Author Question: The nurse manager has to develop a patient satisfaction survey. What is one of the critical elements ... (Read 23 times)

EY67 · **on:** Jul 8, 2018

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

a. Being able to use the same instrument for all clinical units
b. Including items that are important from the patient's perspective
c. Being able to administer the instrument before a patient's discharge from the hospital
d. Being sure that the reading level is no higher than third grade

Question 2

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. Assess the perceptions of the nursing staff regarding the particular service problem.
b. Include community representatives on a planning committee to address the change.
c. Involve physicians, other healthcare professionals, and ancillary staff.
d. Review all patient complaints with the nursing staff.

lin77x · **Reply #1 on:** Jul 8, 2018

Answer to Question 1

ANS: B
Because satisfaction is a measure of service and service is a measure of perception of what matters to the patient, to measure satisfaction, surveys must include items that reflect the perspective of the patient. The quality of human contacts becomes the measure by which the consumer forms perceptions and judgments about nursing and the health agency. Consumers may not be able to evaluate the quality of interventions, but they always can evaluate the quality of the relationship with the person delivering the service.

Answer to Question 2

ANS: A
Nurses are the healthcare providers who spend the most time with the consumer and are in an opportune position to understand the issues, structures, and processes that affect patients. The nurse acts as the primary person to be alert to circumstances that may prevent a successful outcome for the patient and to intervene on the patient's behalf. As a nurse manager, it is important to support staff in their use of power to be in control and to make decisions at the consumer-staff level of interaction.