The nurse manager analyzes the data from the client satisfaction surveys. What can a nurse manager do to strengthen client satisfaction?
Post comparisons of client satisfaction scores with those of other units on a monthly basis.
Involve the staff in resolving client issues quickly and effectively.
Ask clients with complaints about services to place them in a written format.
Ensure that staff apologize to clients only when it was their fault.
The Correct Answer is B
Choice A reason: Posting comparisons of client satisfaction scores can be motivating for the staff, but it may also create unnecessary competition and stress, which could negatively impact client care and satisfaction.
Choice B reason: Involving staff in resolving client issues quickly and effectively can directly improve client satisfaction. It demonstrates a commitment to addressing concerns and improving the client experience.
Choice C reason: Asking clients to put complaints in writing can be part of a formal grievance process, but it may not strengthen client satisfaction as it could be perceived as bureaucratic and unresponsive.
Choice D reason: Ensuring that staff apologize only when it is their fault does not foster a culture of accountability and service recovery, which are important for client satisfaction. Apologies can be powerful in healing and restoring client trust, even if the staff is not at fault.
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Related Questions
Correct Answer is D
Explanation
Choice A reason: Conducting a chart review can provide insights into the care issue, but it does not directly address the employee's performance or reasons for failing to meet standards.
Choice B reason: Asking other staff to document concerns may be part of a broader investigation into the issue, but it should not be used solely for the purpose of discharging an employee without a fair assessment and opportunity for improvement.
Choice C reason: Asking questions of the employee can help understand their perspective and knowledge base, but it is not a comprehensive approach to dealing with performance issues.
Choice D reason: Determining if the issue is related to the employee's will or skill is essential. If it is a skill issue, the leader can provide additional training or resources. If it is a will issue, then further action, such as motivational interviewing or disciplinary measures, may be necessary. This approach ensures a fair and constructive response to the problem.
Correct Answer is D
Explanation
Choice A reason: Purchasing software may help with tracking activities, but it is not the first step in managing time effectively. It does not address the underlying issues of time management.
Choice B reason: Reorganizing spaces can be helpful, but without clear goals, it may not lead to effective time management.
Choice C reason: Identifying time-consuming activities is important, but it should come after setting clear goals to provide direction for prioritization.
Choice D reason: Determining personal and professional goals is the first step in time management as it allows the manager to prioritize activities and align them with their objectives.
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