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Every Person, Every Time (EPET)
  1) Susan Smith is a newly admitted patient on the Mother/Baby Unit. She just delivered a baby boy after a three day induction of labor. After several hours she realizes she did not receive a dinner tray. It is 8:30pm and she calls out to the desk to see if she can get something to eat. The best response is:
  I am so sorry for the delay in delivering your food, but the cafeteria is closed for the evening, do you have any family that can bring you some food?
  I am so sorry for the delay in delivering your food, we will get you something. While you are waiting, can we get you some juice or a snack?
  The cafeteria closes at 6:30pm, we keep some food on the unit, but your choices are limited.
  I am sorry, but the cafeteria is closed. We must not have ordered you a tray for tonight. Thanks for bringing this to our attention.
  2) The correct answer to the situation above reflects the Every Person, Every Time (EPET) model called:
  A+ Service Recovery
  3) Elements of effective communication include:
  Making eye contact
  Using open ended questions
  Assessing understanding by using teach back or demonstration techniques
  All of the above
  4) The goals of the Every Person Every Time (EPET) training are for the learners to: recognize what excellent service looks like, present effective communication strategies and share tools to provide service recovery.
  5) Mary Jones, RN needs to ask a patient some questions in order to complete the admission process. The patient's husband is present in the room. In order to engage in excellent service communication what should the nurse do?
  Ask the husband to go home
  Speak only to the husband during the interview
  Introduce herself, ask the man his relationship to the patient, explain what she is in the room to do and give a time estimate and then ask if the patient would like the nurse to do that now or return later?
  Have the husband leave the room and refuse to tell him what you need to discuss with the patient
  6) A nurse enters the patient room and says, "Hello, my name is Judy and I am going to be your nurse this evening. I am going to start your IV so we can administer the antibiotics to treat your kidney infection. It is a simple procedure that will take no longer than 5 minutes. Do you or your family have any questions or concerns I can address before I begin?"
  Service recovery
  Teach Back
  AIDET model of service communication
  7) The best way to enter a patient’s room is to:
  Knock, walk into room, introduce yourself by name then ask if they need anything
  Knock, introduce yourself by name and role, ask if it is OK to enter, say hello to others in room then state what you are there to do
  Knock, ask who is in the room, tell the patient why you are there