolution that works for both parties."
As a dietician, you will likely encounter a minor conflict with a patient at some point, no matter which healthcare setting you work within the NHS. The interviewer can learn a lot from your answer about your communication skills, ability to de-escalate situations, work under pressure, and problem-solve. Assure the interviewer that you understand the potential reasons there may be a conflict, then give an example of a situation you've encountered and techniques you used to de-escalate or resolve the conflict.
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