Chapter 22: Consumer Relationships

Chapter 22: Consumer Relationships

Complete Chapter Questions With Answers

Sample Questions Are Posted Below

MULTIPLE CHOICE

1. The chief nursing officer decides to establish a client advocacy position in an oncology unit. Advocacy is best represented by:

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?

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:

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:

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?

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