Exam 22: Person-Centered Care

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

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?

Which of the following actions best exemplifies advocacy?

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?

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

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?

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?"

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

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

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:

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:

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

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:

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:

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

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 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?