A 65-year-old female patient recently had a hip replacement and had a straight catheter placed following surgery to empty her bladder. Forty-eight hours after the catheter was placed, the patient developed symptoms of a urinary tract infection (UTI).
The nurse manager approached the nurse who placed the catheter, blaming her for the cause of the UTI. Which quality approach did the nurse manager utilize?
A) Quality assurance techniques
B) Total quality management techniques
C) Continuous quality improvement techniques
D) Continuous quality management techniques
Question 2
A patient visits his primary-care physician and is seen initially by the nurse to take vital signs following a request by the administrative assistant to complete insurance paperwork.
The doctor then comes in to perform a history and physical and diagnoses the patient with an upper respiratory infection. Which of the following people in this scenario represents the external customer as discussed in the text?
A) Doctor
B) Patient
C) Nurse
D) Administrative assistant
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