A Patient Comes into the Emergency Department with a Chemical

question 6

Multiple Choice

A patient comes into the emergency department with a chemical burn from contact with lye.Assessment and treatment of this patient will be based on what knowledge regarding this type of burn? Select all that apply.

• A)This is an alkali burn.
• B)This type of burn tends to be deeper.
• C)This is an acid burn.
• D)This type of burn will be easier to neutralize.
• E)This type of burn tends to be more superficial.

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Definitions:

Service Recovery

The strategies and actions a company takes to fix a problem following a service failure and to address the customer's dissatisfaction.

Angry and Emotional Customer

A customer who expresses dissatisfaction or frustration with a service or product in a highly emotional or aggressive manner.

Listen Carefully

emphasizes the importance of paying full attention to and processing verbal and non-verbal messages during communication.

Zone of Tolerance

The range within which customers are willing to accept variations in service or product quality.