As the patient’s nursing assistant, what is the best way for you to solve problem when your patient’s family member is upset that their loved one is unhappy at the facility?

Listening politely and then sharing any concerns with your charge nurse is always the best response to any issue.  Any other options do not suggest a resolution, so remove hope of any positive outcome for the family member.  You don’t wish to sound dismissive or block any further communication by suggesting that the family member put their complaints in writing or by telling them that you cannot discuss the issue. You don’t wish to insult them by telling them that you will walk away until they calm down as this implies that they are unjustified in being upset.