Chapter 01: Leadership and Management Principles
Huber: Leadership & Nursing Care Management, 6th Edition
MULTIPLE CHOICE
1. Leadership is best defined
... [Show More] as:
a. an interpersonal process of participating by encouraging fellowship.
b. delegation of authority and responsibility and the coordination of activities.
c. inspiring people to accomplish goals through support and confidence building.
d. the integration of resources through planning, organizing, and directing.
ANS: C
Leadership is the process of influencing people to accomplish goals by inspiring confidence
and support among followers.
DIF: Cognitive Level: Remember (Knowledge)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
2. A medical-surgical unit reports higher rates of patient satisfaction coupled with high rates of
staff satisfaction and productivity. Which of the following is attributed to the data findings?
a. Effective leadership
b. Management involvement
c. Mentoring
d. Rewards and recognition
ANS: A
Effective leadership is important in nursing because of the impact on nurses’ work lives, it
being a stabilizing influence during change, and for nurses’ productivity and quality of care.
DIF: Cognitive Level: Apply (Application)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
3. A staff registered nurse (RN) is leading a multidisciplinary clinical pathway team in the
development of care for patients with total knee replacement. Which of the following
statements exemplifies leadership behaviors in a clinical pathway team meeting?
a. “Nursing is responsible for pain control of the total knee replacement patient.”
b. “Our pharmacist has provided some excellent pain control literature.”
c. “Physical therapy’s expertise is in rehabilitation, not pain control.”
d. “Total knee replacement patients require optimal pain control.”
ANS: B
Leadership is the process of influencing people to accomplish goals by inspiring confidence
and support among followers. The correct answer is supportive of a team member’s work and
depicts some skill at interpersonal relationships.
DIF: Cognitive Level: Apply (Application)
TOP: Nursing Process: Assessment
MSC: Client Needs: Physiological Integrity: Pharmacological and Parenteral Therapies
NURSINGTB.COM
Leadership and Nursing Care Management 6th Edition Huber Test BankN
URSINGTB.COM
4. Which of the following is true of management activities?
a. Inspiring a vision is a management function.
b. Management is focused on task accomplishment.
c. Management is more focused on human relationships.
d. Management is more important than leadership.
ANS: B
Management is focused on task accomplishment.
DIF: Cognitive Level: Remember (Knowledge)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
5. During a staff meeting, a group of RNs has complained that medications are not arriving to
the unit in a timely manner. The nurse manager suggests that the group resolve this issue
through the development and work of a multidisciplinary team led by one of these RNs. This
scenario demonstrates:
a. adaptation.
b. empowerment.
c. flexibility.
d. relationship management.
ANS: B
Empowerment is the giving of authority, responsibility, and the freedom to act. In this
situation, the manager has given authority, responsibility, and the freedom to act in the
investigation and resolution of this issue.
DIF: Cognitive Level: Apply (Application)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
6. A nurse is caring for an elderly patient who was admitted after sustaining a fall at home.
When creating a care plan for the patient, she requests that the doctor order a home health visit
to assess for home safety and medication compliance. In addition, the nurse is concerned
about the nutrition of the patient and requests a dietitian evaluation. The nurse is
demonstrating which of the following leadership skills?
a. Care provider
b. Business principles
c. Care coordination
d. Change management
ANS: C
Care coordination is the delivery of nursing services that involves the organization and
coordination of complex activities. The nurse uses managerial and leadership skills to
facilitate delivery of quality care.
DIF: Cognitive Level: Apply (Application) TOP: Nursing Process: Planning
MSC: Client Needs: Physiological Integrity: Reduction of Risk Potential
7. Interpersonal communication and the ability to apply _____ are two critical skills every nurse
needs to enhance professional practice.
a. vision
NURSINGTB.COM
Leadership and Nursing Care Management 6th Edition Huber Test BankN
URSINGTB.COM
b. supervision
c. delegation
d. problem solving
ANS: D
Every nurse needs two critical skills to enhance professional practice. One is a skill at
interpersonal relationships. This is fundamental to leadership and the work of nursing. The
second skill is applying the problem-solving process. This involves critical thinking, problem
identification, and the development of objectivity.
