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. The nursing assistant asks the nurse to explain the meaning of advocacy. The nurse explains that the fundamental principle of patient advocacy is what?

• A. Independence
• B. Caring
• C. Competence
• D. Protection

Correct answer: D

Rationale: The correct answer is D: Protection. Protection is the fundamental principle of patient advocacy, ensuring that patients' rights and interests are safeguarded. Advocacy involves actively speaking up for the patient, ensuring they receive proper care, their wishes are respected, and they are protected from harm or exploitation. It goes beyond independence, caring, and competence, focusing on safeguarding the patient's well-being and ensuring their rights are upheld. While independence, caring, and competence are important aspects of patient care, they do not encompass the core principle of advocacy, which is to protect the patient's rights and well-being.

3. While supervising the care of several clients, which action requires intervention by the charge nurse?

• A. A nurse photocopies a client's diagnostic test results.
• B. An assistive personnel documents the client's vital signs on the client's paper-based graphic record.
• C. The unit secretary faxes a client's laboratory results to the provider.
• D. An RN stays with a client to discuss her understanding of her vital signs that were requested.

Correct answer: A

Rationale: The charge nurse should intervene when a nurse photocopies a client's diagnostic test results as it violates patient confidentiality and privacy. This action breaches HIPAA regulations, and sensitive patient information should not be photocopied without proper authorization. The other actions are within the scope of practice and do not raise concerns regarding patient privacy or confidentiality.

4. The nurse listens as the physician asks the patient to participate in a research study and realizes the physician is not adequately explaining the risks of the study. As they leave the patient's room, the nurse encourages the physician to go back and explain the risks more thoroughly. What role is this nurse playing in patient care?

• A. Teacher
• B. Caregiver
• C. Advocate
• D. Communicator

Correct answer: C

Rationale: The nurse is acting as an advocate by ensuring the patient is fully informed before consenting to participate in the study. Advocacy in healthcare involves supporting and promoting the patient's rights, including the right to be fully informed about their care and treatment options. By advocating for the patient in this scenario, the nurse is prioritizing the patient's well-being and autonomy. Choices A, B, and D are incorrect. The nurse is not acting as a teacher, caregiver, or communicator specifically in this scenario, but rather advocating for the patient's right to informed consent.

5. What may the patient's statement, 'I cannot read until I get my glasses,' indicate?

• A. The patient is embarrassed about needing glasses
• B. The patient has visual impairment
• C. The patient may be illiterate
• D. The patient is being uncooperative

Correct answer: C

Rationale: The patient stating they cannot read until they get their glasses suggests a potential issue with literacy rather than visual impairment or unwillingness to cooperate. This statement should prompt further assessment to determine the patient's reading abilities and potential literacy needs. Choice A is incorrect as the statement does not directly imply embarrassment. Choice B is incorrect as the statement does not necessarily indicate a visual impairment. Choice D is incorrect as there is no clear evidence of the patient being uncooperative based on the provided statement.

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