Exam 22: Consumer Relationships

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?

Which of the following activities would represent a customer-friendly approach in a healthcare setting? (Select all that apply.)

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?

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

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?

The nurse manager understands that the three Ps associated with client education are philosophy,priority,and performance.Effective client education programs start with a shared philosophy that such programs are worth the investment.Evidence of a philosophic commitment to client teaching is best represented by:

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

In writing the patient satisfaction survey,the nurse manager is aware of the education levels of the families.What is the most critical element in the concept of health literacy?

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:

A 27-year old woman is admitted to your ICU in a coma,following an accident.The family of the patient,who is a Native American,places a medicine pouch in the bed with the young woman.As the nurse in this situation,it is important to:

You are involved in designing a clinic for women in an inner-city neighborhood.A goal of this clinic might be:

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

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:

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?

The complexity of the healthcare environment for consumers is increased 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:

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 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:

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 someone else who has different ideas.John's experience represents what aspect of the current consumer experience?