A patient-safety committee receives several complaints about poor communication, but each complaint concerns a different shift. What is the most useful next step?
Correct answer: A. Group the complaints by common themes and examine related processes
- A. Group the complaints by common themes and examine related processes
- B. Dismiss the complaints because they do not involve the same nurse
- C. Ask the complainants to identify one staff member to blame
- D. Count only complaints that include a confirmed patient injury
Explanation
Looking for themes can reveal wider problems in handover, call-bell response, explanations, or staffing. Patient feedback is useful for prevention even when no injury has occurred, and it should not be reduced to individual blame.
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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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