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 D
Explanation
Choice A reason: Cultural sensitivity is important, but it is not the sole indicator of patient satisfaction.
Choice B reason: Cost-effectiveness is a factor in healthcare management but does not directly reflect patient satisfaction.
Choice C reason: The economic value of service is more related to the financial aspect of healthcare rather than patient satisfaction.
Choice D reason: Patient outcomes and their perceptions of care are direct measures of patient satisfaction, as they reflect the quality and effectiveness of the nursing care received.
Correct Answer is A
Explanation
Choice A reason: This option is the most detailed and provides clear instructions for the UAP, including a specific task, a time frame, and what to do if there is an issue. It promotes patient safety and ensures proper communication and follow-up.
Choice B reason: This statement is inappropriate as it expresses doubt about the UAP's competence, which can undermine confidence and does not provide clear guidance or expectations.
Choice C reason: While this choice includes an action and a follow-up, it lacks specificity about the task and does not mention a time frame for reporting potential issues, which is crucial for patient safety and effective delegation.
Choice D reason: This option is too vague and does not provide specific instructions or expectations for the UAP, which could lead to confusion and potential neglect of important care details.
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