Improving Patient Satisfaction in the Emergency Department

Pretest and Registration

Registration

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Profession	MD/DO ANP/PA RN LPN Other
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Pretest

1. Which of the following is not a characteristic of the "new healthcare consumer"?
   Comfortable with use of the Internet
   If they don't like the service they receive, willing to shop around
   Accepts service provided as the facility's best efforts
   Hold the facility administration responsible for quality of care
   
   
2. Which of the following is not a question from an ED patient satisfaction survey pertaining to nursing care?
   Clinical ability of the nurses
   Courtesy of the nurses
   Nurses' attention to your needs
   Nurses' concern for your privacy
   
   
3. Sitting down during the physician-patient interaction affects patients' perception of that encounter by:
   Places the physician at or below eye level
   Reassures the patient that the physician is paying attention
   Relaxes the patient so they will communicate more openly
   All of the above
   
   
4. Which of the following is a definition for "scripting" in the context of an Emergency Department encounter with a patient or family?
   The consistent use of conversation that has proven successful
   Key words at key times
   Conversation that advances patient satisfaction
   All of the above
   
   
5. What is the minimum length of time a physician should allow a patient the opportunity to talk before interrupting?
   15 seconds
   30 seconds
   1 minute
   2 minutes