A patient feedback survey shows repeated complaints about delays in answering call bells. What should the nurse manager do first?
Correct answer: A. Verify the pattern using call-bell records and direct observation
- A. Verify the pattern using call-bell records and direct observation
- B. Remove the complaints from the quality report
- C. Warn the nurse who received the most complaints
- D. Close the survey because opinions are not clinical evidence
Explanation
The manager should validate the reported problem with additional data before selecting an intervention. Patient feedback is valuable safety information, but triangulating it with observations and records supports a fair improvement decision.
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About Quality and Patient Safety
Quality and patient safety include standards of care, quality assurance, continuous quality improvement, audits, indicators and patient feedback. The subject also covers medication errors, falls, infections, communication failures, incident reporting, root cause analysis and preventive actions, distinguishing system improvement from assigning blame to an individual.
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