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Exam 22: Consumer Relationships

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Question 1

Multiple Choice

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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?

A) Assess the perceptions of the nursing staff regarding the particular service problem.
B) Include community representatives on a planning committee to address the change.
C) Involve physicians, other healthcare professionals, and ancillary staff.
D) Review all patient complaints with the nursing staff.

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Question 2

Multiple Choice

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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?

A) Recognition of the nursing staff for excellence in promoting consumer relationships
B) Holding the staff accountable for resolving patient complaints
C) Selecting a staff nurse leader to implement the program
D) Identifying key staff members who have already demonstrated excellence in consumer relationships

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Question 3

Multiple Choice

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In the situation described in the Multiple Response Question below,treating the patient with chest pain ahead of the patient with a migraine is a:

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?"

Which of the following exemplifies a service orientation?

Which of the following actions best exemplifies advocacy?

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

In designing a Web-based program for seniors with Parkinson's disease,it is important to understand that:

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:

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

As part of performance appraisal,the nurse manager designs strategies to acknowledge staff members.What practices by the nurse manager best acknowledge staff accountability and contribution?

As a head nurse,you are concerned about whether your unit is managing pain well and study the results of a recent patient satisfaction survey very closely.Which of the following findings and approaches might provide useful information for you?

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:

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 several times her medication regimen,and yet,when she goes on passes,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:

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

During review of a patient's progress,the healthcare team determines that a patient requires treatment that is generally accepted at that time in the usual illness trajectory of a patient.The patient is unable to pay.As the head nurse,you persist in ensuring that this patient receives the treatment.You are:

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:

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

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: