Describe a time when you had to handle a difficult patient or family member. How did you resolve the situation?

INTERMEDIATE LEVEL

Sample answer to the question:

I once encountered a difficult patient while working as an Orthopedic Nurse. This patient had a history of anxiety and was extremely anxious about their upcoming surgery. To resolve the situation, I made an effort to establish rapport and build trust. I took the time to listen to their concerns and empathize with their fears. I provided detailed explanations of the surgical procedure and answered all their questions to alleviate their anxiety. Additionally, I collaborated with the healthcare team to create a personalized care plan that incorporated additional measures to address their anxiety, such as providing relaxation techniques and a private room. By addressing their concerns and providing personalized care, I was able to successfully manage the situation.

Here is a more solid answer:

As an Orthopedic Nurse, I encountered a difficult patient who was experiencing excruciating pain due to a complex fracture. To address the situation, I immediately assessed their pain level using a validated pain scale and administered appropriate pain medication. However, the patient's pain persisted. Recognizing that a multidimensional approach was necessary, I communicated with the patient to understand the nature of their pain and any exacerbating factors. Through active listening, I discovered that the patient's fear of movement was contributing to their pain. To resolve this, I collaborated with the physical therapy team to develop a tailored mobility plan that gradually increased activity levels while addressing the patient's fears. Additionally, I provided ongoing education about pain management techniques and ensured proper documentation of the patient's progress. By addressing the physical and psychological aspects of the patient's pain, I was able to successfully alleviate their discomfort and improve their overall experience.

Why is this a more solid answer?

The solid answer provides specific details about the candidate's clinical skills by mentioning the use of a validated pain scale and appropriate pain medication. It also highlights the candidate's excellent communication abilities through active listening and collaboration with the physical therapy team. The answer demonstrates the candidate's problem-solving skills by recognizing the multidimensional nature of the patient's pain and developing a tailored plan. However, the answer can still be improved by providing more details about the candidate's ability to work efficiently in a fast-paced environment and their strength in documentation and charting.

An example of a exceptional answer:

In my role as an Orthopedic Nurse, I encountered a challenging situation with a family member who was resistant to their loved one's discharge plan. The patient had undergone a total knee replacement surgery and was recovering well but required additional postoperative care at a rehabilitation facility. The family member was concerned about the financial implications and insisted on the patient returning home. Understanding the importance of comprehensive care, I initiated a conversation with the family member to address their concerns. I empathized with their financial worries and took the time to explain the benefits of rehabilitation in terms of optimizing the patient's recovery and preventing complications. To further support the family member, I collaborated with the social work department to explore potential financial assistance programs and connect the family with available resources. By actively involving the family member in the decision-making process and addressing their concerns, I was able to successfully resolve the situation and ensure the patient received the necessary care.

Why is this an exceptional answer?

The exceptional answer provides a comprehensive approach to addressing a difficult patient or family member by considering the holistic needs of the patient. It demonstrates the candidate's strong clinical skills and expertise in orthopedic patient care by emphasizing the importance of comprehensive care and the benefits of rehabilitation. The answer showcases the candidate's excellent communication and patient education abilities by empathizing with the family member, explaining the rationale behind the discharge plan, and collaborating with the social work department. The answer also highlights the candidate's problem-solving skills and critical thinking abilities by exploring potential financial assistance programs and connecting the family with available resources. Overall, the answer showcases the candidate's ability to handle difficult situations with empathy, professionalism, and a patient-centered approach.

How to prepare for this question:

Reflect on past experiences when you have dealt with difficult patients or family members and think about the strategies you used to resolve the situations.

Familiarize yourself with the common challenges and concerns that orthopedic patients and their families may have, such as pain management, rehabilitation, and financial implications.

Develop your communication and active listening skills to effectively address the concerns of patients and their families.

Stay updated on the latest advancements and best practices in orthopedic patient care, including pain management techniques and rehabilitation options.