The nurse manager analyzes the data from the client satisfaction surveys. What can a nurse manager do to strengthen client satisfaction?

Post comparisons of client satisfaction scores with those of other units on a monthly basis.

Involve the staff in resolving client issues quickly and effectively.

Ask clients with complaints about services to place them in a written format.

Ensure that staff apologize to clients only when it was their fault.

Answer and Explanation

The Correct Answer is B

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.

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Correct Answer is D

Explanation

Choice A reason: Reliance on the manager for direct guidance does not demonstrate the proactive qualities of a follower in action. Followers should be able to work independently while understanding the direction provided by leaders.

Choice B reason: Avoiding the use of a new protocol until receiving peer feedback may indicate a lack of initiative or resistance to change, which are not characteristics of an effective follower.

Choice C reason: While adherence to decisions is important, strict adherence without question does not embody the critical thinking and engagement expected of a follower in action.

Choice D reason: Self-awareness and the ability to speak up reflect a follower who is engaged, thoughtful, and proactive, which are key qualities in a dynamic healthcare environment.

A. Calling the assistant clinical director and asking her to share the bad news with the other staff members B. Posting a bulletin board announcement C. Holding a meeting with a small group of seasoned staff members and asking them how to break the news in the future D. Showing staff members the budget and asking for input about how to cut costs so that raises will be possible

Correct Answer is D

Explanation

Choice A Reason : While communication is essential, this approach lacks transparency and direct engagement with the staff. It may not foster trust or provide an opportunity for open dialogue.

Choice B Reason : Announcing the news through a bulletin board lacks personal interaction and may not address staff concerns adequately. It does not align with transformational leadership principles.

Choice C Reason: This approach demonstrates transformational leadership. By involving a small group of staff members, you create an opportunity for open discussion, empathy, and collaborative problem-solving.

Choice D Reason : Transparency about financial constraints is essential. By engaging staff in discussions about cost-cutting measures, you empower them to contribute ideas and understand the organization's challenges.

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The nurse manager analyzes the data from the client satisfaction surveys. What can a nurse manager do to strengthen client satisfaction?

Nursing Test Bank

Naxlex Comprehensive Predictor Exams

After attending a regular monthly unit meeting, a nurse considers the impact of a new protocol on patient care delivery. Which of the following examples best describes a follower in action?

Correct Answer is D

Explanation

Correct Answer is D

Explanation

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