Patient Experience

When I’m not able to help a guest , I should:

• Tell them honestly and ask them to find another nurse

• Tell them It’s not my job , I am a nurse and I don't know where to find the duty manger

• Get help immediately and advise the person help is on the way

As a Nurse , it is important to focus on:

• Only what the caregiver or next of kin wants for the patient.

• The preferences of the patient and his or her family and the overall experience from their perspective.

• The decisions made by the physician regardless of the patient's wishes.

• The medical treatment being given to the patient.

What is the name of our official patient satisfaction surveying vendor at SGH?

• Survey Monkey

• Advisory Board

• Press Ganey

• All of the Above

“Seeing with the eyes of another, listening with the ears of another, and feeling with the heart of another”. What is this called?

• Clinical Care

• Service Recovery

• Friendliness

• Empathy

What does the “A” in CARE stand for?

• Alternate

• Assist

• Anticipate

• Ask

What does the “R” in CARE stand for?

• Revise

• Review

• Respect

• Response

One of the following is NOT correct when explaining any thing to the guest ?

• Think Before you speak

• Ensure Clarity

• Exaggerate Facts

• Always ask if they have any questions

What was the last quarter Press Ganey score for nursing department ?

• 92%

• 85%

• 82%

• 77%

Which of the following is the best guarantee that the patient's priority needs are met?

• Checking with the relative of the patient

• Consulting with the physician

• Preparing a nursing care plan in collaboration with the patient

• Coordinating with other members of the team

The art and science of knowing and understanding your guests is

• hospitality

• Guestology

• customer service

• Apathy