The nurses on a unit are working to increase the return of ...

[tuffie]

The nurses on a unit are working to increase the return of patient satisfaction surveys. Which patients can the nurses expect will be more likely to return these surveys? Select all that apply.
 
  1. Patients who are alert.
  2. Patients who are younger rather than older.
  3. Patients who are dissatisfied with care.
  4. Patients who speak English.
  5. Patients who are economically disadvantaged.

Question 2

The nursing staff has been asked to contribute to the design of a new customer/patient satisfaction survey that will be adopted for use in the hospital as a whole. What should the nurses consider when working on this document? Select all that apply.
 
  1. Customer/patient satisfaction reflects attitudes.
  2. Customer/patient expectations play a major role in patient satisfaction.
  3. Once customer/patient satisfaction is measured, developing strategies to increase it will be a straightforward process.
  4. It is difficult to identify who the customers of a healthcare organization really are.
  5. Customer/patient satisfaction is difficult to measure.

[mk6555]

Answer to Question 1

1, 2, 4
Explanation: 1. The patients who complete surveys are patients who are able to do thisalert, typically English-speaking, and often younger.
2. The patients who complete surveys are patients who are able to do thisalert, typically English-speaking, and often younger.
3. This is not supported by the study cited in the text.
4. The patients who complete surveys are patients who are able to do thisalert, typically English-speaking, and often younger.
5. This is not supported by the study cited in the text.

Answer to Question 2

1, 2, 4, 5
Explanation: 1. This is a reason that satisfaction is difficult to measure.
2. Expectations are a major component of satisfaction in all areas, not just in healthcare.
3. This is a very difficult process because the actions that produce satisfaction vary from customer-to-customer and from patient-to-patient. The goal of patient-centered care is to keep the patient well enough to be out of the hospital, so repeat surveys from the same patient may be rare.
4. Nurses may have difficulty viewing patients as customers and may have difficulty identifying non-patient customers.
5. This is a true statement.

[tuffie]

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