The Nurse Manager Analyzes the Data from the Patient Satisfaction

question 7

Multiple Choice

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 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.