DIF: Cognitive Level: Remember (Knowledge)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
8. Good leaders need to be able to demonstrate an intuitive skill of empathy and expressiveness
when dealing with others in the workplace. This requires sensitivity and awareness of the
emotions and moods of others and is known as:
a. social awareness.
b. self-awareness.
c. self-management.
d. relationship management.
ANS: A
Social awareness is an intuitive skill of empathy and expressiveness in being sensitive and
aware of the emotions and moods of others.
DIF: Cognitive Level: Remember (Knowledge)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
9. The personal leadership skill for nurses that consists of self-awareness, discipline, motivation,
social awareness, and relationship management is known as what?
a. Leadership.
b. Management.
c. Emotional intelligence
d. Vision
ANS: C
Among the important personal leadership skills for nurses is emotional intelligence (EI). EI
traits are emotional factors consisting of five defining attributes: self-awareness,
self-regulation or discipline, motivation, social awareness, and relationship management.
DIF: Cognitive Level: Remember (Knowledge)
TOP: Nursing Process: Implementation
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
10. _____ are vital to good leaders because they are able to take the vision of the leader and
achieve the determined goals.
a. Managers
b. Motivators
c. Visionaries
d. Followers
NURSINGTB.COM
Leadership and Nursing Care Management 6th Edition Huber Test BankN
URSINGTB.COM
ANS: D
Without followers, there is no leadership. Followers are vital because they accept or reject the
leader and determine the leader’s personal power.
DIF: Cognitive Level: Remember (Knowledge)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
11. The best leadership style for unfavorable conditions is:
a. leader–member relations.
b. task-oriented structure.
c. position power.
d. laissez-faire.
ANS: B
The need for task-oriented leaders occurs when the situation is extreme. The best leadership
style for unfavorable conditions is task-oriented.
DIF: Cognitive Level: Remember (Knowledge)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
12. Nursing management is defined as:
a. delegation of authority and responsibility and the coordination of tasks.
b. the integration of resources through planning, organizing, and directing.
c. the process of influencing patients to accomplish goals.
d. the coordination and integration of nursing resources by applying the management
process to accomplish nursing care and service goals and objectives.
ANS: D
The coordination and integration of nursing resources by applying the management process to
accomplish nursing care and service goals and objectives is the definition of nursing
management.
DIF: Cognitive Level: Remember (Knowledge)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
13. A nursing unit has demonstrated lower patient satisfaction scores during the last quarter. The
manager of the unit has formed a small team to set long- and short-term goals for the unit with
action plans to increase patient satisfaction. This is an example of which management
process?
a. Planning
b. Organizing
c. Coordinating
d. Controlling
ANS: A
Planning is the managerial function of selecting priorities, results, and methods to achieve
results.
DIF: Cognitive Level: Apply (Application) TOP: Nursing Process: Planning
NURSINGTB.COM
Leadership and Nursing Care Management 6th Edition Huber Test BankN
URSINGTB.COM
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
14. A nursing unit has discovered a series of medication errors with regard to a particular
computerized physician order set and the calculation within the order. The unit manager has a
theory on changes that should be made within the order to decrease the confusion for nursing
staff. However, the nurse manager realizes that changes would need to be made with
pharmacy input as well as other nursing units within the facility and the multihospital system.
Which of the following management theories is exemplified when the nurse manager
considers the impact of change on the organization as a whole?
a. Contingency theory
b. Systems theory
c. Complexity theory
d. Chaos theory
ANS: B
Systems theory helps managers recognize their work as being embedded within a system.
Managers use this theory to learn that changing one part of a system inevitably affects the
whole system.
DIF: Cognitive Level: Apply (Application) TOP: Nursing Process: Planning
MSC: Client Needs: Physiological Integrity: Reduction of Risk Potential
15. The role of the _____ is to provide leadership and direction for all aspects of nursing services
with a focus on integrating the system and building a culture.
a. nurse manager
b. care provider
c. nurse executive
d. senior leader
ANS: C
The nurse executive’s role and functions concentrate on long-term administration of an
institution or program that delivers nursing services, focusing on integrating the system and
building a culture.
DIF: Cognitive Level: Remember (Knowledge)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
16. The postoperative patient with anterior cervical laminectomy is complaining of tightness in
his throat. His voice is raspy. The staff nurse asks the unit secretary to page Dr. Julio stat. This
is an example of _____ leadership.
a. authoritarian
b. democratic
c. laissez-faire
d. servant
ANS: A
Authoritarian leadership uses directive and controlling behaviors in which the leader
determines policies and makes decisions in isolation. The leader orders subordinates to carry
out the tasks or work. This style is helpful in crisis situations.
