Question 1

An example of a factor that would impede a patient's learning is:
A)Poverty.
B)Limited health insurance.
C)Being an older adult.
D)Heavy sedation.

Accepted Answer

Nurses need to be sensitive to the teaching needs of those at risk for disparities in health care: persons of a different race or ethnic group,women,children,older adults,rural residents,and those with limited or no health insurance,low health literacy,and/or low socioeconomic status.It is important that lower expectations for persons who are disadvantaged,have a low literacy level,or have limited English proficiency are not unintentionally communicated.

Question 2

A nurse makes a medication error that is not serious and does not cause harm to the patient.As the head nurse,your best action would be to:
A)Call attention to it by posting the critical incidents report at the nursing station.
B)Include the mistake on the nurse's performance appraisal.
C)Apologize to the patient for the error, and indicate that discipline has occurred.
D)Educate the nurse on how to provide an apology to the patient.

Accepted Answer

Service recovery ensures responsiveness to the patient,and as part of service recovery,it is important to address an error in the most productive way,which also includes the nurse who made the error offering an apology to the patient.

Question 3

Which of the following actions best exemplifies advocacy?
A)Developing a list of agencies that will provide free services for the homeless
B)Working in a needle exchange program for individuals in an inner-city environment
C)Acting on behalf of a patient to promote end-of-life wishes to an ethics committee
D)Working in a free clinic for immigrant workers

Accepted Answer

Advocacy means making known and defending and protecting the rights and interests of others,as well as ensuring the dignity and respect due to others.Simply being employed in an environment where this might be a focus of practice does not necessarily ensure that advocacy is actually occurring.

Question 4

During review of a patient's progress,the healthcare team determines that a patient requires treatment that is generally accepted at that time in the usual illness trajectory of a patient.The patient is unable to pay.As the head nurse,you persist in ensuring that this patient receives the treatment.You are:
A)Empowering the patient.
B)Avoiding litigation.
C)Advocating for the patient.
D)Supporting the clinical pathway.

Accepted Answer

Advocacy means defending the rights and interests of others and,in this situation,the right of a patient to receive care,as determined by standards utilized in a critical pathway.

Question 5

Technology is integral to a cardiac ICU.Sue,the nurse manager,implements a patient-centered approach that focuses on the meaning of the experience for the patient and family,primary nursing,and a health literacy approach.Sue is:
A)Using high-tech-low-touch approaches.
B)Using high-tech-high-touch approaches.
C)Providing products.
D)Providing tangible products of satisfaction.

Accepted Answer

The provision of humanistic care within a high-tech environment is characteristic of high tech-high touch approaches and reflects the idea that the more that high-tech is used,the more patients also desire high-touch.

Question 6

Which of the following activities would represent a customer-friendly approach in a healthcare setting? (Select all that apply.)
A)Using a local anesthetic before inserting a needle into a child's arm
B)Repeating patient history information to the admitting clerk, the admitting nurse, and the ultrasound technician
C)Ensuring that birthing preferences are on file and available when a laboring mother comes in
D)Providing support to families when a family member is brought into trauma

Accepted Answer

A service orientation means delivering services in a manner that is least disruptive.When possible,services should come to the patient and should be as easy,comfortable,pleasant,and effective as possible.Meeting the emotional,psychosocial,and spiritual needs of the patient is important.

Quiz 22: Consumer Relationships

An example of a factor that would impede a patient's learning is:

A nurse makes a medication error that is not serious and does not cause harm to the patient.As the head nurse,your best action would be to:

Which of the following actions best exemplifies advocacy?

Technology is integral to a cardiac ICU.Sue,the nurse manager,implements a patient-centered approach that focuses on the meaning of the experience for the patient and family,primary nursing,and a health literacy approach.Sue is:

Which of the following activities would represent a customer-friendly approach in a healthcare setting? (Select all that apply.)