How do you deal with angry family members in the Nursing Home setting? - page 2
Say you are the supervisor and have a family member come to you, obviously angry, and state that her mother hasn't had her shower today and that she pays good money for her to get the care she was... Read More
0Sep 29, '12 by echoRNC711Patient/families want to hear 'I am sorry " 'I hear you" 'How can I make this better for you "
At an interview they may want you to uncover the root of the problem and address that person directly.
I have never been a supervisor but in this role you are expected to place your own feelings in your pocket.
Is the problem really how it sounds or is the family responding to a cumulative affect of feeling ignored up until now.
Pt act out from fear and the solution is to re establish trust. After assuring that you will correct the issue. Engage with the family to re establish a connection and atmosphere of trust. Reassure them you will return to make sure its done. On return be warm, maybe introduce a little humor.
Bare in mind an interviewer is looking for how you would respond ideally and that is the answer they want.
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0Sep 29, '12 by DezyIt seems strange but did she want to hear " I'm sorry let me grab whoever should have done it?"
0Sep 29, '12 by CapeCodMermaid, RNSo if you get a second interview, find out what the "right" answer is and let us know.
0Sep 29, '12 by LTCNS, LPNQuote from CapeCodMermaidI will. I'm very interested to know because I have responded to family members in this same scenario on multiple occasions and usually respond with "I completely understand your frustration as I would feel the same as you in the situation. I will get right on it and make sure your mom gets her shower before the end of the shift."So if you get a second interview, find out what the "right" answer is and let us know.
99% of the time that has been enough to satisfy the family member. I always follow up, even giving the family member a phone call if he/she has left before mom could get her shower, to let them know it was taken care of. I have had family members tell the Administrator and DNS I was the only nurse, in all the years mom or dad had been at the home, who actually took the time to call and follow up with them.
I'm definitely not too proud to say I'm sorry as I have said it many times to family members and residents, so maybe I need to add that in should the scenario be played out in the second interview.