DIF: Cognitive Level: Apply (Application)
NURSINGTB.COM
Leadership and Nursing Care Management 6th Edition Huber Test BankN
URSINGTB.COM
TOP: Nursing Process: Implementation
MSC: Client Needs: Physiological Integrity: Physiological Adaptation
17. A quality improvement team is working to enhance teamwork among the staff in a newly
developed Alzheimer’s program. Which of the following statements would be an expected
behavior that illustrates quantum leadership?
a. “After the meeting today, each member on this team will be a role model of good
communication techniques to other staff members.”
b. “How would you describe an ideal collaborative practice environment?”
c. “What do you think about sharing our opinions today in a mutually respectful
manner as we move around the table?”
d. “You folks are highly motivated and smart enough to develop a plan on your own.
I’ll support you as needed.”
ANS: B
Quantum leadership fosters an environment of curiosity, questioning, and exploration. Answer
A depicts an authoritarian leadership style.
DIF: Cognitive Level: Apply (Application) TOP: Nursing Process: Evaluation
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
18. A nursing executive is leading a multidisciplinary team of professionals who have worked
well together on prior initiatives. Which of the following leadership styles might work best in
this situation?
a. Authoritarian
b. Democratic
c. Transformational
d. Transactional
ANS: B
Democratic leadership would work best in this situation. This approach implies a relationship
and person orientation and policies are a matter of group discussion and decision.
DIF: Cognitive Level: Apply (Application) TOP: Nursing Process: Planning
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
19. Which of the following are crucial leadership traits to exhibit in the nursing profession?
a. The nurse leader needs to by dynamic
b. The nurse leader shows good Research shows that there are three major issues in cross-cultural communication: ambiguity,
inflexible attitude, and ethnocentrism.
DIF: Cognitive Level: Remember (Knowledge)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
4. In order to make a positive contribution to care of patients, it is critical that nurses recognize
which of the following aspects of culture? (Select all that apply.)
a. Culture of the clinician
b. Culture of the patient and family
c. Spiritual beliefs of the clinician
d. Culture of co-workers
e. Spiritual beliefs of the patient
ANS: A, B, D
In order to make a positive contribution to the effective treatment of patients, it is critical that
nurses or clinicians first recognize that they are dealing with a multiplicity of cultures. They
include the clinician’s own culture, the culture of the patient and patient’s family, the culture
of co-workers, and the health care institution’s culture.
DIF: Cognitive Level: Understand (Comprehension)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
5. Which of these are true regarding millennials in the work environment? (Select all that apply.)
a. They need clear definitions of outcomes.
b. They thrive on deadlines.
c. Most enjoy working on their own.
d. They struggle with multitasking.
e. They lack problem-solving skills.
ANS: A, B, C
Millennials have astonishing multitasking skills. They are problem solvers who grew up in a
flourishing economy. Most enjoy the liberty of working on their own in a style that favors
their work ethic. Millennials have learned that their presence is in demand. To thrive, they
need clear definitions of outcomes, resources to do what needs to be done, and a deadline
(Hendricks & Cope, 2013).
DIF: Cognitive Level: Understand (Comprehension)
TOP: Nursing Process: Assessment
MSC: Client Needs: Physiological Integrity: Reduction of Risk Potential
6. The nurse manager of a nursing unit is a White, female working with a high percentage of
Middle Eastern nursing staff. Which of these statements are true about the communication and
leadership style of a low-context culture? (Select all that apply.)
a. Rules are clear and tend to be followed.
b. Low-context cultures require extensive, detailed explanations.
c. Verbal communication is less explicit.
d. Decisions are made in face-to-face conversations.
e. Decisions are focused around tasks.
NURSINGTB.COM
Leadership and Nursing Care Management 6th Edition Huber Test BankN
URSINGTB.COM
ANS: A, B, E
From a global perspective, the cultural context of the Western world is low context. In places
such as North America and Western Europe, the explicit verbal or written message carries the
meaning. Low-context cultures require extensive detailed explanations, information, and
contracts because they are making up for the context that may be missing in a given situation.
