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?

Question

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."

Answer 1

4
Explanation: 1. Patient satisfaction surveys alone do not provide adequate data.
2. The consumer should not be discouraged regarding his or her role in offering feedback.
3. Rather than encouraging high-level complaints, the nurse should direct the patient to the plan's representatives.
4. It is important to acknowledge the consumer's role in evaluation, but also to educate about the multifaceted aspects of this process.