A Consumer Complains About the Lack of Change in an Aspect

Multiple Choice

A consumer complains about the lack of change in an aspect of the health plan that the consumer noted as negative in an earlier patient satisfaction survey. What is the nurse's best response to this complaint?

A) "That is unusual, since patient satisfaction surveys give the best evaluative information."
B) "They do those surveys, but the responses are so contradictory that the health plan administrators pretty much ignore the feedback."
C) "That is highly unethical of the plan's administrators. The next step would be a complaint to the Surgeon General's office."
D) "Patient satisfaction results are part of the evaluation process, but other factors such as professional standards also are considered."