A patient calls into the customer service department to complain ...

[Collmarie]

A patient calls into the customer service department to complain about the long wait times she experienced in the emergency department. She feels that her charges were excessive compared with the time that it took to receive attention.
 
  What is the primary focus of her complaint? a. Product
  b. Place
  c. Price
  d. Promotion

Question 2

Based on Elizabeth's insights and suggestions, you involve pharmacy, only to discover that the change in practice involves practice committees, a medical practice committee, and concerns from administration about potential costs and safety of the
 
  proposed change to the IV protocols. The change process at this point is: a. Linear.
  b. Nonlinear.
  c. Sabotaged.
  d. Neutralized.

[leeeep]

Answer to Question 1

C
Price is described as the amount of money customers pay to obtain the product. Customers con-sider the cost in terms of reasonableness. However, in a broader sense, cost is more than the money that is exchanged. Customers place value on products and services not only according to financial issues, but also according to psychosocial and emotional concerns.

Answer to Question 2

B
Complex change involves nonlinear processes and a variety of strategies to negotiate influences on change. Complexity theories alter the traditional systems thinking approach by asserting that system behavior is unpredictable. This theory views change as emergent, nonlinear, and highly influenced by all individuals and subsystems in an organization.