Alex is the manager of a 36 bed medical surgical unit. Administration has announced to all managers that the overall patient satisfaction scores have declined drastically during the past year. Specifically, on his unit, lights are not being answered in a timely manner, patients do not feel the nursing staff care about them, and they would not recommend this hospital to their friends.

Alex is assigned the task of bringing these scores up within a 3 month period. If you were Alex, how would you approach this challenge?

1-How would you develop an action plan?

2-How would you assure the entire staff is dedicated to making this work?

3-How would you deal with staff members that were resistant?

4-How would you measure progress during this 3 month period?

Your response should consist of complete sentences and should be at least one complete paragraph, but it should be no more than three paragraphs in length.


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