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Clinical Management Exam 2 Questions And Rationale
Comprehensive 2026 Questions Exam Latest Version
Solved Questions & Answers Verified 100 %
1. The chief nursing officer decides to establish a client advocacy position in
an oncology unit. Advocacy is best represented by:
a. establishing private and professional networking systems.
b. asking social services to handle clients' concerns.
c. identifying community support groups.
d. empowering others by promoting self-determination.
D
Advocacy involves empowering and promoting self-determination in others.
2. As part of performance appraisal, the nurse manager designs strategies to
acknowledge staff members. What practices by the nurse manager best
acknowledge staff accountability and contribution?
a. Providing new and varied learning experiences for staff members
b. Fostering group cohesiveness through standardization of unit activities
c. Allowing professionals greater influence over their practices
d. Giving recognition for success and support for failure to staff members
C
Facilitating greater control over practices implies trust and acknowledges expertise
and performance.
4. The nurse manager must develop a patient satisfaction survey. What is one
of the critical elements in selecting a patient satisfaction
instrument?
a. Being able to use the same instrument for all clinical units
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b. Including items that are important from the patient's perspective
c. Being able to administer the instrument before a patient's discharge from
the hospital
d. Being sure that the reading level is no higher than third grade
B
Because satisfaction is a measure of service and service is a measure of perception
of what matters to the patient, to measure satisfaction, surveys must include items
that reflect the perspective of the patient. The quality of human contacts becomes
the measure by which the consumer forms perceptions and judgments about nursing
and the health agency. Consumers may not be able to evaluate the quality of
interventions, but they always can evaluate the quality of the relationship with the
person delivering the
service.
5. In writing the patient satisfaction survey, the nurse manager is aware of the
education levels of the families. What is the most
critical element in the concept of health literacy?
a. Providing instructional materials at appropriate reading levels
b. Facilitating access to translators for persons with language barriers
c. Obtaining, processing, and understanding basic health information so
appropriate decisions can be made
d. Knowing that most people have limited health literacy skills
C
The definition of health literacy used by the federal government is "the degree to
which individuals have the capacity to obtain,
process, and understand basic health information and services needed to make
appropriate health decisions" (U.S. Department of
Health and Human Services, 2010).
6. The nurse manager analyzes the data from the patient satisfaction surveys.
What can a nurse manager do to strengthen service
recovery and improve consumer relationships?
a. Post comparisons of patient satisfaction scores with those of other units
monthly.
b. Involve the staff in resolving consumer issues quickly and effectively.
c. Ensure that staff members apologize to patients when they complain about
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services.
d. Ask that patients with complaints about services place them in a written
format.
B
Consumers need to be treated with fairness, given explanation, and provided with
information about how errors will be prevented
in the future. Staff can be assisted to respond to patient concerns through scripting,
support, and an atmosphere that places an
emphasis on learning and solutions rather than on blaming.
7. Based on data from the patient satisfaction survey, the nurse manager
decides that a change should be made in communication with family
members. What would be important for a nurse manager to consider when
instituting a change to improve customer service?
a. Assess the perceptions of the nursing staff regarding the specific service
problem.
b. Include community representatives on a planning committee to address the
change.
c. Involve physicians, other healthcare professionals, and ancillary staff.
d. Review all patient complaints with the nursing staff.
A
Nurses are the healthcare providers who spend the most time with the consumer
and are in an opportune position to understand the issues, structures, and processes
that affect patients. The nurse acts as the primary person to be alert to
circumstances that may
prevent a successful outcome for the patient and to intervene on the patient's behalf.
As a nurse manager, it is important to support staff in their use of power to be in
control and to make decisions at the consumer-staff level of interaction.
8. The chief nursing officer is pleased with the nurse manager's strategy of
improving patient satisfaction in the pediatric intensive
care unit. She decides to implement these changes throughout the hospital.
What would be important to consider in implementing a
new program focused on improving relationships with consumers?
a. Recognition of the nursing staff for excellence in promoting consumer
relationships
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b. Holding the staff accountable for resolving patient complaints
c. Selecting a staff nurse leader to implement the program
d. Identifying key staff members who have already demonstrated excellence in
consumer relationships
A
The nurse leader should allow professionals more influence over their practice; give
staff opportunities to learn new and varied
skills; give recognition and reward for success and support and consolation for lack
of success; and foster motivation and belief in
the importance of each individual and the value of his or her contribution.
9. In orienting new staff nurses to a pediatric intensive care unit, the nurse
manager asks the staff nurses to answer the following
question: "What is an important consideration in providing information to
parents of a critically ill child?"
a. Making sure that they receive complete information during each encounter
with a member of the nursing staff
b. Assessing parents' preferences regarding the amount of information
provided
c. Allowing parents to observe key aspects of their child's nursing care
d. Making sure that patient education brochures explaining ICU protocols are
readily available
B
Consultation with the parents regarding the amount of information that they desire
reflects a service orientation, in which preferences and needs of the consumer are
placed first. The other answers reflect nurse-directed decisions in which the nurse
decides what information and how much information is needed and how it is to be
delivered.
11. A nurse is admitted to a psychiatric unit. The staff expresses frustration
with her because they have explained her medication
regimen several times, and yet, when she leaves the unit with a pass, she fails
to follow it. The staff believe that, as a nurse, she
should be able to understand what is expected. The nurse's failure to follow
the regimen indicates:
a. early cognitive impairment.
