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.
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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Naxlex Comprehensive Predictor Exams
Related Questions
Correct Answer is C
Explanation
Choice A reason: A compatible relationship between formal and informal leaders is unlikely to lead to decreased productivity due to redundancy. Instead, it can streamline processes and improve efficiency.
Choice B reason: When formal and informal leaders work well together, competition for authority and recognition should diminish as roles become clear and collaborative efforts take precedence.
Choice C reason: A compatible relationship between formal and informal leaders typically results in a motivated team. This synergy can foster a positive work environment and encourage team members to work towards common goals.
Choice D reason: Rather than causing role confusion, a compatible relationship between formal and informal leaders should clarify roles and strengthen the manager's control by establishing clear lines of communication and authority.
Correct Answer is A
Explanation
Choice A reason: The term "never events" or "sentinel events" refers to serious, preventable, and costly medical errors that should never occur. Leaving surgical instruments or sponges in patients and operating on the wrong limbs fall under this category because they are clear indicators of serious systemic problems within a healthcare setting.
Choice B reason: "Medically sensitive events" is not a standard term used in healthcare for these types of incidents. Therefore, this choice is incorrect.
Choice C reason: While nurse-sensitive events are a valid category, they typically refer to outcomes that are directly related to nursing care, such as patient falls or infections, rather than surgical errors.
Choice D reason: "Operating team performance errors" could be considered a broader category that might include these incidents, but it is not the specific term used to describe such critical events in the medical field.
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