Nursing Elites

1. What is customer satisfaction primarily based on?

• A. Personal interactions with employees
• B. Access to modern, up-to-date facilities
• C. Availability of a wide menu selection
• D. Having to undergo fewer invasive procedures

Correct answer: A

Rationale: Customer satisfaction is primarily based on the quality of personal interactions with staff. Positive personal interactions, including empathy, communication, and responsiveness, greatly impact a customer's overall experience and perception of the service provided, leading to increased satisfaction and loyalty. Choices B, C, and D are incorrect because while modern facilities, menu selection, and ease of procedures can contribute to customer satisfaction, they are secondary factors compared to the quality of personal interactions.

2. A client with a terminal illness is concerned about performing self-care after discharge. Which of the following statements should the nurse make?

• A. A social worker will address your concerns after discharge.
• B. You should plan to go to a skilled nursing facility after discharge.
• C. Your case manager will coordinate the resources you will need.
• D. You will need hospice care until you feel stronger.

Correct answer: C

Rationale: In this scenario, the most appropriate statement for the nurse to make is that the case manager will coordinate the resources needed for self-care after discharge. Case managers are responsible for organizing and ensuring the provision of necessary resources and services to support the patient's care plan, making this the best option among the choices provided. Social workers typically address psychosocial concerns, skilled nursing facilities are for more intensive care needs, and hospice care is usually for end-of-life care, making them less suitable responses in this context.

3. How do accrediting agencies such as the Joint Commission ensure quality care?

• A. Imposing maximum staffing levels
• B. Stipulating nurse-patient ratios
• C. Confirming delivery of satisfactory care
• D. Requiring a specific staff mix

Correct answer: C

Rationale: Accrediting agencies such as the Joint Commission primarily focus on confirming the delivery of satisfactory care rather than imposing specific staffing levels, nurse-patient ratios, or staff mix. They do not dictate the exact staffing levels or ratios but rather evaluate if the care provided meets established quality standards. While adequate staffing levels and appropriate nurse-patient ratios are essential for quality care, accrediting agencies like the Joint Commission assess the outcomes and overall quality of care delivered by healthcare facilities.

4. The patient tells the nurse that his insurance company requires him to pick a primary provider and asks what that means. The nurse explains that a primary provider means choosing what?

• A. A doctor
• B. A staff nurse
• C. One insurance provider
• D. A hospital

Correct answer: A

Rationale: A primary provider is typically a doctor, nurse practitioner, or physician's assistant who is responsible for overseeing and coordinating the patient's comprehensive healthcare needs. This healthcare professional serves as the main point of contact for the patient, managing preventive care, treatments, referrals to specialists, and overall health management. Choice B, a staff nurse, is incorrect as a primary provider is usually a more advanced healthcare professional managing comprehensive care. Choice C, one insurance provider, is incorrect as a primary provider refers to a healthcare professional, not an insurance company. Choice D, a hospital, is incorrect as the primary provider is an individual healthcare professional responsible for coordinating the patient's care, not a healthcare facility.

5. For what purpose does the nursing student predominantly use knowledge about the history of nursing?

• A. To understand the professional choices open to the student
• B. To prevent medication errors in practice
• C. To determine the optimal geographical area for practice
• D. To reduce the cost of delivering quality health care

Correct answer: A

Rationale: Understanding the history of nursing is essential for nursing students as it enables them to comprehend the various professional paths available in the field. By learning about the evolution of nursing practice, students can gain insights into different specialties, roles, and career opportunities within the nursing profession. This historical knowledge helps students make informed decisions about their future career paths and understand the diversity and possibilities within the nursing profession. Choices B, C, and D are incorrect because the primary purpose of studying the history of nursing is not to prevent medication errors, determine practice locations, or reduce healthcare costs. While these are important aspects of nursing practice, they are not the main reasons for studying the history of nursing.

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