Decisions are focused around tasks and activities that need to be accomplished. Rules are very
clear and tend to be followed precisely.
DIF: Cognitive Level: Apply (Application)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
NURSINGTB.COM
Leadership and Nursing Care Management 6th Edition Huber Test BankN
URSINGTB.COM
Chapter 12: Organizational Structure
Huber: Leadership & Nursing Care Management, 6th Edition
MULTIPLE CHOICE
1. Which of the following factors influences the structure of an organization?
a. Age of the building
b. Brand of computer system
c. Number of employees
d. Square footage of the facility
ANS: C
The number of employees influences the structure of an organization. Organizational structure
is a consequence of both the division of and the coordination of labor, which results in a
formal set of interrelated and interdependent roles and work groups.
DIF: Cognitive Level: Apply (Application)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
2. Within nursing practice, the use of advanced practice roles is an example of:
a. cross-training.
b. departmentalization.
c. fragmentation.
d. specialization.
ANS: D
In health care, specialist roles have emerged to address the increasing complexities of care and
technology. Within nursing, specialist roles have also evolved to address particular areas of
nursing practice and include advanced practice roles such as clinical nurse educators, nurse
practitioners, and nurse anesthetists.
DIF: Cognitive Level: Apply (Application)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
3. The nursing chief executive officer (CEO) works in a major rehabilitation and subacute
facility network. Her span of control refers to the number of:
a. miles in which the network resides.
b. ancillary staff accountable to her.
c. nurses and non-nurses reporting to her.
d. inpatients that the facilities service.
ANS: C
Span of control refers to the number of nurses and non-nurses reporting to a manager.
DIF: Cognitive Level: Understand (Comprehension)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
NURSINGTB.COM
Leadership and Nursing Care Management 6th Edition Huber Test BankN
URSINGTB.COM
4. A nurse manager is responsible for a unit consisting of 40 nurses who report to two clinical
supervisors. In addition, there are 10 support staff who report to an administrative supervisor.
The subordinates reporting to this manager are known as which dimension of organizational
design?
a. Division of labor
b. Hierarchy
c. Span of control
d. Decentralization
ANS: C
Span of control is the number of subordinates a manager can efficiently and effectively direct.
DIF: Cognitive Level: Understand (Comprehension) TOP: Nursing Process: Planning
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
5. A staff nurse has been working in the neonatal critical care unit for 10 years. She believes that
a professional nurse is a lifelong learner. Many staff members come to her for clinical
problem solving and advice. This nurse has:
a. decisional authority.
b. formal power.
c. informal power.
d. quantum authority.
ANS: C
This nurse has informal power. She is a staff nurse with a great amount of expertise, with
many relationships and alliances in the organization.
DIF: Cognitive Level: Understand (Comprehension)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
6. An organizational chart with one line of management and one line of staff reflects which of
the following types of organizational structures?
a. Authoritarian structure
b. Flat structure
c. Power structure
d. Vertical structure
ANS: B
A flat or horizontal structure has few administrative layers between management and
employees. Employees have more decision-making power in this type of hierarchy.
DIF: Cognitive Level: Understand (Comprehension)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
7. The phrase “the buck stops here” best describes which of the following terms?
a. Accountability
b. Authority
c. Responsibility
d. Trustworthiness
NURSINGTB.COM
Leadership and Nursing Care Management 6th Edition Huber Test BankN
URSINGTB.COM
ANS: A
Accountability refers to the liability for task performance. Accountability means being
answerable and liable. The assignment of responsibility and the granting of authority create
accountability.
DIF: Cognitive Level: Apply (Application)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
8. Patient surveys convey that they are uncertain about who is the registered nurse (RN). The
CEO makes a decision that mandates that white nursing caps will be worn by all RNs and blue
nursing caps by all licensed practical nurses to differentiate professional nurses and
occupational nurses from nurses’ aides and other ancillary staff. Which type of structure does
this represent?
a. Centralized
b. Decentralized
c. Nonparticipative
d. Participative
ANS: A
This is an example of centralized structure. The CEO makes a top-down decision, and
lower-level managers and staff have little decision-making discretion.
