Chapter 22 Consumer Relationships

Chapter 22  Consumer Relationships

Complete Chapter Questions And Answers
 

Sample Questions

MULTIPLE CHOICE

1. The chief nursing officer decides to establish a client advocacy position in an oncology unit. Advocacy is best represented by:
a.
Establishing private and professional networking systems.
b.
Asking social services to handle clients’ concerns.
c.
Identifying community support groups.
d.
Empowering others by promoting self-determination.

ANS: D
Advocacy involves empowering and promoting self-determination in others.

REF: Pages 448, 449 TOP: AONE competency: Professionalism

2. As part of performance appraisal, the nurse manager designs strategies to acknowledge staff members. What practices by the nurse manager best acknowledge staff accountability and contribution?
a.
Providing new and varied learning experiences for staff members
b.
Fostering group cohesiveness through standardization of unit activities
c.
Allowing professionals greater influence over their practices
d.
Giving recognition for success and support for failure to staff members

ANS: C
Allowing greater control over practices implies trust and acknowledges expertise and performance.

REF: Pages 452, 453 TOP: AONE competency: Business Skills

3. The nurse manager understands that the three Ps associated with client education include philosophy, priority, and performance. Effective client education programs start with a shared philosophy that such programs are worth the investment. Evidence of a philosophic commitment to client teaching is best represented by:
a.
Investing time and energy in teaching clients.
b.
Developing teaching skills among the nursing staff.
c.
Assuming that clients lack the knowledge they need.
d.
Having a teaching checklist on clients’ charts.

ANS: A
Investment of time and energy in teaching translates vision into action and communicates commitment to service.

REF: Page 452 TOP: AONE competency: Communication and Relationship-Building

4. The nurse manager on a pediatric intensive care unit wants to evaluate patient satisfaction. The nurse manager understands that ultimately, positive relationships with consumers of care are evaluated by the:
a.
Cultural sensitivity of staff.
b.
Cost-effectiveness of care delivery.
c.
Economic value of service.
d.
Outcomes for clients and their perceptions of care.

ANS: D
Health literacy involves merging preferences and needs with the capacity to understand and process basic health information and obtain services.

REF: Pages 441, 442 TOP: AONE competency: Business Skills

5. 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

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.

REF: Pages 455, 456 TOP: AONE competency: Business Skills