Practice
A patient's family member is angry and blames you for a delay. What do you do?
Read first: a sample answer
Fictional sample answer written by JoRoute to show the shape of a strong answer. Do not copy it: replace every detail with what is true for you.
First I would stay calm and listen without interrupting, because an angry relative is usually a worried one. Then I would acknowledge the delay and explain honestly what is happening next and when, without blaming colleagues. For example, I would say the doctor is with an emergency and will see her mother within 30 minutes. If the family remains upset, I would involve the charge nurse. Ownership means I follow up myself in half an hour, which helps with stress management for everyone. At my last hospital in Tampa I handled about one complaint like this a week, and following up within 30 minutes ended most of them.