A Consumer Complains About the Lack of Change in an Aspect

question 18

Multiple Choice

A consumer complains about the lack of change in an aspect of the health plan that the consumer noted as negative in an earlier patient satisfaction survey. What is the nurse's best response to this complaint?

• A) "That is unusual, since patient satisfaction surveys give the best evaluative information."
• B) "They do those surveys, but the responses are so contradictory that the health plan administrators pretty much ignore the feedback."
• C) "That is highly unethical of the plan's administrators. The next step would be a complaint to the Surgeon General's office."
• D) "Patient satisfaction results are part of the evaluation process, but other factors such as professional standards also are considered."

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Definitions:

Schemas

Cognitive frameworks or concepts that help individuals organize and interpret information in the world around them.

Cognitive Developments

The process by which an individual's ability to think, understand, and reason matures over time.

Haphazard

Lacking any obvious principle of organization; random or disorganized.

Developmental Stage

A distinct period in the life span characterized by particular patterns of behavior and cognitive abilities.