13) The healthcare agency is using regular staff meetings to improve its organizational culture
and healing environment. What should the nurse leading these meetings encourage?
1. Open discussion, with no feedback
2. An agenda strictly focused on patient care issues
3. Relevant questions, asked respectfully
4. Unanimous staff agreement with agency policies and practices
14) Which interventions help to meet the Institute of Medicine‘s recommendations to decrease
disparities in healthcare? Select all that apply.
1. The nurse manager hires a nurse who speaks English and the language of the primary minority
served by the facility.
2. The nursing department develops standard nursing care plans for ethnically diverse patients
and files them according to ethnicity.
3. The nurse allows the patient’s nontraditional care provider open visitation at the patient’s
request.
4. The nurse helps the patient select foods from the standard hospital menu.
5. The nurse contacts building maintenance to bring five additional chairs to the waiting room to
accommodate the patient’s large extended family.
15) What demographics are projected for the U.S. by 2043? Select all that apply.
1. No group will make up the majority.
2. African-Americans will be largest group.
3. Non-Hispanic white population will be the largest single group.
4. Decrease of the total minority population
5. Majority-majority population
16) According to the Sullivan Commission report of 2004 what is a major contributor to the
healthcare delivery disparity problem?
1. The disparity in the healthcare workforce.
2. Minority underrepresentation on governmental task forces to improve services.
3. Unwillingness of minority populations to take responsibility for their own health needs.
4. The increasing minority population will soon outnumber the traditional majority population
numbers.
17) The NAM or IOM recommends that education about diversities focus on which areas?
1. Language, ethnic group, and staff diversity
2. Attitudes, behavior, and family history
3. Attitudes, knowledge, and skills
4. Language, cultural rituals, and cultural dissonance
18) Which patients are at risk for difficulty associated with lack of healthcare literacy? Select all
that apply.
1. A patient who speaks English as a second language.
2. A patient who is illiterate.
3. A patient who has complicated prescriptions regimens.
4. A patient who is under stress.
5. A patient who is seen by a number of specialists during hospitalization.
19) What type of barrier is not considered to be a major barrier to quality healthcare associated
with health literacy?
1. Access to care
2. Location in the U.S.
3. Illness management
4. General information processing
20) Which example would not apply to Schein’s view of organizational culture?
1. Organization vision statement
2. Unwritten rules about communication
3. HCO logo
4. Salaries paid to all staff
organization, patient care, and professional competency.
21) Why is it that most nursing positions are held by those classified as “baby boomers?”
1. The era when then people came of age was a time of great advancement in healthcare and
many people wanted to become a part of that movement.
2. Most nurses are women and when baby boomers were coming of age, the two professions
most accepting of women were nursing and teaching.
3. This group is hard working and loyal, which are attributes that are often found in nurses.
4. This generation is focused on material gain and nursing provides a good salary structure.
22) Which actions support the organization’s goal to increase transparency? Select all that apply.
1. The organization publicizes safety reports on the hospital website.
2. The hospital participated in a widely published study on the use of a new type of equipment.
3. Patient satisfaction reports are displayed on bulletin boards throughout the facility.
4. The hospital maintains all error reports as confidential.
5. Hospital policy and procedures are publically available.
23) During the latest employee survey it was established that the staff find the hospital “dirty”
and “non-conducive to health and healing.” Which strategy can help with the staff’s perception of
the organization?
1. Recognize the findings and determine a method to change.
2. Acknowledge the findings and ask the staff members what role they play in the appearance of
the hospital.
3. Contact the Director of Environment Services and expect a plan to address the findings.
4. Study the financial statements and determine which areas can be closed to divert revenue to
newer parts of the hospital.
24) The results of a patient discharge questionnaire reveal that the hospital is not easy to navigate
and is not physically comfortable for visitors. What should be done to address these findings?
1. Appoint a committee to review the questionnaire.
2. Contact a local furniture company to change the chairs in the waiting room.
3. Create a multidisciplinary committee to analyze the navigation of the hospital, looking for
comfort characteristics.
4. Nothing. Since these patients are no longer in the hospital, the information is not helpful.
25) An anonymous note left in the hospital’s suggestion box read, “There are many errors made
with patient care, but the nurses are afraid to tell anyone.” What can the hospital leadership do
with this information?
1. Nothing, since it was anonymous.
2. Take the information seriously and begin a focus group to analyze reasons why the staff do not
report errors.
3. Call the nurse managers together and tell them to find out which one of the staff nurses wrote
the note.
4. Write an open letter to the staff reinforcing the disciplinary processes for anyone who violates
patient care procedures.