In my previous role, we had a situation where a patient's family was extremely distressed and demanded immediate attention during off-hours. I calmly assessed the situation, prioritized the family's needs, and coordinated with the on-call team to provide timely support. I also communicated with the family to reassure them and ensure they felt heard, which helped de-escalate the situation and maintain a positive patient experience.

I establish clear communication protocols and maintain regular check-ins with the on-call team to ensure they are updated on any changes or issues. I also foster open lines of communication between the on-call team and other departments, such as nursing and administration, to ensure seamless coordination. This helps prevent misunderstandings and ensures that all team members are aligned in providing the best care for patients.

I prioritize self-care by setting boundaries and scheduling regular breaks, even during on-call hours. I also utilize stress management techniques such as deep breathing exercises and mindfulness. Additionally, I ensure that my team is well-trained and capable of handling situations independently, which reduces my workload and allows me to focus on strategic tasks.

When staffing shortages occur, I first assess the urgency of the situation and prioritize tasks accordingly. I then reach out to available team members and, if necessary, cross-train staff to cover additional roles. I also maintain a list of backup resources, such as temporary staff or volunteers, to ensure we can provide continuous care without compromising quality.

I believe in a hands-on training approach where new staff shadow experienced team members and gradually take on more responsibilities. I provide detailed training materials and conduct regular check-ins to address any questions or concerns. I also encourage a culture of open feedback, where new staff feel comfortable asking for help and sharing their experiences, which helps them grow and feel confident in their roles.