A. Patient focus group

B. Quantitative survey

C. Role play scenario

D. Direct observation

A. " Don ' t worry; I could do this procedure in my sleep. "

B. " I ' ve done this before. We rarely have complications and you ' ll be fine. "

C. " We are going to do our best. Don ' t worry about a thing. "

D. " I ' ve performed this procedure hundreds of times. I ' ll take great care of you. "

A. Pareto principle

B. Process mapping

C. SWOT analysis

D. Lean

A. The discharge nurse calls the immediate caregiver of the patient within 1-2 days of discharge to inquire how the patient is doing, review the discharge instructions, and answer any other questions the caregiver might have.

B. The nurse manager (or other nurse leader on the unit where the patient received care) calls the patient within 1-2 days of discharge to inquire how he or she is doing, clarify discharge instructions as needed, and answer any other questions the patient might have.

C. A third party with whom the organization has contracted calls the patient within 7-14 days of discharge to inquire how the patient is doing, review the discharge instructions, and answer any other questions the caregiver might have.

D. A nurse who personally cared for the patient calls the patient within 1-2 days of discharge to inquire how he or she is doing, clarify discharge instructions as needed, and answer any other questions the patient might have.

A. Patient experience is about individual encounters while patient satisfaction addresses overall perceptions.

B. Patient experience is subjective while patient satisfaction is objective.

C. Patient experience is focused on service outcomes while patient satisfaction is focused on happiness.

D. Patient experience is about the integrated encounter while patient satisfaction addresses individual expectations.

A. Acknowledging the concern

B. Writing notes for reference

C. Remaining in a standing position

D. Maintaining eye contact

A. Pie charts

B. Box and whisker diagrams

C. Bar graphs

D. Run charts

A. Hiring new staff who agree change is needed

B. Awareness of the need for change and why the change matters

C. Setting a timeline for change that coincides with performance evaluations

D. Skills training to make the change successful

A. A visual representation of the frequency distribution where the frequencies are represented by bars

B. A chart with categories organized vertically on the y-axis and values shown horizontally on the x-axis

C. A continuous line that represents the frequencies of scores within a class interval

D. A chart that shows the proportion of an item that makes up a series of data points