Emergency Medicine Physician Interview Questions

Give an example of a time when you had to handle a patient complaint or dissatisfaction.

INTERMEDIATE LEVEL

Sample answer to the question:

One time, a patient came into the emergency department with complaints of severe abdominal pain. I approached the patient with empathy and listened attentively to their concerns. After conducting a thorough examination and reviewing their medical history, I discovered that the patient was experiencing an acute appendicitis. I explained the diagnosis to the patient in a clear and compassionate manner, addressing their worries and fears. I then promptly coordinated with the surgical team to expedite the patient's surgery. Throughout the process, I kept the patient informed about the next steps and assured them that they were in capable hands. After the surgery, I followed up with the patient to ensure their recovery was going smoothly and to address any further concerns. The patient expressed their gratitude for my attentive and caring approach, commending the quality of care they received.

Here is a more solid answer:

I recall a time when a patient arrived at the emergency department with a complaint of chest pain. The patient seemed anxious and dissatisfied with the wait time. I immediately approached the patient with empathy, acknowledging their concerns and reassuring them that their well-being was my top priority. I quickly accessed the patient's electronic medical record (EMR) to gather relevant information and assessed their vital signs. Simultaneously, I coordinated with the nursing staff to expedite further assessments, such as an electrocardiogram (EKG) and a blood test. While awaiting the test results, I engaged the patient in a meaningful conversation to distract them from their discomfort. Once the test results confirmed a non-cardiac cause for the chest pain, I explained the diagnosis to the patient in a clear and compassionate manner. I also educated them on warning signs to watch out for in the future. Despite their initial dissatisfaction, the patient expressed gratitude for the thorough evaluation, personalized care, and informative communication they received.

Why is this a more solid answer?

The solid answer includes specific details about the candidate's use of electronic medical record (EMR) systems and their ability to adapt in a high-stress environment by coordinating with the nursing staff and providing personalized care. However, it could further emphasize the candidate's commitment to patient safety and high-quality care.

An example of a exceptional answer:

I encountered a situation where a patient arrived at the emergency department dissatisfied with the previous care they received at another healthcare facility. The patient was in significant pain and felt dismissed by the previous healthcare providers. Recognizing the importance of addressing their concerns and restoring their trust, I sat down with the patient and actively listened to their frustrations. I empathized with their experience and apologized on behalf of the healthcare system for the suboptimal care they encountered. To ensure a comprehensive evaluation, I meticulously reviewed their medical records, including imaging studies and laboratory results. I involved the patient in their care by explaining the various treatment options available and jointly formulating a plan that considered their preferences and overall well-being. Throughout the process, I maintained open and transparent communication, updating the patient on the progress of their treatment and actively seeking their feedback. By combining my clinical expertise, dedication to patient safety, and compassion, I was able to address the patient's complaints, provide excellent medical care, and ultimately restore their faith in the healthcare system.

Why is this an exceptional answer?

The exceptional answer demonstrates the candidate's exceptional interpersonal skills by actively listening to the patient's concerns, empathizing with their experience, and apologizing on behalf of the healthcare system. It also highlights the candidate's commitment to patient safety, high-quality care, and collaboration with the patient in formulating a treatment plan. The answer goes above and beyond by mentioning the use of imaging studies and laboratory results to ensure a comprehensive evaluation. The candidate's dedication to transparency, open communication, and seeking patient feedback further emphasizes their commitment to addressing patient complaints or dissatisfaction.

How to prepare for this question:

Reflect on your past experiences where you have handled patient complaints or dissatisfaction. Think about the specific actions you took and how they align with the job description, such as demonstrating excellent interpersonal skills and commitment to patient safety.

Familiarize yourself with the process of handling patient complaints in your current or previous healthcare setting. Understand the importance of actively listening to patients, addressing their concerns, and taking appropriate actions to resolve the issue.

Practice your communication skills, particularly in situations where you need to deliver potentially disappointing news to patients. Focus on delivering information clearly, compassionately, and empathetically.

Stay up-to-date on the latest advancements and best practices in emergency medicine. This will demonstrate your commitment to providing high-quality care and staying informed about the evolving field.

Consider seeking feedback from colleagues or mentors about your ability to handle patient complaints effectively. Their insights and suggestions can provide valuable guidance for improvement.

What are interviewers evaluating with this question?