Author Question: The mediator noticed that tension was still evident between the nurse manager and staff members. He ... (Read 219 times)

jparksx · **on:** Jul 7, 2018

The mediator noticed that tension was still evident between the nurse manager and staff members. He informed the chief nursing officer that to begin team-building, it would be important that everyone:

a. Work together in a respectful, civil man-ner.
b. Use avoidance techniques when con-fronted with a conflict.
c. Develop a personal friendship with each other.
d. Socialize frequently outside of work.

Question 2

What are some important variables that are used in patient satisfaction scores, according to the Pulse Report (select all that apply)?

a. Response to concerns and complaints made during the hospital stay
b. Courtesy of the doctors
c. Quality of the food
d. Promptness in responding to the call but-ton
e. How well the nurses kept patients in-formed

cclemon1 · **Reply #1 on:** Jul 7, 2018

Answer to Question 1

A
For team-building to occur, team members need to be able to listen actively and respect one another's opinions, while feeling comfortable in openly expressing their own.

Answer to Question 2

A, D, E
Press Ganey publishes the Pulse Report about patients' perspectives of their health care expe-riences. The 2011 report revealed the following as very important to hospital patients: response to concerns and complaints made during the stay, degree to which hospital staff addressed emo-tional stress associated with the hospital stay, staff effort to include patients in treatment deci-sions, promptness in responding to the call button, and how well the nurses kept patients in-formed. The top five items on the inpatient priority index in the Press Ganey 2011 Hospital Pulse Report are evidence that nurses have a prominent role in patient satisfaction with the health care product and thus are contributors to a hospital's ability to be competitive in the marketplace.