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 promised her mother would get. Family member was told that her mother's CNA wasn't there and nobody seemed to know who was responsible for seeing her mother got her shower. What would you say to the family member? How would you resolve the issue?
This question was asked of me in an interview today and apparently I didn't give the right answer
I will tell you all how I answered later, but would first like to see how others would have answered so I can see if I was wrong. Thanks!
Sep 27, '12
by LTCNS, LPN
Quote from CapeCodMermaid
There is a book out there which describes the benefit of saying I'm sorry especially when it comes to an angry family member.I think I'd say "I understand why you're upset. Let me see if I can find out what happened. In the meantime I'll make sure your mom gets her shower".
That sounds good. I have been going over the whole scenario in my head and realized I probably should have added what you said about finding out about what happened. Not sure that would have been good enough either. Maybe I should practice on my husband LOL!!
So how does this sound? Assuming, according to the interviewer, I am called back for a second interview:
"Hi Mrs. Jones. What can I help you with today?" (Mrs. Jones tells me the problem)
"I understand your concern Mrs. Jones so let's start from the beginning. Tell me what happened when you came onto the unit." (Mrs. Jones tells me why she believes her mother didn't get her shower and what she was told)
"Yes Mrs. Jones. I understand. I value your input as a family member and appreciate your concern. I can assure you that I will personally look into the matter so that we can work as a team in resolving the issue so that it doesn't happen again. I will also ensure that your mother gets her shower today. Is there anything else I can help you with?"
After Mrs. Jones was satisfied, I would then speak with the Memory Care Aides in private and do a mini in-service with them to ensure they understand how to handle the situation in the future.
Last edit by LTCNS on Sep 27, '12
Sep 28, '12
by LTCNS, LPN
Quote from itsmejuli
I can't help but wonder why you asked "is there anything else I can help you with?"
This statement can come off as condescending if you're not careful, its almost like getting blown off. Also, if the client's family had other concerns they would have raised them without you asking.
I see your point although I didn't answer that way in the interview. That was just a sample answer to pick some brains on here.
I suppose I was thinking it would let the daughter know I was interested in hearing any other concerns she might have. Didn't think about it sounding condescending and I would never want to come across that way.
In my many years of experience conducting care plan conferences, most family members always seemed to appreciate it if they were asked if there was anything else we, as an interdisciplinary team, could help them with. I had my care plan hat on.
Quote from CapeCodMermaid
I don't think it's admitting neglect because someone missed a shower. Just apologize and try to make sure it doesn't happen again.There is the distinct possibility that the resident DID have a shower but forgot it.Frankly it's an odd question to ask in an interview. The only really wrong answer would be to ignore the complaint and the complainer.
I agree it was an odd question. She really put me on the spot and when I didn't answer the way she thought I should I was reprimanded. She did make the statement that she realized she put me on the spot and wants to give me another go at it. I can only hope that question doesn't come up in the next interview. All I would know to say is "There really is no *right* answer since different managers would handle the situation in the best way they see fit. The best I can do is make sure the issue is resolved and let the daughter know I do care about her concerns, and will make sure her mom gets the care she needs."
The interviewer put me through a lot of scenarios but that one had me completely stumped. No matter what I said about how I would handle the situation, it was wrong in her eyes.
Last edit by LTCNS on Sep 28, '12