DIF: Cognitive Level: Apply (Application)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
9. The patient is a 69-year-old woman who has a history of diabetes mellitus, peripheral vascular
disease, and myocardial infarctions. She was admitted to the hospital with a stroke and is
being transferred to a subacute facility and then to a rehabilitation facility. At every transfer
she must review her entire history, provide telephone numbers of family members, list all 30
of her medications, and list all home care and medical supply companies. Which of these
processes could improve the fragmentation in work flow?
a. Departmentalization
b. Standardization
c. Specialization
d. Subdivision
ANS: B
Subdividing work may create breaks or fragmentation in work flow, which can be addressed
in organizations by integrating work processes across roles and subunits using coordination
devices (Hatch & Cunliffe, 2013). At the work group level, coordination may involve specific
roles, standardization (programming), groups, or feedback devices. For example, handoff
communication and techniques such as situation, background, assessment, and
recommendation (SBAR) are used to coordinate between units or providers in the delivery of
care.
DIF: Cognitive Level: Analyze (Analysis)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
NURSINGTB.COM
Leadership and Nursing Care Management 6th Edition Huber Test BankN
URSINGTB.COM
10. The ways in which work is divided and coordinated among members and the resulting
network of relationships, roles, and work groups is the:
a. organization.
b. organizational social structure.
c. structure.
d. formal relationship.
ANS: B
Organizational social structure is defined as the ways in which work is divided and
coordinated among members and the resulting network of relationships, roles, and work
groups (e.g., units, departments).
DIF: Cognitive Level: Remember (Knowledge)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
11. According to the _____ organizational approach, organizations are logical and predictable
with identifiable and scientifically measurable characteristics that can be predicted, observed,
or manipulated.
a. objective
b. subjective
c. postmodern
d. realistic
ANS: A
According to the objective perspective, an organization exists as an external reality,
independent of its social actors. Organizations are viewed as logical and predictable objects
with identifiable and scientifically measurable characteristics (e.g., size) that can be predicted,
observed, or manipulated.
DIF: Cognitive Level: Remember (Knowledge)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
12. Which organizational theory emphasized the informal aspects of organization social structure
and was influenced by the Hawthorne experiments?
a. Bureaucratic theory
b. Scientific management school
c. Classical management theory
d. Human relations school
ANS: D
Theorists in the human relations school emphasized the informal, rather than formal, aspects
of organization social structure. Hawthorne experiments were influential in this school of
thought.
DIF: Cognitive Level: Remember (Knowledge)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
13. The division of work by occupation or function is a form of:
a. specialization.
NURSINGTB.COM
Leadership and Nursing Care Management 6th Edition Huber Test BankN
URSINGTB.COM
b. interdependence.
c. uncertainty.
d. technology.
ANS: A
The division (or differentiation) of work by occupation or by function is a form of
specialization. Specialization is the extent to which work is divided and assigned to positions
and divisions.
DIF: Cognitive Level: Understand (Comprehension)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
14. Standardization of _____ provides a uniform structure for information delivery and flow in
order to facilitate exchange among those involved in common work processes.
a. physician orders
b. communication
c. work processes
d. work outputs
ANS: B
Standardization of communication methods coordinates work by providing a uniform
infrastructure of information to facilitate exchange among those involved in common work
processes.
DIF: Cognitive Level: Apply (Application) TOP: Nursing Process: Planning
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
15. A rapid response team within an acute care hospital is comprised of critical care physicians,
nurses, and respiratory therapists. The team assists staff throughout the hospital with detecting
and managing imminent patient deterioration. This is an example of a _____ organizational
form.
a. parallel
b. functional
c. modified program
d. matrix
ANS: A
To address the challenges of purely functional forms, mechanisms in the parallel form assist
in coordinating across functional departments (Charnes & Tewksbury, 1993). These
mechanisms can include teams, specialists, task forces, liaison roles, and standing committees.
DIF: Cognitive Level: Apply (Application)
TOP: Nursing Process: Implementation
MSC: Client Needs: Physiological Integrity: Physiological Adaptation
16. The structure of authority in an organization is known as the:
a. authority.
b. centralization.
c. bureaucracy.
d. hierarchy.
NURSINGTB.COM
Leadership and Nursing Care Management 6th Edition Huber Test BankN
URSINGTB.COM
ANS: D
In bureaucratic and classical management theory, Market research applies a scientific approach to ascertain insights in and information about
customers and potential target markets. Steps in this approach begin with defining the
problem and research objectives, proceeding to data collection and analysis, and ending with
interpretation of findings relevant to a specific marketing situation or decision making (Kotler
& Keller, 2016).
