Week 3 Video Case Ch. 8 Change Management

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Below are the questions for the exam with the choices of answers:

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Question #1

The new evening charge nurse recalls that there are both internal as well as external forces that influence changes on a unit. In a staff meeting, she explains that what is NOT an external force?

A A memo from the Director of Nursing requesting staff consider carpooling to cut down on overfilled parking lots

B Demands from the collective bargaining union to increase wages of unlicensed assistive personnel

C Low morale of the unit staff due to several unexpected resignations

D A patient safety report from the Hospital Safety Officer revealing that medication errors have increased by 15% across all inpatient units

Question #2

Which response by the nurse manager is most appropriate when overhearing staff complaints about a new hospital-wide process to improve patient ID band identification?

A Let’s start today with addressing these new patient ID bands in every huddle, and then I’ll send a memo before calling a special meeting to discuss this by the end of the week.

B I hear your concerns and they are important to me, but this is a hospital mandate, so we have to work together to figure out how our unit can comply.

C I’ve put this topic on the agenda for next month’s staff meeting so we can discuss it there.

D I understand your concerns, but since patient safety is our number one goal, we have to learn to make this work.

Question #3

A new nurse manager on a med-surg unit is not satisfied with the consistently low scores on patient-satisfaction surveys in the area of staff responsiveness. The manager has also noticed that staff morale is quite low compared to other units. Which strategy is a priority for this new nurse manager?

A Develop an action plan to address the patient safety results.

B Request assistance in dealing with this situation from another nurse manager on a similar unit.

C Inquire about strategies being used in other areas of the hospital to improve patient satisfaction.

D Schedule a special staff meeting to address the survey results and add ‘patient survey results’ as a standing agenda item for each monthly staff meeting.

Question #4

Which restraining force would the nursing leadership team identify when planning to implement a new self-scheduling system?

A A staff-based committee comprised of rotating staff members who oversee the self-scheduling process

B The possibility of additional days off when two weekly schedules are combined into one schedule

C The vacancies of two full-time night employees

D The opportunity to work twelve-hour shifts for those that are interested in doing so

Question #5

Which activity would the nurse manager expect in the unfreezing stage of change?

A Setting target dates for the implementation of the change

B Being present to support others through the implementation of the change

C Developing appropriate strategies to implement the change

D Making others aware of the need for the change to be implemented