NAHQ CPHQ Practice Exam

A quality improvement manager received the results from the most recent customer survey. Sixty percent of the residents in a nursing home have rated the temperature of foods served as poor. Which of the following actions should be taken first?

1. Call the dietitian and ask for an explanation

2. Ignore the results and assess next quarter

3. Review previous results and assess trends

4. Set up a continuous monitor for review

The correct answer is: Call the dietitian and ask for an explanation

The correct answer is A. by calling the dietitian and asking for an explanation. This is the most appropriate action to take first because the dissatisfaction with the temperature of the foods served is a critical issue highlighted by the customer survey results. By reaching out to the dietitian, the quality improvement manager can understand the reasons behind the poor ratings and work towards addressing the problem promptly to improve resident satisfaction. Options B, C, and D are not the most appropriate initial actions to take in this scenario. Ignoring the results and assessing them next quarter (Option B) may lead to prolonged dissatisfaction among residents. Reviewing previous results and assessing trends (Option C) can be beneficial in the long term but does not address the immediate concern of poor ratings for food temperature. Setting up a continuous monitor for review (Option D) is a proactive measure but may not be necessary until the root cause of the issue has been identified and addressed.