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[미국 RN 준비 일기 #4]
갈등 상황 STAR | "내가 언제 그랬어?" 의사의 처방 번복에 대처하는 법
의사가 처방을 바꾸고도 간호사가 잘못 들었다고 몰아세우는 억울한 순간, 감정이 아닌 '시스템'으로 해결한 경험을 보여주세요.
안녕하세요! 오늘은 정말 억울할 수 있는 상황, **의사가 구두처방을 번복하며 간호사의 실수로 몰아가는 갈등**을 어떻게 면접 답변으로 승화시킬지 정리해 보겠습니다.
이 질문의 핵심은 "의사가 틀렸고 내가 맞았다"를 증명하는 게 아닙니다. 그런 혼란 속에서도 내가 **'환자 안전을 위해 어떤 확인 절차(Double-check)'**를 거쳤고, 이후 어떻게 **'재발 방지'**를 했는지를 보여주는 것이 합격 포인트입니다.
🚨 STAR 답변: 처방 혼선과 의사와의 갈등 해결
S (Situation): “A physician gave a verbal order but was mumbling and changed it mid-sentence. I followed the final order I heard, but later the physician claimed they had given the first order and questioned my accuracy.”
T (Task): “My priority was to resolve the confusion immediately for patient safety and to ensure the correct medication was administered without further conflict.”
A (Action): “Instead of arguing, I remained calm and used the 'Read-back' process. I showed the physician the written note I made during the call and asked for a final verification. To prevent future issues, I implemented a strict 'Closed-loop communication' policy: repeating every order back clearly and getting a verbal 'Yes, that is correct' before hanging up.”
R (Result): “The correct treatment was confirmed and given safely. The physician later appreciated the clear confirmation process, and we established a more reliable way of communicating, which significantly reduced errors.”
T (Task): “My priority was to resolve the confusion immediately for patient safety and to ensure the correct medication was administered without further conflict.”
A (Action): “Instead of arguing, I remained calm and used the 'Read-back' process. I showed the physician the written note I made during the call and asked for a final verification. To prevent future issues, I implemented a strict 'Closed-loop communication' policy: repeating every order back clearly and getting a verbal 'Yes, that is correct' before hanging up.”
R (Result): “The correct treatment was confirmed and given safely. The physician later appreciated the clear confirmation process, and we established a more reliable way of communicating, which significantly reduced errors.”
💡 포인트: "나는 기록했고, 다시 물어봤다"는 객관적 사실을 강조하여 내가 '안전한 간호사'임을 어필하세요.
📌 면접에서 승부수를 던지는 한 문장
“I focus on solving the problem for the patient’s safety, not on who is right or wrong.”
(누가 맞고 틀렸냐가 아니라, 환자의 안전을 위해 문제를 해결하는 데 집중합니다.)
침착한 대응(Calmness) + 구조화된 확인(Read-back) = 베테랑 간호사의 자질
🚀 다음 단계 예고
갈등을 해결했다면, 이제는 나의 실수를 고백할 차례입니다.
다음 글에서는 [인터뷰 5번: 실수 경험(Error)을 Patient Safety 역량으로 바꾸는 답변법]을 다뤄볼게요.
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