Clinical Management Exam 2 Questions And Rationale
Comprehensive 2026 Questions Exam Latest Version
Solved Questions & Answers Verified 100 %
1. The chief nursing officer decides to establish a client advocacy position in
an oncology unit. Advocacy is best represented by:
a. establishing private and professional networking systems.
b. asking social services to handle clients' concerns.
c. identifying community support groups.
d. empowering others by promoting self-determination.
D
Advocacy involves empowering and promoting self-determination in others.
2. As part of performance appraisal, the nurse manager designs strategies to
acknowledge staff members. What practices by the nurse manager best
acknowledge staff accountability and contribution?
a. Providing new and varied learning experiences for staff members
b. Fostering group cohesiveness through standardization of unit activities
c. Allowing professionals greater influence over their practices
d. Giving recognition for success and support for failure to staff members
C
Facilitating greater control over practices implies trust and acknowledges expertise
and performance.
4. The nurse manager must develop a patient satisfaction survey. What is one
of the critical elements in selecting a patient satisfaction
instrument?
a. Being able to use the same instrument for all clinical units
, Page 2 of 73
b. Including items that are important from the patient's perspective
c. Being able to administer the instrument before a patient's discharge from
the hospital
d. Being sure that the reading level is no higher than third grade
B
Because satisfaction is a measure of service and service is a measure of perception
of what matters to the patient, to measure satisfaction, surveys must include items
that reflect the perspective of the patient. The quality of human contacts becomes
the measure by which the consumer forms perceptions and judgments about nursing
and the health agency. Consumers may not be able to evaluate the quality of
interventions, but they always can evaluate the quality of the relationship with the
person delivering the
service.
5. In writing the patient satisfaction survey, the nurse manager is aware of the
education levels of the families. What is the most
critical element in the concept of health literacy?
a. Providing instructional materials at appropriate reading levels
b. Facilitating access to translators for persons with language barriers
c. Obtaining, processing, and understanding basic health information so
appropriate decisions can be made
d. Knowing that most people have limited health literacy skills
C
The definition of health literacy used by the federal government is "the degree to
which individuals have the capacity to obtain,
process, and understand basic health information and services needed to make
appropriate health decisions" (U.S. Department of
Health and Human Services, 2010).
6. The nurse manager analyzes the data from the patient satisfaction surveys.
What can a nurse manager do to strengthen service
recovery and improve consumer relationships?
a. Post comparisons of patient satisfaction scores with those of other units
monthly.
b. Involve the staff in resolving consumer issues quickly and effectively.
c. Ensure that staff members apologize to patients when they complain about
, Page 3 of 73
services.
d. Ask that patients with complaints about services place them in a written
format.
B
Consumers need to be treated with fairness, given explanation, and provided with
information about how errors will be prevented
in the future. Staff can be assisted to respond to patient concerns through scripting,
support, and an atmosphere that places an
emphasis on learning and solutions rather than on blaming.
7. Based on data from the patient satisfaction survey, the nurse manager
decides that a change should be made in communication with family
members. What would be important for a nurse manager to consider when
instituting a change to improve customer service?
a. Assess the perceptions of the nursing staff regarding the specific service
problem.
b. Include community representatives on a planning committee to address the
change.
c. Involve physicians, other healthcare professionals, and ancillary staff.
d. Review all patient complaints with the nursing staff.
A
Nurses are the healthcare providers who spend the most time with the consumer
and are in an opportune position to understand the issues, structures, and processes
that affect patients. The nurse acts as the primary person to be alert to
circumstances that may
prevent a successful outcome for the patient and to intervene on the patient's behalf.
As a nurse manager, it is important to support staff in their use of power to be in
control and to make decisions at the consumer-staff level of interaction.
8. The chief nursing officer is pleased with the nurse manager's strategy of
improving patient satisfaction in the pediatric intensive
care unit. She decides to implement these changes throughout the hospital.
What would be important to consider in implementing a
new program focused on improving relationships with consumers?
a. Recognition of the nursing staff for excellence in promoting consumer
relationships
, Page 4 of 73
b. Holding the staff accountable for resolving patient complaints
c. Selecting a staff nurse leader to implement the program
d. Identifying key staff members who have already demonstrated excellence in
consumer relationships
A
The nurse leader should allow professionals more influence over their practice; give
staff opportunities to learn new and varied
skills; give recognition and reward for success and support and consolation for lack
of success; and foster motivation and belief in
the importance of each individual and the value of his or her contribution.
9. In orienting new staff nurses to a pediatric intensive care unit, the nurse
manager asks the staff nurses to answer the following
question: "What is an important consideration in providing information to
parents of a critically ill child?"
a. Making sure that they receive complete information during each encounter
with a member of the nursing staff
b. Assessing parents' preferences regarding the amount of information
provided
c. Allowing parents to observe key aspects of their child's nursing care
d. Making sure that patient education brochures explaining ICU protocols are
readily available
B
Consultation with the parents regarding the amount of information that they desire
reflects a service orientation, in which preferences and needs of the consumer are
placed first. The other answers reflect nurse-directed decisions in which the nurse
decides what information and how much information is needed and how it is to be
delivered.
11. A nurse is admitted to a psychiatric unit. The staff expresses frustration
with her because they have explained her medication
regimen several times, and yet, when she leaves the unit with a pass, she fails
to follow it. The staff believe that, as a nurse, she
should be able to understand what is expected. The nurse's failure to follow
the regimen indicates:
a. early cognitive impairment.
