The nurse manager analyzes the data from the patient satisfaction surv

QUESTION

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?

a. Post comparisons of patient satisfaction scores with those of other units on a monthly basis.
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.

ANSWER:

ANS: B
Consumers need to be treated with fairness, given explanation, and provided with information about how errors will be prevented in the future. Staff can be assisted to respond to patient concerns through scripting, support, and an atmosphere that places an emphasis on learning and solutions rather than on blaming.