NURS 3802 PFCC (10/9) Exam 3 - Questions & Answers
What is the patient experience? Right Ans - -the sum of all interactions,
shaped by an organization's culture, that influence patient perceptions across
the continuum of care
-Much broader concept than satisfaction and "making people happy"
-Patients assess providers and organizations not only on clinical outcomes,
but also on quality, and compassionate, patient-centered care
-Patient experience linked to patient and employee engagement
True or false: patients can have a positive outcome but a negative experience
and patients can have a negative outcome and a positive experience Right
Ans - true
How we serve directly impacts _________ Right Ans - experience
What is service satisfaction? Right Ans - it is the difference between how
one expects to be treated and how one perceives he or she was treated
What is perception? Right Ans - the way that you think about something or
the impression you have of it
What is Patient- and family-centered care? Right Ans - -Patient- and family-
centered care is an approach to the planning, delivery, and evaluation of
health care that is grounded in mutually beneficial partnerships among health
care providers, patients, and families.
-It redefines the relationships in health care.
-It's all about creating relationships and partnerships
PFCC is working _____ patients and families, rather than just doing ___ or ____
them Right Ans - with; to or for
What does the PFCC model include that is different from the traditional
model? Right Ans - -strengths
What is the patient experience? Right Ans - -the sum of all interactions,
shaped by an organization's culture, that influence patient perceptions across
the continuum of care
-Much broader concept than satisfaction and "making people happy"
-Patients assess providers and organizations not only on clinical outcomes,
but also on quality, and compassionate, patient-centered care
-Patient experience linked to patient and employee engagement
True or false: patients can have a positive outcome but a negative experience
and patients can have a negative outcome and a positive experience Right
Ans - true
How we serve directly impacts _________ Right Ans - experience
What is service satisfaction? Right Ans - it is the difference between how
one expects to be treated and how one perceives he or she was treated
What is perception? Right Ans - the way that you think about something or
the impression you have of it
What is Patient- and family-centered care? Right Ans - -Patient- and family-
centered care is an approach to the planning, delivery, and evaluation of
health care that is grounded in mutually beneficial partnerships among health
care providers, patients, and families.
-It redefines the relationships in health care.
-It's all about creating relationships and partnerships
PFCC is working _____ patients and families, rather than just doing ___ or ____
them Right Ans - with; to or for
What does the PFCC model include that is different from the traditional
model? Right Ans - -strengths
