Module flashcards (pt 2)

Conflict resulting from differing or contrary beliefs among two or more individuals are known as _________.

intergroup conflicts

For a nurse leader, what is the optimal goal in resolving conflict between team members?

create a win-win solution for all

A nurse manager discusses with the health care team the importance of performing core measures for the designated areas of implementation. What should the manager be sure to inform the team may be the consequence of noncompliance?

a 2% reduction in the Medicare annual payment

A new graduate nurse has been assigned to an RN preceptor with a history of being tough, uncivil, and intimidating to new nurses. During the first day on the job, the graduate nurse has a harsh exchange with the RN. What type of conflict is this?

interpersonal conflict

Conflict can have a negative or positive influence on those involved. (t/f)

true

After a patient had a negative outcome related to a medical error, the nurse follows the policy for sentinel events. What organization does the nurse recognize monitors the adherence to this type of policy for accreditation?

The joint commission

health care shifted focus from patient care to issues of cost and quality (t/f)

true

Nurse leaders understand that there are various stages of conflict. What is the final stage?

conflict aftermath

A health care team has been challenged to determine what other facilities are doing to decrease the number of hospital-acquired infections so that an action plan can be created to decrease the rate in their facility. What will the health care team do to achieve this challenge?

benchmarking

A nurse leader is performing a process audit. Which would be a consideration on a process audit? (Select all that apply.) 1. Comparing a patient's medication order to the medications the patient has been taking 2. Ensuring that machines are recalibrated according to department policy 3. Checking the completeness of a patient's medical record 4. Ensuring that a patient has access to television in their room 5. Assessing the availability of fire extinguishers in patient care areas

1. Comparing a patient's medication order to the medications the patient has been taking 2. Ensuring that machines are recalibrated according to department policy 3. Checking the completeness of a patient's medical record

Nurse leaders make use of quality control tools to identify various types of errors as outlined by the IOM report. What are some of the most common types of errors reported in today's health care system? (select all that apply) 1. spelling errors 2 equipment errors 3. communication errors 4. diagnostic errors 5. medication errors

2 equipment errors 3. communication errors 4. diagnostic errors 5. medication errors

The nurse leader must be aware of barriers that can prevent effective mediation. These include which of the following? (Select all that apply.) 1. Manipulation 2. Negative body language 3. Intimidation 4. Ridicule 5. Active listening

1. Manipulation 2. Negative body language 3. Intimidation 4. Ridicule

Common causes of organizational conflict are: 1. Assertive communication 2. Poor communication 3. Changes 4. Diversity in the workplace 5. Unclear expectations

2. poor communication 3. changes 4. diversity in the workplace 5. unclear expectations

A nurse manager would like to determine how well the team is doing in terms of meeting the hospital's goal of increased patient satisfaction. What action should the manager take after determining best practices?

capture when the team is and is not using best practices and the outcomes

A nurse manager is implementing a quality control tool that is systematic and will allow the official examination of a record for patients with postoperative infections. What type of tool is the nurse manager using to collect and evaluate this data?

an audit

The six aims for improving quality health care as directed by the Institute of Medicine include safe, effective, patient-centered, timely, efficient, and __________.

equitable

Negotiation closure ends with restating the final decision in order to assess individual understanding of the resolution. (t/f)

false

Workplace violence is decreasing among health care workers. (t/f)

false

A nursing unit in a busy hospital is planning to undergo a major restructuring, and several staff members have expressed anxiety about the impending change. What type of conflict exists in this situations?

felt conflict

The members of a nursing staff claim that the lab department is not reporting patients' critical values fast enough, but the lab department claims that it is. The nursing manager and the lab department director are sent to conflict resolution to come to a solution that will be in the best interest of patient continuity. Based upon this scenario, which type of conflict exists?

intergroup conflict

A health care team is implementing the Toyota Production System (TPS) because the facility is having financial difficulty and may have to consider minimizing its workforce. Prior to implementing TPS, what should the team consider? (Select all that apply.) 1. How it will change the organization's culture, values, and roles 2. The ease with which the transition will take place 3. The level of staff preparation and involvement that will be required 4. How it will allow for problem solving 5. The commitment of time and resources from the facility's leadership

1. How it will change the organization's culture, values, and roles 3. The level of staff preparation and involvement that will be required 5. The commitment of time and resources from the facility's leadership

A nurse manager is faced with a conflict situation. One of the nurse manager's team members is confused about their hospital responsibilities. This team member is shy and doesn't ask for direction, leading to a lack of communication that decreases the quality of patient care. What questions should the nurse manager ask to analyze the situation? (Select all that apply.) 1. which individuals need to be fired? 2. what individual factors are involved? 3. what learning opportunities can be introduced? 4. who are the people involved? 5. what environmental factors are involved?

4. who are the people involved 2. what individual factors are involved 5. what environmental factors are involved

The nurse manager of an acute care unit determines the increase in the incidence of medication errors over the last six months and identifies this as a focus area for improvement. What is the next action by the nurse manager?

