Question 1

The complexity of the healthcare environment for consumers is increased by:

Accepted Answer

A)  falling levels of education among the public.
B)  increased levels of poverty.
C)  complex compensatory systems and a variety of delivery systems.
D)  increased numbers of uninsured or underinsured. C

Question 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?

Accepted Answer

A)  Providing new and varied learning experiences for staff members
B)  Fostering group cohesiveness through standardization of unit activities
C)  Allowing professionals greater influence over their practices
D)  Giving recognition for success and support for failure to staff members C

Question 3

Which of the following actions best exemplifies advocacy?

Accepted Answer

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 C

Question 4

As a head nurse, you are concerned about the service orientation on your unit.Which of the following findings and approaches might provide useful information for you?

Accepted Answer

A)  Patients find nurses friendly and accessible; data are aggregated for the institution as a whole.
B)  Data indicate that nurses are responsive to requests for assistance; data are available for the unit and the institution.
C)  Specific questions related to management of comfort are included for the institution as a whole.
D)  The survey asks for a range of responses for the unit and the organization, with a focus on facilities, such as cleanliness and responsiveness of administrative services.

Question 5

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

Accepted Answer

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 in a laboring mother's chart
D)  Providing support to families when a family member is brought into trauma

Question 6

The chief nursing officer is pleased with the nurse manager's strategy of improving patient satisfaction in the pediatric intensive care unit.She decides to implement these changes throughout the hospital.What would be important to consider in implementing a new program focused on improving relationships with consumers?

Accepted Answer

A)  Recognition of the nursing staff for excellence in promoting consumer relationships
B)  Holding the staff accountable for resolving patient complaints
C)  Selecting a staff nurse leader to implement the program
D)  Identifying key staff members who have already demonstrated excellence in consumer relationships

Question 7

In orienting new staff nurses to a pediatric intensive care unit, the nurse manager asks the staff nurses to answer the following question: "What is an important consideration in providing information to parents of a critically ill child?"

Accepted Answer

A)  Making sure that they receive complete information during each encounter with a member of the nursing staff
B)  Assessing parents' preferences regarding the amount of information provided
C)  Allowing parents to observe key aspects of their child's nursing care
D)  Making sure that patient education brochures explaining ICU protocols are readily available

Question 8

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

Accepted Answer

A)  poverty.
B)  limited health insurance.
C)  being an older adult.
D)  heavy sedation.

Question 9

As a nurse manager, you see an opportunity for patients to be well serviced through the medical home concept.You recognize that the concept of medical homes:

Accepted Answer

A)  currently does not include nurses in its vision of multifaceted primary care.
B)  includes nurses as part of an interdisciplinary and multidisciplinary team.
C)  restricts nurses to services related to direct care and procedures.
D)  cannot encompass nurses within this framework.

Question 10

John is an older adult patient who comes regularly to the multigroup practice in which you are a nurse practitioner.He says that he doesn't understand what he is supposed to be doing about his medications, because every time he comes to the clinic, he sees a different provider.John's experience represents what aspect of the current consumer experience?

Accepted Answer

A)  Nurses are well-trusted members of the healthcare team.
B)  Fragmentation of care results in lack of respect and trust.
C)  Care providers often have conflicting ideas about care.
D)  The public does not trust care providers other than nurses.

Question 11

The nurse manager analyzes the data from the patient satisfaction surveys.What can a nurse manager do to strengthen service recovery and improve consumer relationships?

Accepted Answer

A)  Post comparisons of patient satisfaction scores with those of other units monthly.
B)  Involve the staff in resolving consumer issues quickly and effectively.
C)  Ensure that staff members apologize to patients when they complain about services.
D)  Ask that patients with complaints about services place them in a written format.

Question 12

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:

Accepted Answer

A)  cultural sensitivity of staff.
B)  cost-effectiveness of care delivery.
C)  economic value of service.
D)  outcomes for clients and their perceptions of care.

Question 13

A 27-year-old woman is admitted to your ICU in a coma, following an accident.The family of the patient, who is a Native American, places a medicine pouch in the bed with the young woman.As the nurse in this situation, it is important to:

Accepted Answer

A)  explain to the family that the medicine pouch may contain herbs that may bother other patients.
B)  ask the family about the significance of the medicine pouch for them.
C)  remove the pouch when the family is not present.
D)  put the medicine pouch on the shelf beside the bed.

Question 14

You are involved in designing a clinic for women in an inner-city neighborhood.A goal of this clinic might be:

Accepted Answer

A)  development of services that are identified in various studies as important for this target group.
B)  partnership with area city councilors and health professionals to provide services that are consistent with their vision and funding sources.
C)  provision of immunization and addictions services and health screening services for women in the area.
D)  development of services that have been identified by the women and neighborhood advocates as necessary for their health care.

Question 15

In designing a program for young adults regarding safe sexual practices, which of the following might reach the greatest number in the target group?

Accepted Answer

A)  Web-based applications
B)  Print-based media such as newspapers
C)  Television advertisements
D)  Brochures in kiosks in malls

Question 16

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:

Accepted Answer

A)  empowering the patient.
B)  avoiding litigation.
C)  advocating for the patient.
D)  supporting the clinical pathway.

Question 17

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:

Accepted Answer

A)  using high-tech-low-touch approaches.
B)  using high-tech-high-touch approaches.
C)  providing products.
D)  providing tangible products of satisfaction.

Question 18

Which of the following exemplifies a service orientation for a facility?

Accepted Answer

A)  Staff members on the unit are encouraged to chart details about family support networks.
B)  Chart audit reveals that details related to assessment of family history are missing.
C)  The palliative care unit organizes a "tree of light" fundraiser each year to highlight the importance of palliative care.
D)  A children's preoperative holding area is implemented in response to requests from families and staff nurses for development of an area.

Question 19

A nurse is admitted to a psychiatric unit.The staff expresses frustration with her because they have explained her medication regimen several times, and yet, when she leaves the unit with a pass, she fails to follow it.The staff believe that, as a nurse, she should be able to understand what is expected.The nurse's failure to follow the regimen indicates:

Accepted Answer

A)  early cognitive impairment.
B)  lack of motivation.
C)  lack of health literacy.
D)  worsening health state.

Question 20

In writing the patient satisfaction survey, the nurse manager is aware of the education levels of the families.What is the most critical element in the concept of health literacy?

Accepted Answer

A)  Providing instructional materials at appropriate reading levels
B)  Facilitating access to translators for persons with language barriers
C)  Obtaining, processing, and understanding basic health information so appropriate decisions can be made
D)  Knowing that most people have limited health literacy skills

Exam 22: Person-Centered Care