This question has a fairly straight forward answer. Make sure to apologize to the family member, even if you have done nothing wrong. Then listen to their concerns and gather any necessary information. Assure the family member that their loved one is receiving high quality care and that they will be taken care of. If there are any concerns the family member has that require investigation or follow-up, always do it! Interviewers want to know you have the ability to problem solve as well as the ability to communicate effectively and be sincere with patient families. Never tell a family member that you do not have time for them or their loved one. Be empathetic and act as if it were your loved one being cared for.