DIF: Cognitive Level: Remember (Knowledge)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
6. Target audiences for health care organizations are:
a. nurses and physicians.
b. clients, physicians, payer, and employees.
c. regulatory agencies such as The Joint Commission (TJC) and the Centers for
Medicare & Medicaid Services (CMS).
d. insurance companies.
ANS: B
Clients, physicians, payers, and the employees are the target audiences for health care
organizations.
DIF: Cognitive Level: Understand (Comprehension)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
7. A patient with pulmonary fibrosis is visiting a large metropolitan institution for treatment of
her disease. An employee with a wheelchair and tank of oxygen greets her at the door and
gives her instructions on how to find the pulmonology clinic. This is an example of:
a. client courtesy.
NURSINGTB.COM
Leadership and Nursing Care Management 6th Edition Huber Test BankN
URSINGTB.COM
b. patient-centeredness.
c. patient advocacy.
d. strategic service.
ANS: B
Attributes in patient-centeredness include patient satisfaction, the patient experience of care,
patient engagement, and shared decision making.
DIF: Cognitive Level: Apply (Application)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
8. Marketing mix from a seller’s point of view includes:
a. client service, charges, comfort, and connecting.
b. customer solution, cost, convenience, and communication.
c. patient, physicians, perfection, and publicity.
d. product, price, place, and promotion.
ANS: D
Product, price, place, and promotion are the four Ps of the marketing mix that apply to the
seller.
DIF: Cognitive Level: Remember (Knowledge)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
9. Nursing leaders and managers participate in marketing by promoting the value nursing brings
to the organization. This level of market planning is:
a. corporate strategic planning.
b. strategic marketing.
c. strategic service.
d. marketing management.
ANS: D
Nursing executive leadership generally would be involved in corporate strategic planning and
strategic marketing. Nurse leaders and managers then implement corporate strategies at the
marketing management level by promoting the value nursing brings to the organization and
managing the implementation of the marketing mix.
DIF: Cognitive Level: Apply (Application)
TOP: Nursing Process: Implementation
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
10. Nurses and other health care professionals tend to gravitate toward hospitals that showcase the
positive aspects of the hospital to differentiate themselves from their competitors. Some of the
most enticing marketing plans include showcasing:
a. competitive hourly reimbursement for services.
b. profitability margins and payer ratios.
c. receipt of nationally recognized awards.
d. vacation and holiday benefits.
ANS: C
NURSINGTB.COM
Leadership and Nursing Care Management 6th Edition Huber Test BankN
URSINGTB.COM
Receipt of nationally recognized awards such as the American Nurses Credentialing Center
Magnet Recognition Program® or the marketing of high accreditation scores from The Joint
Commission (TJC) often is used as part of a marketing plan to differentiate hospitals from
their competitors. This tends to attract nurses, physicians, patients, and other health care
professionals.
DIF: Cognitive Level: Understand (Comprehension)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
11. A patient calls into the customer service department to complain about the long wait times she
experienced in the emergency department. She feels that her charges were excessive
compared with the time that it took to receive attention. What is the primary focus of her
complaint?
a. Product
b. Place
c. Price
d. Promotion
ANS: C
Price is described as the amount of money customers pay to obtain the product. Customers
consider the cost in terms of reasonableness. However, in a broader sense, cost is more than
the money that is exchanged. Customers place value on products and services not only
according to financial issues, but also according to psychosocial and emotional concerns.
DIF: Cognitive Level: Apply (Application)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
12. The presence of _____ on the hospital’s website will promote nursing to current staff and
prospective new hires.
a. distinctions
b. nursing
c. physicians
d. services
ANS: B
Advertising messages (promotion) about nurses and nursing care can reinforce a positive
image of nursing to internal and external markets. One opportunity for promotion of nursing
to all markets is to have a nursing focus on the hospital’s website. Nurse leaders can ensure
the promotion of nursing and nursing roles in as many venues as possible to communicate the
importance of nursing, nursing practice, or nursing care to potential target markets (Ten
Hoeve et al., 2014; Walker, 2014).
