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:

Cash Account

A financial account that tracks cash transactions, including both receipts and disbursements.

Direct Labor Costs

Wages and other forms of compensation paid to employees who are directly involved in the production of goods.

Labor Efficiency Variance

The difference between the actual labor hours worked and the standard labor hours expected for the level of production achieved.

Labor Rate Variance

Labor Rate Variance is the difference between the actual cost of labor and the budgeted or standard cost, often highlighting discrepancies in wage rates or work mix.