Deck 6: Patient Experience

Question 1

The purpose of the therapeutic relationship between a nurse and a patient is to:

A) Help fill the nurse's need for belonging
B) Inspire the patient to pursue a career in healthcare
C) Form an interpersonal alliance to achieve healthcare goals
D) Provide a learning opportunity for both

Answer 1

Form an interpersonal alliance to achieve healthcare goals

Question 2

A patient's dependency on healthcare providers can be:

A) Physical
B) Emotional
C) Educational
D) All of the above

Answer 2

All of the above

Question 3

All of the following factors contribute to the power dynamic that nurses have when taking care of patients EXCEPT:

A) The ability to relieve pain
B) A patient's ability to sleep in a noisy environment
C) Familiarity with the routine and environment
D) Knowledge about a patient's health status

Answer 3

A patient's ability to sleep in a noisy environment

Question 4

Which of the following is important in the practice of therapeutic communication?

A) Respectful listening
B) Empathy
C) Maintaining focus on the goal(s) of the therapeutic relationship
D) All of the above

Question 5

Nurses and students will play an important role in the shift toward collaborative practice when they:

A) Are aware of their feelings, confident, and respectful
B) Bring their expertise to the table regardless of whether others esteem them
C) Hold grudges about poor conduct by leaders
D) Both A and B

Question 6

The Beryl Institute's definition of patient experience uses all of the following terms to underscore the value of communication EXCEPT:

A) Perceptions
B) Interactions
C) Culture
D) Collaboration

Question 7

The following are examples of empowered actions that patients can take EXCEPT:

A) Asking questions of nurses and doctors
B) Using passive body language during a doctor's visit
C) Researching their medications
D) Seeking second opinions

Question 8

Listening to patients respectfully will help:

A) Patients to feel heard
B) Build trusting therapeutic relationships
C) Patients to feel empowered
D) Improve patient experience scores
E) All of the above

Question 9

A nurse says to a patient, "Your blood pressure is 142/84. It has come down since you took your pain medication." The nurse is making:

A) An inclusionary statement
B) A validating remark
C) An attempt to paraphrase
D) All of the above

Question 10

Of the following, which is the most encouraging invitation for a patient to ask questions?

A) "Any questions?"
B) "You look confused. What don't you understand?"
C) "All of this information can be overwhelming. Would it help to go over it again, or do you have questions?"
D) "I'm going to lunch. Here's a brochure."

Question 11

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey:

A) Collects data from patients
B) Can be used to make improvements
C) Has many questions related to communication
D) All of the above

Question 12

The HCAHPS survey collects data that is relevant to communication and collaboration in all of the following areas EXCEPT:

A) How clean the facilities are
B) How frequently nurses listen to patients
C) Whether or not patients feel like they are treated with respect
D) Whether or not patients understand explanations by nurses

Question 13

Which of the following questions is an example of effective motivational interviewing?

A) "It sounds like you are concerned about how the stress from your job affects your eating habits, is that right?"
B) "Why do you eat way too much on the job?"
C) "Well, we all face challenges dealing with stressful work. The question is, what are you going to do about your weight?"
D) "Have you thought about quitting your job if you are really concerned about your weight?"

Question 14

Which of the following are reasons why patients may feel vulnerable during a hospital stay or clinic visit? Select all that apply.

A) The environment is foreign.
B) Personal space is limited.
C) They have fears about illness.
D) They have a sense of control.
E) Visiting hours are flexible.
F) They are being poked and prodded by healthcare professionals.
G) Tests and procedures may be uncomfortable and/or difficult to understand.

Question 15

Which of the following verbs are used in the HCAHPS survey to support the idea that effective and respectful communication among healthcare professionals is essential for optimal patient experience? Select all that apply.

A) Listen
B) Explain
C) Collect
D) Understand
E)Describe
F)Subscribe

Question 16

In addition to following the Health Insurance Portability and Accountability Privacy Act (HIPAA) of 1996 regulations, nurses must also develop good judgment about appropriate sharing of patient information.

Question 17

All patients have the same desires and capacities to be empowered in their healthcare choices.

Question 18

The Centers for Medicare and Medicaid Services (CMS) and the Agency for Healthcare Research and Quality (AHRQ) have worked to standardize feedback from patients to provide information that allows consumers to compare hospitals.

Question 19

Professionals who are able to listen both to assess clinical status and to understand a patient's concerns will contribute to optimal patient experiences.