DIF: Cognitive Level: Apply (Application)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
13. Which model of patient care is based on a strong philosophy of patient-centeredness?
a. TJC
b. Thomson Reuters
NURSINGTB.COM
Leadership and Nursing Care Management 6th Edition Huber Test BankN
URSINGTB.COM
c. Beacon
d. Planetree
ANS: D
Planetree is a designation that differentiates a hospital on the basis of excellence in patientand person-centered care. The Planetree philosophy reveals a simple view of what it means to
be patient-centered: “Care should be organized first and foremost around the needs of
patients.”
DIF: Cognitive Level: Remember (Knowledge)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
14. A center of excellence for geriatric care is put in place in a large retirement community. This
is an example of which of the following marketing concepts?
a. Segmentation
b. Targeting
c. Product differentiation
d. Positioning
ANS: C
Product differentiation occurs when the market offers to create superior customer value.
DIF: Cognitive Level: Remember (Knowledge)
TOP: Nursing Process: Implementation
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
15. The primary hospital _____ is the care that is delivered by nursing staff.
a. product
b. price
c. place
d. promotion
ANS: A
The primary hospital product is the care delivered by nurses. A product is the basis of any
business and is the focus of exchange between the provider and customer.
DIF: Cognitive Level: Apply (Application)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
MULTIPLE RESPONSE
1. What are the overarching goals of marketing? (Select all that apply.)
a. Attracting new customers
b. Satisfying customer needs and wants
c. Growing current customers
d. Creative advertising techniques
e. Delivering something of value
ANS: A, B, C, E
NURSINGTB.COM
Leadership and Nursing Care Management 6th Edition Huber Test BankN
URSINGTB.COM
Marketing goals are incorporated in the organizational strategic plan. These goals focus on
satisfying and creating value with respect to customers. They also may be focused on
attracting new customers or increasing volume to enhance financial viability. Nursing is
affected by such strategies and also can have an impact on goal achievement.
DIF: Cognitive Level: Understand (Comprehension)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
2. What unique challenges in the health care setting can be promoted through marketing? (Select
all that apply.)
a. High-quality patient-centered care
b. Hospital mortality rates
c. Design of a healthy work environment
d. Hiring and retention of new graduate nurses
e. Practices aimed at patient satisfaction
ANS: A, C, E
Not only are nurses at the center of care delivery, but nurse leaders are accountable for the
workforce who provide that service. Marketing initiatives that focus on care delivery,
customer satisfaction, and recruitment and retention of the nursing workforce are not
uncommon in hospitals. Marketing initiatives can be designed and implemented to help meet
the challenges of the delivery of high-quality patient-centered care; recruitment and retention
of a culturally diverse, competent workforce; promotion of a positive and inspiring image of
nursing; design of a healthy work environment; and practices to satisfy patients and improve
outcomes.
DIF: Cognitive Level: Apply (Application) TOP: Nursing Process: Planning
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
3. How is the business of health care different from the practice of health care? (Select all that
apply.)
a. The practice of health care is an exchange relationship.
b. The business of health care is transactional.
c. The business of health care is based on mutual caring and support.
d. The practice of health care is based on trade for mutual benefit.
e. The practice of health care is like a communal relationship.
ANS: B, E
Expectations and satisfaction depend significantly on the quality of the relationship between
the brand and its customers. Social psychologists describe two broad categories of human
relationships: exchange relationships in which we trade for mutual benefit and communal
relationships, which are based on mutual caring and support (Barro, 2015). Health care is
caught between these two kinds of relationships. In its strictest sense, the business of health
care is transactional and is an exchange relationship. However, the practice of health care is
more like a communal relationship.
DIF: Cognitive Level: Apply (Application)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
NURSINGTB.COM
Leadership and Nursing Care Management 6th Edition Huber Test BankN
URSINGTB.COM
4. What value propositions are important to offer when nurse leaders market to increase nursing
retention and recruitment? (Select all that apply.)
a. Competitive salary
b. Efficient work flow
c. Uniform allowances
d. Professional development opportunities
e. Flexible work hours
ANS: A, B, D
When considering nurse retention and recruitment, leaders consider what value proposition
(product) the nursing department or unit offers to nurses. Highlighting department or unit
characteristics deemed important, such as shared governance and professional development
opportunities, provides details about the product. Leaders can give attention to the unit (place)
where nurses provide service. Consideration of the physical layout and whether the unit
design is conducive to an efficient and effective work flow is important. Nurse leaders can
ensure that nurse salaries are competitive and that nurses do not feel underpaid and
undervalued (Evans, 2013).