Organize a total quality management (TQM) meeting

A nurse leader at a long-term care facility wants to determine if vital signs are being checked according to policy. What can the leader do to measure this process of care?

a process audit

A nurse manager is attempting to ensure adequate resources are available in order to meet changing patient needs. What would be the best type of audit for the manager to perform?

a structure audit

The nurse manager on a busy unit that has recently been experiencing shift conflicts. As the staff can have different opinions on conflicts, what is the best first step to take to resolving conflict?

assessing what factors are affecting the judgement of the people involved in the conflict

A nursing educator at a local hospital is responsible for assigning nursing interns to specific units to begin orientation while they simultaneously complete their last nursing school clinical course. Eight interns want to be assigned to the ICU, but there are only 2 slots available. As a result, the nursing educator decides that the 2 interns with the highest GPAs and who interview the best will be assigned to the ICU. The interns agree this is a fair solution. What strategy did the educator employ?

consensus

Quality control is the process of being reactive in order to minimize continued risks or hazards. (t/f)

false

A nurse leader is trying to bring about change on the unit. Which intervention is associated with the nurse leader role?

inspiring staff to maintain high standards regarding patient care

A new graduate RN has a desire to work in a trauma hospital facility located in Los Angeles but has an aging mother who lived in small town in Pennsylvania and is reluctant to leave her alone. What type of conflict ist this?

intrapersonal

Quality control tools used by the nurse leader include which of the following?

process audits and structure audits

An older adult patient recently had a hip replacement with an indwelling catheter inserted. The patient developed symptoms of a urinary tract infection (UTI) postoperatively, and the nurse placing the catheter was reeducated by the nurse leader regarding avoidance of UTIs when inserting catheters. Which quality approach did the nurse leader use?

quality assurance techniques

A nurse manager believes that the nursing unit is experiencing too little conflict. What signs within the organization would indicate this is true?

the organization has become static

Nurse leaders should understand the criteria or standards that are needed to establish effective quality control process. (t/f)

true

The negotiation strategies mirror that of the nursing process. (t/f)

true

The nurse leader's optimal goal in conflict resolution is to create a win-win situation. (t/f)

true

A nurse leader wants to ensure that the team is always practicing proper hygiene after caring for a patient. A complaint was filed against a nurse for not washing the hands before examining a wound on a child's knee. What is the nurse leader's control criteria?

whether the team is practicing proper hygiene

The nursing director of a cardiovascular surgical intensive care unit has received reports from staff members that one of the cardiovascular physician groups is not willing to follow some of the recently instituted procedures related to initial admission orders. This group is at odds with the unit staff. What attributes of negotiation must the director employ to foster a successful outcome between the two groups? (Select all that apply.) 1. Maintaining neutral facial expressions 2. Maintaining a strong closed posture 3. Maintaining a professional stance 4. Maintaining neutral body language 5. Maintaining an aggressive speech pattern

1. maintaining neutral facial expressions 3. maintaining a professional stance 4. maintaining neutral body language

The unit manager of a medical-surgical unit undergoing restructuring changes realizes that to create a more controlled transition for your staff, it will be necessary to incorporate the conflict resolution strategy known as "smoothing". Smoothing is best defined as:

looking toward something that the parties in conflict are in agreement about

What are the focus areas of the To Err is Human recommendations? (select all that apply) 1. set performance standards for safety 2. enhance leadership 3. identify errors and provide solutions for prevention 4. implement safety systems 5. enhance knowledge

All: 1. set performance standards for safety 2. enhance leadership 3. identify errors and provide solutions for prevention 4. implement safety systems 5. enhance knowledge

The nurse is the manager of a telemetry unit that is undergoing restructuring, resulting in the need for the nursing staff to accommodate both the telemetry unit and the medical rehab unit. Most of the staff on the telemetry unit have worked there for many years, and this change will create conflict. At what stage does this conflict exist?

latent conflict stage

A unit manager is tasked with developing a new organ procurement team. This type of team involves multiple entities within the hospital, as well as community partners and surgical groups that will need to be brought together. Which actions should be practiced during the preparation stage of a negotiation? (Select all that apply.) 1. Knowing the unit manager's own possible agendas 2. Knowing the issue, the other parties involved, and their possible agendas 3. Making sure everyone agrees to a single understanding 4. Making sure the understanding is in writing

1. Knowing the unit manager's own possible agendas 2. Knowing the issue, the other parties involved, and other possible agendas

Conflict is needed to promote organizational growth. (t/f)

true

Nurse leaders should encourage or establish an appropriate amount of conflict in the workplace. (t/f)

true

Which of the following is considered a nursing leadership role with regard to quality control?

embraces, supports, and champions the quality improvement process

Total quality management is referred to as continuous quality improvement and is used to meet the Healthy People Living 202 goals. (t/f)

true

Which statement about total quality management is correct?

it considers the individual as the focal element on which production and service depend

Nurse leaders need to understand that in order to be effective, the quality control process must be ____________.

