Nokea
The Medical Director, with the Chief Nurse and other officers, of the hospital believe that Patient Relations is important in risk management because a dissatisfied customer is likely to sue. Which is NOT the way to handle complaints?
- A. Let the patient express himself,
- B. Be sure to rebut the patient point by point.
- C. Staff should not be defensive.
- D. Listen to the patient's cue carefully.
Correct Answer: B
Rationale: Option B, "Be sure to rebut the patient point by point," is NOT the way to handle complaints. When dealing with patient complaints, it is important to take a calm and empathetic approach rather than engaging in a defensive or confrontational manner. Rebutting the patient point by point can escalate the situation and may further alienate the patient. Effective complaint management involves active listening, showing empathy, addressing concerns, and working towards a resolution that benefits both the patient and the healthcare provider.
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Which of the following immunoglobulin classes is primarily involved in providing passive immunity to newborn infants through breast milk?
- A. IgA
- B. IgG
- C. IgE
- D. IgM
Correct Answer: A
Rationale: IgA is the primary immunoglobulin class involved in providing passive immunity to newborn infants through breast milk. IgA antibodies are highly concentrated in colostrum and breast milk, offering important protection to newborns against infections. IgG antibodies can also be passed from the mother to the fetus through the placenta, providing passive immunity during pregnancy, but IgA is the main immunoglobulin class transferred through breast milk for protecting the infant's gastrointestinal and respiratory tracts. IgE is mainly involved in allergies and hypersensitivity reactions, while IgM is an early responder in the immune response to infections.
To ensure that the staff adheres to their job responsibilities which should be the appropriate toool should Nurse Mae utilize in evaluating staff performance?
- A. Memorandum
- B. Incident report
- C. Performance evaluation
- D. Anecdotal report
Correct Answer: C
Rationale: Nurse Mae should utilize performance evaluations to ensure that the staff adheres to their job responsibilities. Performance evaluations are structured assessments that provide a holistic view of an employee's performance against established standards and job responsibilities. By conducting regular performance evaluations, Nurse Mae can objectively measure staff performance, identify areas of strengths and weaknesses, provide feedback for improvement, and set goals for professional development. This tool is essential for monitoring and managing staff performance effectively in a healthcare setting.
During the first contact of the patient with the nurse, the latter should demonstrate the following behavior, which the EXCEPTION of _______.
- A. Caring
- B. Encouraging
- C. Comforting
- D. Compelling
Correct Answer: D
Rationale: During the first contact with a patient, a nurse should demonstrate caring, encouraging, and comforting behaviors. These qualities help create a positive and supportive environment for the patient. However, compelling behavior, which implies forcing or pressuring someone to do something, is not appropriate during the initial interaction with a patient. It is essential for the nurse to build trust and rapport with the patient, and compelling behavior can be counterproductive to establishing a nurturing relationship. Thus, compelling is the exception among the given choices for the nurse's behavior during the first contact with a patient.
A nurse fails to irrigate a feeding tube as ordered, resulting in harm to the patient. This nurse could be found guilty of:
- A. malpractice
- B. Negligence
- C. Harm to the patient
- D. Failure to follow the nurse practice act
Correct Answer: B
Rationale: Negligence refers to the failure to perform a duty of care that a reasonable person would have exercised in the same situation, resulting in harm or injury to another person. In this scenario, the nurse failed to perform an ordered irrigation of a feeding tube, which is a standard nursing duty. This failure to act according to the orders resulted in harm to the patient, indicating negligence on the part of the nurse. Malpractice is a specific type of negligence that occurs when a professional fails to provide the standard level of care, so in this case, it falls under the broader category of negligence. Harm to the patient is the consequence of the nurse's negligence, and failure to follow the nurse practice act may be a contributing factor to the negligence, but the primary issue is the failure to provide proper care - which is negligence.
The nurse closely monitors the work she delegated to the barangay health worker. She is legally guided by this principle
- A. Respondent superior
- B. The good Samaritan
- C. Res ipsa loquitor
- D. Jurisprudence
Correct Answer: A
Rationale: Respondent superior is a legal doctrine that holds an employer (such as a nurse) responsible for the actions of their employees (such as a barangay health worker) performed within the scope of their employment. In the scenario provided, the nurse delegated tasks to the barangay health worker, making the health worker an agent of the nurse. By closely monitoring the delegated work, the nurse is fulfilling her legal responsibility under the principle of respondent superior to ensure that the health worker performs their duties properly and in accordance with professional standards.