Question 1

The nurses who work in the Emergency Department (ED) of a hospital believe that they provide high quality care. Which option best supports that opinion?

Accepted Answer

1. This is important, but not as important as patient satisfaction. Other nurses would have an idea of what quality nursing care is and would be able to access the care provided.
2. This is important, but not as important as patient satisfaction. Physicians may not have sufficient knowledge of the role of the nurse to make a strong determination about quality nursing care.
3. The patient's perception of the care provided is the most important aspect of whether it is considered high quality care.
4. This is important, but not as important as patient satisfaction. If the remaining care in the hospital is sub-standard, this is not a good rating scale.

Question 2

The nurse is dedicated to the concept of empowering patients and their families by giving advice, emotional support, and providing resources. In which levels of the advocacy continuum is this nurse focused? Select all that apply.

Accepted Answer

1. The individual level focuses on informing patients and targeting interventions to the individual. Included are self-management and education.
2. The interpersonal level focuses on support and empowering patients. Included are giving advice, emotional support, and provision of resources.
3. The community level focuses on transforming culture.
4. The policy level focuses on translating consumer voice into policy and laws.

Question 3

Which of the following factors is identified as a factor that increases patient satisfaction?

Accepted Answer

1. Location may be important to a patient, but was not identified as a major factor in the book.
2. HCOs that use shared governance receive higher patient satisfaction.
3. Type of third-party payer is not major factor related to patient satisfaction.
4. The PDSA law is important, but not directly related to patient satisfaction.

Question 4

Which of the following had a major impact on increasing healthcare consumerism?

Accepted Answer

1. This legislation came long after healthcare consumerism gained strength.
2. Medicare was not a major driver of healthcare consumerism.
3. Managed care had a great impact on healthcare consumerism as consumers became upset with the changes made such as reduced choice of providers.
4. Nursing advocacy grew with healthcare consumerism, but it was not a major impact on it.

Question 5

Which of the following examples would not demonstrate patient advocacy by a nurse? Select all that apply

Accepted Answer

1. It is helpful to provide the patient with factual information to assist the patient in decision-making.
2. Your personal decisions are not relevant to the patient's decision-making process.
3. A team approach is best.
4. Nurses should not expect patients to make a decision. Patients make the decisions, and nurses need to support the patient's decision.

Question 6

The patient diagnosed with cancer has elected to abandon curative treatment in favor of palliative care. The nurse strongly believes the patient can have a long survival time if curative care continues. What nursing advocacy action is appropriate?

Accepted Answer

1. The nurse must first be certain that the patient has sufficient education to make an informed choice on this matter and then would support that choice.
2. This does not fulfill the nurse's responsibility to be an advocate for this patient.
3. The most important aspect of this situation is to ascertain that the patient has enough correct information to make an informed decision on care. Once this is assured, the nurse should support the decision made.
4. The nurse has an important role in this situation and should not simply defer to the physician.

Question 7

What is an important factor in determining if the PSDA must be followed?

Accepted Answer

1. Any HCO that receives federal funding, such as Medicare payment, must follow this law.
2. The meeting of the law's requirements is not related to citizenship or residency.
3. The meeting of the law's requirements is not related to patient preferences.
4. The meeting of the law's requirements is not related to multiple third-party payers.

Question 8

The nursing staff has been asked to contribute to the design of a new customer/patient satisfaction survey that will be adopted for use in the hospital as a whole. What should the nurses consider when working on this document? Select all that apply.

Accepted Answer

1. This is a reason that satisfaction is difficult to measure.
2. Expectations are a major component of satisfaction in all areas, not just in healthcare.
3. This is a very difficult process because the actions that produce satisfaction vary from customer-to-customer and from patient-to-patient. The goal of patient-centered care is to keep the patient well enough to be out of the hospital, so repeat surveys from the same patient may be rare.
4. Nurses may have difficulty viewing patients as customers and may have difficulty identifying non-patient customers.
5. This is a true statement.

Question 9

In a study published in 2015 by Austin, et al., what was the conclusion about the use of report cards to rate hospitals?

Accepted Answer

1. The study indicated that the various rankings do not consistently agree and vary in their criteria used for the rankings thus impacting comparison.
2. The study indicated that there is variation in results
3. The study indicated that rankings are not useful enough to ensure patients make the best choices.
4. The study indicates that just looking at one survey will not provide an honest view.

Question 10

The nurses on a unit are working to increase the return of patient satisfaction surveys. Which patients can the nurses expect will be more likely to return these surveys? Select all that apply.

Accepted Answer

1. The patients who complete surveys are patients who are able to do this-alert, typically English-speaking, and often younger.
2. The patients who complete surveys are patients who are able to do this-alert, typically English-speaking, and often younger.
3. This is not supported by the study cited in the text.
4. The patients who complete surveys are patients who are able to do this-alert, typically English-speaking, and often younger.
5. This is not supported by the study cited in the text.

Quiz 11: Consumers and Nurses