ongoing

A nurse is tasked with performing an audit on patients in the long-term care facility who are developing pressure ulcers. After identifying the information relevant to the criteria, what is the nurse's next action?

determine ways to collect data

For the nurse leader to be effective in their role, the leader does not need to identify the stages of conflict but only acknowledge its existence to being the resolution. (t/f)

false

A patient is planning to have a surgical procedure but is concerned about poor patient care quality at the local hospital, and performed a quality check and comparison of several hospitals. What conglomeration of non-healthcare Fortune 500 companies defined quality measurements to allow consumers to compare hospitals?

leapfrog

There are hallmarks that are associated with effective quality control programs. Select those hallmarks form the following list:

administration support, organizational support, process is ongoing

A nurse manager is implementing the National Patient Safety Goals (NPSG) for the acute care unit. What will the manager have the staff implement to meet these goals? (Select all that apply.) 1. Check identification bracelet and ask the patient name and date of birth prior to medication administration. 2. Have patient identify surgical site prior to going to the perioperative suite. 3. Ensure that urinary catheters are properly secured to promote unobstructed urine drainage. 4. Ask the patient about their financial status to determine ability to pay for hospitalization. 5. When handing off report to other staff, use SBAR format.

1. Check identification bracelet and ask the patient name and date of birth prior to medication administration. 2. Have patient identify surgical site prior to going to the perioperative suite. 3. Ensure that urinary catheters are properly secured to promote unobstructed urine drainage. 5. When handing off report to other staff, use SBAR format.

An ICU supervisor is about to enter an important negotiation with the hospital CEO. Which actions can the supervisor perform during the negotiation to increase its likelihood of success? (Select all that apply.) 1. Restate what has been agreed upon, both verbally and in writing. 2. Determine the incentives of the CEO. 3. Role-model good communication skills. 4. Take a break if either becomes tired or angry. 5. Look for hidden agendas.

3. Role-model good communication skills 4. Take a break if either becomes tired or angry

A new graduate asks the nurse manager what organization develops the standards of the nursing profession so that the quality of practice can be measured. What is the best response by the manager?

The American Nurses Association (ANA)

Why is conflict an expected occurrence on a large medical-surgical unit? (Select all that apply.) 1. People who have different goals 2. People of comparable beliefs 3. People with different values 4. People with shared interests 5. People of similar backgrounds

1. people who have different goals 3. people with different values

An older adult patient fell out of bed 2 days after a hip replacement and had to return to surgery. What process should be done in order to prevent future negative outcomes such as this?

critical event analysis

A new nurse on a medical-surgical unit has an uncomfortable encounter with one of the RNs. Both the RN and the new nurse realize that the encounter was trivial and decide to ignore that it occurred. What type of conflict strategy management is being used?

avoidance

what is the final step of the quality improvement process that the nurse leader must complete in order to improve patient care?

evaluation

Two nurses were selected to learn about a new piece of technology that could improve the accuracy of patient assessments. This training was to be provided at a long distance from the hospital, and the nurses' employer could only afford travel expenses for one nurse. The hospital chose to send the nurse who had historically show more proficiency in teaching others about new technology. This displeased the nurse who was not selected, who was then unfriendly to the nurse who was selected. What is the likely source of conflict between these nurses?

professional competition

The RN on a medical-surgical unit that has experienced several changes in its administrative structure due to conflicts with the mission of the hospital. The RN realizes that conflict should be managed to allow for what outcomes (select all that apply) 1. growth within the organization 2. enhanced productivity 3. reduced employee satisfaction 4. innovation 5. diminished productivity

1. growth within the organization 2. enhanced productivity 4. innovation

The ICU and ED director of a small hospital has recently experienced conflict with the ED staff and ICU staff related to patient transfers occurring at the end of the shift. The ED nursing staff work 12-hour shifts from 11am to 11pm, while the ICU nursing staff work 12-hour shifts 7am to 7pm. The director realizes that the two nursing departments must negotiate to resolve the conflict. What is a critical goal in negotiation? (Select all that apply.) 1. That both parties perceive that they have won something they value 2. That the hidden agendas of all parties be exposed 3. That both parties feel like they have gained something they wanted 4. That gains for each party are different 5. That each party willingly reveals their negotiating limits

1. that both parties perceived that they have won something they value 3. that both parties feel like they have gained something they wanted

A nurse leader works at a facility that has total quality management (TQM) as the backbone of its organizational goals and objectives for quality control. Which activity reflects how the leader can practice TQM on their unit?

promote teamwork rather than individual accomplishments

The nurse-manager of a surgical unit must hire travel RNs to work during busy times. Knowing that travel nurses typically receive higher hourly salaries as well as completion bonuses for the 13-week assignment, the manager anticipates regular staff will have animosity toward these nurses. The manager has a plan to allow the regular staff to have every weekend off (because part of the travel nurse's contract states that the nurse may be required to work each weekend during the contracted time frame). What type of conflict resolution strategy is the manager using?

compromising