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NHS Team Leader Mock Interview

Question 2 of 30 for our NHS Team Leader Mock Interview

NHS Team Leader was updated by on January 15th, 2023. Learn more here.

Question 2 of 30

Have you ever had to de-escalate a situation with a patient or patient's family member who was upset at staff?

"In my current role, a few months ago, a patient walked in and demanded to be seen. This person was not our patient, and our clinic was already overbooked that day. The front staff let the person know that we could not take walk-in patients and that he would have to call our main office to register as a new patient, and then they would schedule him for an appointment. He was agitated and yelled at our receptionist in front of a room full of patients. I came to the front desk and asked him to step out into the hallway with me. I first ensured he wasn't having a medical emergency, as even if he is not our patient, it's my duty to help someone facing a critical medical situation like chest pain. He had a toothache and wanted something for the pain. I reiterated what our front staff had told him and explained that we had an obligation to treat our current patient load and respect their time so they could provide adequate care to those already waiting. I provided him with a list of walk-in clinics in the area and an emergent care dentist's office. In this situation, it was important to remove him from the main office where he was causing a scene while also trying to provide him alternate solutions so he could get the care he needed."

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How to Answer: Have you ever had to de-escalate a situation with a patient or patient's family member who was upset at staff?

Advice and answer examples written specifically for a NHS Team Leader job interview.

  • 2. Have you ever had to de-escalate a situation with a patient or patient's family member who was upset at staff?

      Why the Interviewer Asks This Question

      Your staff will have to handle agitated, frustrated, or downright angry patients. Issues like this will often get escalated to you as the team leader. Healthcare leaders at the forefront of patient care will be expected to handle these situations with compassion and professionalism. This question allows you to discuss how you've previously handled cases like this.

      Written by Ryan Brunner on January 15th, 2023

      Tips

      Give an example of a time you dealt with a problematic family member of a patient and describe the situation and how you resolved the conflict. Some great things to discuss are how you actively listened, remained calm, empathized with the patient's feelings, and then took action to provide a mutually great result.

      Written by Ryan Brunner on January 15th, 2023

      Answer Example

      "In my current role, a few months ago, a patient walked in and demanded to be seen. This person was not our patient, and our clinic was already overbooked that day. The front staff let the person know that we could not take walk-in patients and that he would have to call our main office to register as a new patient, and then they would schedule him for an appointment. He was agitated and yelled at our receptionist in front of a room full of patients. I came to the front desk and asked him to step out into the hallway with me. I first ensured he wasn't having a medical emergency, as even if he is not our patient, it's my duty to help someone facing a critical medical situation like chest pain. He had a toothache and wanted something for the pain. I reiterated what our front staff had told him and explained that we had an obligation to treat our current patient load and respect their time so they could provide adequate care to those already waiting. I provided him with a list of walk-in clinics in the area and an emergent care dentist's office. In this situation, it was important to remove him from the main office where he was causing a scene while also trying to provide him alternate solutions so he could get the care he needed."

      Written by Ryan Brunner on January 15th, 2023

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