A nurse manager wants to decrease the number of medication errors that occur in her department. The manager arranges a meeting with the staff to discuss the issue. The manager conveys a total quality management philosophy by:
a. Explaining to the staff that disciplinary action will be taken in cases of additional errors.
b. Recommending that a multidisciplinary team should assess the root cause of errors in medication.
c. Suggesting that the pharmacy department should explore its role in the problem.
d. Changing the unit policy to allow a certain number of medication errors per year without penalty.
ANS: B
Quality management stresses improving the system, and the detection of staff errors is not stressed. If errors occur, reeducation of staff is emphasized rather than imposition of punitive measures such as disciplinary action or blaming.
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