Example response for question delving into Communication, Problem Solving with the key points that need to be covered in an effective response. Customize this to your own experience with concrete examples and evidence

•  Situation: I encountered a difficult patient during my time working in the emergency department. The patient was agitated and uncooperative, refusing to follow medical instructions or cooperate with the treatment plan
•  Communication: I approached the patient calmly and empathetically, actively listening to their concerns and frustrations. I explained the importance of following the treatment plan and addressed any misconceptions or fears they had
•  De-escalation: To de-escalate the situation, I remained calm and composed, using a non-confrontational approach. I validated the patient's feelings and assured them that their well-being was my priority
•  Collaboration: I involved the patient's family members and other healthcare professionals in the care plan. By working together, we were able to gain the patient's trust and establish a supportive environment
•  Adaptation: Recognizing that the patient's non-compliance stemmed from anxiety and fear, I modified the treatment plan to address their specific concerns. This included providing additional education, reassurance, and alternative options
•  Documentation: Throughout the process, I maintained detailed and accurate documentation of the patient's behavior, interventions attempted, and outcomes. This ensured continuity of care and provided a reference for future interactions
•  Resolution: Over time, through consistent communication, empathy, and collaboration, the patient's resistance gradually diminished. They began to trust the healthcare team and became more compliant with the treatment plan
•  Reflection: Reflecting on this experience, I learned the importance of patience, active listening, and tailoring care to individual needs. It reinforced my belief in the power of empathy and collaboration in overcoming challenges with difficult or non-compliant patients

  What the Interviewer is trying to find out about you and your experiences through this question

•  Conflict resolution skills: Assessing how you handle difficult situations with patients and your ability to resolve conflicts effectively
•  Patient care approach: Evaluating your approach to providing care and managing challenging patient behaviors
•  Communication skills: Assessing your ability to communicate effectively with patients, understand their concerns, and address their needs
•  Adaptability: Evaluating your ability to adapt to different patient personalities and situations, and provide appropriate care and support

  How to avoid some common minefields when answering this question in order to not raise any red flags

•  Blaming the patient: Avoid blaming or criticizing the patient for their behavior or non-compliance
•  Lack of empathy: Demonstrate empathy and understanding towards the patient's situation
•  Inability to handle conflict: Show your ability to handle difficult situations and conflicts professionally
•  Lack of problem-solving skills: Highlight your problem-solving skills and how you approached the situation
•  Poor communication: Emphasize your effective communication skills in dealing with the patient
•  Negative attitude: Avoid displaying a negative attitude towards the patient or the situation
•  Lack of teamwork: Highlight your ability to work collaboratively with other healthcare professionals in managing difficult patients
•  Inflexibility: Demonstrate your flexibility and adaptability in finding solutions for non-compliant patients
•  Lack of patience: Show your ability to remain patient and calm when dealing with challenging patients
•  Inability to set boundaries: Discuss how you set appropriate boundaries with the patient while maintaining a professional relationship

 Related

  Other questions asked for the Nurse in Medical function. View details for the Nurse here

• Tell me about a challenging patient interaction you've had and how you handled it.
• How do you handle stressful situations in a medical setting?
• Tell me about your experience as a nurse.
• How do you prioritize your tasks as a nurse?
• How do you ensure patient safety in your daily practice?
• Describe a situation where you had to work as part of a team to achieve a common goal.
• How do you stay updated with the latest medical advancements and best practices?
• Tell me about a time when you made a mistake and how you rectified it.
• How do you ensure patient confidentiality and privacy?
• How do you handle conflicts with colleagues or other healthcare professionals?
• How do you handle a situation where a patient or their family is dissatisfied with their care?
• How do you handle a situation where you suspect a colleague is not following proper protocols?
• Describe a time when you had to advocate for a patient's needs or rights.
• How do you ensure proper documentation and record-keeping in your work?
• How do you ensure cultural sensitivity and competence in your nursing practice?
• Describe a time when you had to respond to a medical emergency or crisis.
• Tell me about a time when you had to adapt to a change in the healthcare environment.
• Describe a time when you had to provide emotional support to a patient or their family.
• What do you consider to be the most important qualities of a nurse?