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Exam 22: Person-Centered Care

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Question 1

Multiple Choice

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Which of the following actions best exemplifies advocacy?

A) Developing a list of agencies that will provide free services for the homeless
B) Working in a needle exchange program for individuals in an inner-city environment
C) Acting on behalf of a patient to promote end-of-life wishes to an ethics committee
D) Working in a free clinic for immigrant workers

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C

Question 2

Multiple Choice

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The nurse manager analyzes the data from the patient satisfaction surveys.What can a nurse manager do to strengthen service recovery and improve consumer relationships?

A) Post comparisons of patient satisfaction scores with those of other units monthly.
B) Involve the staff in resolving consumer issues quickly and effectively.
C) Ensure that staff members apologize to patients when they complain about services.
D) Ask that patients with complaints about services place them in a written format.

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Question 3

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The chief nursing officer decides to establish a client advocacy position in an oncology unit.Advocacy is best represented by:

A nurse is admitted to a psychiatric unit.The staff expresses frustration with her because they have explained her medication regimen several times,and yet,when she leaves the unit with a pass,she fails to follow it.The staff believe that,as a nurse,she should be able to understand what is expected.The nurse's failure to follow the regimen indicates:

In orienting new staff nurses to a pediatric intensive care unit,the nurse manager asks the staff nurses to answer the following question: "What is an important consideration in providing information to parents of a critically ill child?"

A nurse makes a medication error that is not serious and does not cause harm to the patient.As the charge nurse,your best action would be to:

In designing a program for young adults regarding safe sexual practices,which of the following might reach the greatest number in the target group?

The nurse manager must develop a patient satisfaction survey.What is one of the critical elements in selecting a patient satisfaction instrument?

The complexity of the healthcare environment for consumers is increased by:

An example of a factor that would impede a patient's learning is:

Which of the following activities would represent a customer-friendly approach in a healthcare setting?

As a head nurse,you are concerned about the service orientation on your unit.Which of the following findings and approaches might provide useful information for you?

John is an older adult patient who comes regularly to the multigroup practice in which you are a nurse practitioner.He says that he doesn't understand what he is supposed to be doing about his medications,because every time he comes to the clinic,he sees a different provider.John's experience represents what aspect of the current consumer experience?

The nurse manager on a pediatric intensive care unit wants to evaluate patient satisfaction.The nurse manager understands that ultimately,positive relationships with consumers of care are evaluated by the:

Which of the following exemplifies a service orientation for a facility?

The chief nursing officer is pleased with the nurse manager's strategy of improving patient satisfaction in the pediatric intensive care unit.She decides to implement these changes throughout the hospital.What would be important to consider in implementing a new program focused on improving relationships with consumers?

Corrine,a student nurse,often hears that nurses are gatekeepers and wonders what that term means.As a nurse leader,you explain that this is a reference to the:

Based on data from the patient satisfaction survey,the nurse manager decides that a change should be made in communication with family members.What would be important for a nurse manager to consider when instituting a change to improve customer service?

Technology is integral to a cardiac ICU.Sue,the nurse manager,implements a patient-centered approach that focuses on the meaning of the experience for the patient and family,primary nursing,and a health literacy approach.Sue is:

As a nurse manager,you see an opportunity for patients to be well serviced through the medical home concept.You recognize that the concept of medical homes: