Based on Data from the Patient Satisfaction Survey,the Nurse Manager

question 19

Multiple Choice

Based on data from the patient satisfaction survey,the nurse manager decides that a change should be made in communication with family members.What would be important for a nurse manager to consider when instituting a change to improve customer service?

• A) Assess the perceptions of the nursing staff regarding the specific service problem.
• B) Include community representatives on a planning committee to address the change.
• C) Involve physicians, other healthcare professionals, and ancillary staff.
• D) Review all patient complaints with the nursing staff.

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Definitions:

Attitude Formation

The process by which individuals develop their perspectives and feelings towards objects, people, or events.

Direct Experience

The process of gaining knowledge or skills from being personally involved in events or activities, without intermediaries.

ABC Model

A cognitive-behavioral model that outlines the relationship between antecedents, behaviors, and consequences, emphasizing how belief systems influence responses and behaviors.

Elaboration Likelihood Model

A theory in social psychology that explains two routes of persuasion: the central route for people highly involved in the content, and the peripheral route for less engaged audiences.