Describe how you would handle a difficult situation that has involved a patient, physician or family member?

What is the best interview question for a family nurse practioner?

Effective communication, active listening and empathy are required to handle a difficult situation when dealing with a family member, a physician or a patient. You can take the following steps to help:

1. Keep calm and be professional.
2. Respect their opinions and acknowledge the concerns they have.
3. Listen attentively and empathically.
4. Clarify your questions in order to understand the customer’s needs.
5. Explain the situation and apologize if necessary.
6. Consider possible solutions for the problem and collaborate with your patient in order to come up with a satisfactory resolution.
7. You should provide exceptional customer service, and ensure you follow-up as needed to make sure that your customers’ needs are met.
8. Throughout the entire process, adhere to all legal and ethical guidelines.