SECTION 5 - CUSTOMER RELATIONS Flashcards
How can a Central Service Department best determine if it is meeting the needs of its customers?
A. By regularly updating and maintaining process and service manuals
B. By conducting regular customer satisfaction surveys
C. By having fewer complaints from operating room staff
D. By keeping track of the instruments processed daily
The correct answer is B. By conducting regular customer satisfaction surveys
Explanation: While all the options could provide insights into department performance, conducting regular customer satisfaction surveys (B) directly gauges the level of customer satisfaction and their feedback for improvements.
During a busy day, a nurse urgently needs a piece of equipment sterilized. You are already working on a different order. What should you do?
A. Ignore the nurse’s request and continue with your current task.
B. Tell the nurse to wait until you’re done with your current task.
C. Prioritize the nurse’s request and start sterilizing the equipment immediately.
D. Assess the urgency and importance of both tasks and decide accordingly.
The correct answer is D. Assessing the urgency and importance of both tasks allows you to make an informed decision. Ignoring the nurse’s request (option A) or telling her to wait (option B) could jeopardize patient safety. Immediately prioritizing the nurse’s request (option C) might be the correct action depending on the situation, but without assessment, you might unnecessarily delay other important tasks.
You are a member of a quality work group in your hospital that includes a variety of roles (nurses, administrators, technicians). During meetings, there is often confusion over who is responsible for certain tasks. How should this situation be best resolved?
A. Assign all tasks to the most senior member of the group
B. Assume responsibility for all tasks related to sterilization
C. Clearly define roles and responsibilities for each group member
D. Continue as is and hope the confusion resolves itself over time
The correct answer is C. Clearly define roles and responsibilities for each group member. Clear delineation of roles and responsibilities prevents confusion and ensures that all tasks are adequately covered. It also makes accountability clear in case of errors or issues. Options A, B, and D may lead to unbalanced workload, overlooked tasks, or sustained confusion, none of which are conducive to a productive work group.
A surgeon has noted concerns about the condition of a sterilized instrument. As a Central Service Technician, what is your immediate course of action?
A. Verify the instrument’s sterilization records
B. Re-sterilize the instrument
C. Conduct an investigation into the sterilization process
D. Document the concern and pass it onto the supervisor
The correct answer is A. Verify the instrument’s sterilization records
Explanation: The immediate step after receiving the complaint would be to verify the instrument’s sterilization records (A). This can help determine if there were any errors in the sterilization process and provide crucial data for further investigation.
A Central Service Technician is approached by a nurse with a complaint about delayed equipment delivery. The technician should:
A. Direct the nurse to the head of logistics for all delivery-related issues
B. Apologize and reassure the nurse that they will follow up on the issue promptly
C. Explain that delays are often due to reasons outside of their control
D. Ask the nurse to submit a written complaint to document the delay
The correct answer is B. Apologize and reassure the nurse that they will follow up on the issue promptly
Explanation: The best approach is to empathize with the nurse’s concerns, offer an apology, and reassure them that you will follow up on the issue promptly (B). This helps maintain good relations and shows responsiveness to the issues raised.
When a Central Service Technician regularly communicates with customers, they should primarily focus on:
A. Being friendly and approachable
B. Technical aspects of equipment and supplies
C. Fulfilling requests as quickly as possible
D. Understanding their needs and providing appropriate solutions
The correct answer is D. Understanding their needs and providing appropriate solutions
Explanation: While all the options have merit, understanding the customer’s needs and providing appropriate solutions (D) should be the primary focus. This approach ensures customer satisfaction and the delivery of an efficient and effective service.
A Central Service Technician receives criticism from a colleague about the handling of sterile supplies. How should the technician handle this feedback?
A. Politely disagree and explain their method
B. Accept the criticism and review the sterile supply handling protocol
C. Inform the supervisor about the criticism
D. Ask for additional training in sterile supply handling
The correct answer is B. Accept the criticism and review the sterile supply handling protocol
Explanation: Accepting criticism and reviewing relevant protocol (B) allows for self-improvement and ensures that correct procedures are being followed.
In a situation where a department staff member has delivered contaminated instruments without adhering to proper protocol, what is the first step a Central Service Technician should take?
A. Return the instruments to the department
B. Directly inform the supervisor about the incident
C. Sterilize the instruments before any further steps
D. Communicate with the staff member about the protocol breach and its potential implications
The correct answer is D. Communicate with the staff member about the protocol breach and its potential implications
Explanation: While it may seem logical to take immediate action such as returning the instruments or sterilizing them, the first action should be to communicate directly with the staff member involved (D). This ensures that the person is made aware of the breach, understands the potential implications, and can take corrective action.
A Central Service Technician makes an error in a surgical equipment order. Upon discovering the mistake, the technician should:
A. Quietly correct the error to avoid unnecessary attention
B. Report the error to a supervisor before taking any corrective action
C. Correct the mistake and inform the relevant parties
D. Wait to see if anyone else notices the error
The correct answer is C. Correct the mistake and inform the relevant parties
Explanation: Accountability and transparency are crucial in a clinical environment. Therefore, the best course of action when an error is discovered is to correct the mistake and inform all relevant parties (C).
A surgical unit urgently needs a piece of equipment that is currently unavailable. As a Central Service Technician, what should be your immediate response?
A. Explain the equipment shortage and apologize
B. Suggest an alternative piece of equipment that might fulfill the same purpose
C. Inform the surgical unit to reschedule the procedure due to unavailability
D. Direct the surgical unit to another department which might have the equipment
The correct answer is B. Suggest an alternative piece of equipment that might fulfill the same purpose
Explanation: The goal of a Central Service Technician should be to facilitate patient care and surgical procedures to the best of their ability. Therefore, suggesting an alternative piece of equipment that might fulfill the same purpose (B) is the most appropriate immediate response.
