Wisconsin Certified Nursing Assistant (CNA) Practice Exam

How can a CNA demonstrate professionalism when dealing with patient complaints?

1. By laughing it off

2. By listening and taking them seriously

3. By sharing similar experiences

4. By redirecting to another staff member

The correct answer is: By listening and taking them seriously

Demonstrating professionalism when dealing with patient complaints is crucial for maintaining trust and providing high-quality care. Listening to patients and taking their complaints seriously is the most effective approach, as it shows respect for their feelings and concerns. This active listening builds rapport and helps the patient feel valued and understood. When a CNA shows genuine interest in what a patient has to say, it can lead to more open communication and a better understanding of the issues at hand. Taking complaints seriously also allows the CNA to gather important information that can help address any underlying issues, improve patient care, and prevent similar complaints in the future. This professional attitude contributes to a positive healthcare environment, which benefits both patients and healthcare staff. In contrast, laughing off a complaint can be seen as dismissive and unprofessional, making the patient feel invalidated. Sharing personal experiences may shift the focus away from the patient's concerns, which may not be appropriate in a professional setting. Redirecting to another staff member might be necessary in some cases, but it does not address the complaint in the moment, potentially leaving the patient feeling ignored or unsupported. Therefore, actively listening and taking complaints seriously stands out as the best method for demonstrating professionalism.