A patient says that staff ignored repeated requests for help with toileting. Which response best demonstrates patient-centred quality improvement?
Correct answer: A. Thank the patient, document the concern and investigate the response process
- A. Thank the patient, document the concern and investigate the response process
- B. Explain that busy wards cannot respond to every request promptly
- C. Ask the patient to complain only if an injury occurs
- D. Tell the patient that the staff member involved will be punished
Explanation
Listening respectfully, documenting the concern and examining the service process use feedback to improve care. Dismissing the complaint or promising punishment does not identify or prevent the underlying problem.
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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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