When a patient or family member expresses dissatisfaction with the care being provided, a Certified Nursing Assistant (CNA) must respond with professionalism, empathy, and a commitment to finding a resolution. This situation requires a calm demeanor, active listening, and clear communication to address the concerns effectively and maintain a positive environment. The focus should always be on understanding and resolving the issue, while also following the appropriate channels within the healthcare facility.
First, the CNA should immediately acknowledge the concern and allow the patient or family member to express their dissatisfaction fully without interruption, unless the expression becomes verbally abusive or threatening. Maintain eye contact and show that you are actively listening by nodding, making appropriate facial expressions, and using verbal cues such as "I understand," or "I see what you mean." Avoid being defensive or dismissive, even if you feel that the complaint is unjustified. Acknowledge their feelings by stating things like "I see that you are upset," or "It sounds like you are feeling frustrated". Do not invalidate their feelings by stating that "it's not that bad". For example, if a patient states, "I've been waiting for an hour for my pain medication, and it's really unacceptable,” avoid saying “You’re wrong, it hasn’t been an hour.” Instead, say "I understand you are upset that you have been waiting, and I'll check on that right away."
Second, actively listen to understand the specific nature of their concern. Ask clarifying questions to gather specific details. Try to understand the reason they are upset, which may not be obvious at first. Ask questions such as “Can you please tell me more about what happened?”, or “Can you be more specific about what you are not satisfied with?”, or "What is it about the care that is upsetting you?" It’s important to differentiate between factual co....
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