How do you deal with angry family members in the Nursing Home setting?

[LTCNS]

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! :)

[anon456, BSN, RN]

I am honest and try to validate their feelings to build trust. Then I apologize and let them know the situation will be corrected. I never throw my co-workers under the bus but I also let them know how it must be frustrating or whatever. I am not too proud to say Im sorry it was a busy day and an urgent situation came up that prevented me from doing the bath or whatever.

[echoRNC711, BSN]

Patient/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.

[Dezy]

It seems strange but did she want to hear " I'm sorry let me grab whoever should have done it?"

[CapeCodMermaid, RN]

So if you get a second interview, find out what the "right" answer is and let us know.

[LTCNS, LPN]

So if you get a second interview, find out what the "right" answer is and let us know.

I 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."

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.