The chief nursing officer understands that clinical incompetence is best prevented by:
Formalized competency program with established standards for practice.
Standardized clinical skills checklist.
Administration of personality tests and competency assessments at the point of hire.
Flexible protocol for evaluating competency skills.
The Correct Answer is A
Choice A reason: A formalized competency program with established standards for practice ensures that all nurses meet a certain level of proficiency and adhere to the same high standards, which is essential for preventing clinical incompetence.
Choice B reason: While a standardized clinical skills checklist can be a useful tool for assessing specific skills, it does not encompass the comprehensive approach of a formalized competency program.
Choice C reason: Personality tests and competency assessments at the point of hire can help in selecting competent staff, but they are not sufficient on their own to prevent clinical incompetence throughout an employee's tenure.
Choice D reason: A flexible protocol for evaluating competency skills may allow for individualized assessment, but without established standards, it may not effectively prevent clinical incompetence.
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Correct Answer is B
Explanation
Choice A reason: Posting comparisons of client satisfaction scores can be motivating for the staff, but it may also create unnecessary competition and stress, which could negatively impact client care and satisfaction.
Choice B reason: Involving staff in resolving client issues quickly and effectively can directly improve client satisfaction. It demonstrates a commitment to addressing concerns and improving the client experience.
Choice C reason: Asking clients to put complaints in writing can be part of a formal grievance process, but it may not strengthen client satisfaction as it could be perceived as bureaucratic and unresponsive.
Choice D reason: Ensuring that staff apologize only when it is their fault does not foster a culture of accountability and service recovery, which are important for client satisfaction. Apologies can be powerful in healing and restoring client trust, even if the staff is not at fault.
Correct Answer is A
Explanation
Choice A Reason: The outcome statement specifies a measurable reduction, making it suitable for tracking progress. Additionally, physicians are directly involved in the implementation and monitoring of staff training related to catheterization.
Choice B Reason: The outcome statement includes a specific measure (ten percent reduction), making it measurable.
Choice C Reason: The outcome statement emphasizes physician-related interventions (staff training) rather than nursing-specific aspects.
Choice D Reason: The outcome statement specifies a measurable reduction and directly involves physicians.
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