The nurse manager analyzes the data from the patient satisfaction ...

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The nurse manager analyzes the data from the patient satisfaction surveys. What can a nurse manager do to strengthen service recovery and improve consumer relationships?
 
  a. Post comparisons of patient satisfaction scores with those of other units on a monthly basis.
  b. Involve the staff in resolving consumer issues quickly and effectively.
  c. Ensure that staff members apologize to patients when they complain about services.
  d. Ask that patients with complaints about services place them in a written format.

Question 2

In writing the patient satisfaction survey, the nurse manager is aware of the education levels of the families. What is the most critical element in the concept of health literacy?
 
  a. Providing instructional materials at appropriate reading levels
  b. Facilitating access to translators for persons with language barriers
  c. Obtaining, processing, and understanding basic health information so appropriate decisions can be made
  d. Knowing that most people have limited health literacy skills

[k.lashomb]

Answer to Question 1

ANS: B
Consumers need to be treated with fairness, given explanation, and provided with information about how errors will be prevented in the future. Staff can be assisted to respond to patient concerns through scripting, support, and an atmosphere that places an emphasis on learning and solutions rather than on blaming.

Answer to Question 2

ANS: C
The definition of health literacy used by the federal government is the degree to which individuals have the capacity to obtain, process, and understand basic health information and services needed to make appropriate health decisions (U.S. Department of Health and Human Services, 2010).

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TYSM

[Joy Chen]

Thanks for the timely response, appreciate it