DIF: Cognitive Level: Apply (Application)
TOP: Nursing Process: Nursing Diagnosis
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
5. Which of the following marketing strategies are examples of niche marketing? (Select all that
apply.)
a. Full-service community hospital
b. Children’s hospital
c. Center for bariatric excellence
d. University hospital
e. Cancer specialty center
ANS: B, C, E
Marketing strategy is based on how target markets are defined. Markets are both broad and
narrow. Niche marketing is a narrower view and focuses on capturing a small but important
part of the market. A children’s hospital and those specializing in bariatrics or cancer
treatment are considered to be targeting very specific customers.
DIF: Cognitive Level: Apply (Application)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
6. What are four critical concepts that are essential to understanding and becoming fluent in the
language of marketing? (Select all that apply.)
a. Segmentation and targeting clarify how customers will be served.
b. Segmentation breaks down the mass market into submarkets.
c. Targeting takes into account the whole market that can be considered in terms of
smaller market segments.
d. Differentiation calls for the creation of superior value.
e. Positioning the product is completed in a manner where customers perceive it to be
distinctive and desirable.
ANS: B, C, D, E
NURSINGTB.COM
Leadership and Nursing Care Management 6th Edition Huber Test BankN
URSINGTB.COM
Segmentation and targeting are the means of decision making about which customers will be
served. Differentiation and positioning clarify how customers will be served. Segmentation
involves identifying pieces of the total market that contain potential customers with
distinguishable characteristics such as age, gender, geographic location, or ethnicity.
Targeting takes into account the whole market that can then be considered in terms of
attractive smaller market segments. A product offering’s differentiation calls for the creation
of superior customer value and is typically what strengthens its position in the market against
competitors. Positioning the product such that customers perceive it to be distinctive and
desirable is the foundation of the marketing program.
DIF: Cognitive Level: Understand (Comprehension)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
7. Which of the following distinctions may be utilized in the marketing of a health care
organization? (Select all that apply.)
a. TJC accreditation for meeting performance standards
b. Malcolm Baldridge National Quality Award for performance excellence
c. Beacon Award for Excellence in critical care nursing
d. Truven Health Analytics 100 Top Hospitals Award
e. Four-star ranking on internal survey
ANS: A, B, C, D
Heightened patient and regulatory scrutiny, fueled by more frequent accounts in the media of
medical errors, has motivated hospitals to refocus on patient care excellence and seek ways to
promote this excellence to the public to gain a competitive advantage. Logos depicting the
following designations may be displayed for marketing purposes: TJC accreditation for
meeting performance standards, Malcolm Baldridge National Quality Award for performance
excellence, Beacon Award for Excellence in critical care nursing, and Truven Health
Analytics 100 Top Hospitals Award.
DIF: Cognitive Level: Remember (Knowledge)
TOP: Nursing Process: Assessment
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
8. What terms are considered to be the four As that influence a buyer’s decision to purchase a
product or service? (Select all that apply.)
a. Acceptability
b. Accreditation
c. Affordability
d. Accessibility
e. Awareness
ANS: A, C, D, E
The specific tools in the mix are custom-designed to influence the buyer’s decision to
purchase the product or service and to be the basis for operational marketing activities. From
the customer’s point of view, the marketing mix emerges from the four As of (1)
acceptability, (2) affordability, (3) accessibility, and (4) awareness.
DIF: Cognitive Level: Apply (Application)
TOP: Nursing Process: Assessment
NURSINGTB.COM
Leadership and Nursing Care Management 6th Edition Huber Test BankN
URSINGTB.COM
MSC: Client Needs: Safe and Effective Care Environment: Management of Care
9. What are the attributes of patient-centeredness in health care? (Select all that apply.)
a. Patient satisfaction
b. Cost and transparency of care
c. Patient engagement
d. Patient experience of care
e. Shared decision making
ANS: A, C, D, E
Attributes in patient-centeredness include patient satisfaction, the patient experience of care,
patient engagement, and shared decision making. Evidence supports the view that
patient-centered care improves patient outcomes and is o [Show Less]