Leadership and Management for Nurses, 3e (Finkelman)
Chapter 11 Consumers and Nurses
1) A committee of hospice nurses at a managed care organization is trying to determine what
consumers want and need most. What is the best source of relevant information?
1. The hospice’s human resources officer
2. Families of current and recent hospice patients
3. Hospice nurses from a wide sample of hospices
4. The managed care organization representatives who interact directly with patients
2) A nurse administrator is planning for the expected increase in healthcare needed for the baby
boomer generation. Which attributes of this generation should be considered in this planning?
Select all that apply.
1. This generation is directly assertive.
2. This generation has grown accustomed to managed care and is comfortable with it.
3. This generation is respectful toward health professionals and very grateful for care.
4. This generation defers to their primary care provider and directs healthcare concerns through
that person.
5. This generation can be politically demanding as healthcare consumers.
3) For the nurse interested in impacting public policy regarding healthcare consumerism, which
involvement and activity is recommended?
1. Joining nursing associations.
2. Participating in Internet chat and blog sites.
3. Reading health-related stories and articles in popular magazines and newspapers.
4. Encouraging individual patients to formulate and submit their healthcare needs directly to their
insurance companies.
4) A public health team is conducting strategic planning for the next five years of service to the
community. The group is reviewing the Healthy People initiative. What help will this be to
strategic planning?
1. This initiative specifies the role of nurse practitioners over the coming decade.
2. This initiative lists consumer responsibilities for prevention of cardiac and other diseases.
3. This initiative recommends deinstitutionalization of healthcare in favor of alternative
medicine.
4. This initiative outlines goals for preventative health measures, including objectives for age
groups and populations.
5) A patient asks the nurse about the use of information from websites for verifying diagnostic
and treatment decisions made by a primary health provider. Which response, made by the nurse,
would be most helpful to this patient?
1. “A computer search of the diagnosis should help you verify the accuracy of the diagnosis and
treatment.”
2. “You can only count on accurate and useful information if it comes from university or hospital
websites.”
3. “That is a dangerous practice, because it undermines your relationship with your primary
health provider.”
4. “You can gain general information that way, but be sure to discuss specific websites and
information with your primary health provider.”
6) Consumers are entitled to expect what competencies from nurses in health education roles?
1. Creative knowledge of learning principles, health reimbursement basics, technology, and
patient’s clinical needs
2. Ability to question diagnoses made by patients’ physicians
3. Skill in prescribing medications for common, routine disorders and evaluating their effects
4. Awareness that nurses are limited to reinforcing and clarifying physician’s instructions
7) A nurse is being hired to assist patients to navigate the complexities of the healthcare system.
What is the most pertinent experience and skill background for this nurse?
1. Interprofessional health team collaboration and communication with insurance and managed
care representatives
2. A wide range of medical surgical skills, including familiarity with a wide assortment of
chronic disorders
3. Management and supervision within private and public hospitals and community health
agencies
4. Primary health and preventive health teaching for patients across the entire life span
8) The healthcare consumer has become increasingly concerned about retaining health
expenditures. What is the nurse’s best advice to this patient?
1. Carry at least two forms of health insurance coverage.
2. Practice self-care, illness prevention, and collaboration with health providers.
3. Seek private, second opinions on all treatment advice by health providers associated with
managed care plans.
4. Simplify medical treatment by complying with physician’s advice rather than questioning such
9) A consumer complains about the lack of change in an aspect of the health plan that the
consumer noted as negative in an earlier patient satisfaction survey. What is the nurse’s best
response to this complaint?
1. “That is unusual, since patient satisfaction surveys give the best evaluative information.”
2. “They do those surveys, but the responses are so contradictory that the health plan
administrators pretty much ignore the feedback.”
3. “That is highly unethical of the plan’s administrators. The next step would be a complaint to
the Surgeon General’s office.”
4. “Patient satisfaction results are part of the evaluation process, but other factors such as
professional standards also are considered.”
10) Select the groups that are classified as macroconsumers of healthcare. Select all that apply.
1. Employers
2. Employee’s family
3. Employee
4. Government
5. Individual purchasers of healthcare services
11) Which consumer group makes the majority of decisions about healthcare services that
directly affect care?
1. Microconsumers
2. Macroconsumers
3. Both microconsumers and macroconsumers
4. Neither microconsumers nor macroconsumers
12) Managed care has lost much of its influence in healthcare. Why is managed care still of
concern?
1. It developed systems that provided high quality care.
2. Many managed care strategies were adopted by third– party payers.
3. It instituted strategies that resulted in increased patient satisfaction.
4. Managed care strategies greatly reduced the cost of healthcare across the United States.
13) A woman has become very interested in healthcare policy after her father died of
complications of diabetes. Which actions would help this woman become involved in the
development of healthcare public policy regarding this disorder? Select all that apply.
1. Joining the American Diabetes Association
2. Talking to her father’s physician
3. Writing a letter to the editor of her local newspaper
4. Contacting her representative to the state legislature
5. Contacting her United States Senator
14) Which organizations must comply with the Patient Self-Determination Act of 1990?
1. All hospitals
2. Long-term care facilities that accept Medicare
3. A home health agency that is private pay only
4. Any healthcare organization in the United States
15) What are the goals of the Consumer Assessment of Healthcare Providers and Systems
(CAHPS) program?
Select all that apply.
1. To decrease the costs of healthcare
2. To assess patient-centeredness
3. To compare and contrast provider performance
4. To improve quality of care
5. To act as a patient advocate in litigation