Clinical Nurse Leader Practice Exam

What is the primary focus of a clinical nurse leader (CNL) when addressing declining patient satisfaction scores in the emergency department?

1. Create a script for triage nurses in welcoming patients

2. Assign a volunteer to welcome patients to the hospital

3. Compare desired outcomes with national and state standards

4. Write a letter of apology to each dissatisfied patient

The correct answer is: Compare desired outcomes with national and state standards

The primary focus of a clinical nurse leader (CNL) when addressing declining patient satisfaction scores in the emergency department centers on comparing desired outcomes with national and state standards. This approach allows the CNL to identify specific gaps in care and service delivery that may be contributing to the decline in patient satisfaction. By benchmarking against established standards, the CNL can analyze performance metrics and gather valuable insights into areas requiring improvement. This data-driven strategy fosters evidence-based decision-making and helps in formulating targeted interventions to enhance the patient experience. In contrast, while creating a script for triage nurses to welcome patients or assigning a volunteer to welcome patients may seem beneficial in improving the initial patient interaction, these solutions do not address the broader systemic issues reflected in patient satisfaction scores. Furthermore, writing letters of apology to each dissatisfied patient may serve as a goodwill gesture but does not tackle the root causes of dissatisfaction nor contribute to long-term improvements in care delivery. Thus, focusing on outcomes relative to established standards is a comprehensive way to elevate patient satisfaction effectively.