Cultural And Social Diversity, And Customer Service In Health care Quiz

11 Questions | Total Attempts: 219

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Customer Service Quizzes & Trivia

Questions and Answers
  • 1. 
     A grief-stricken family is in the emergency room has just been notified of the death of their child who was hit by a car. What should the physician ask regarding organ transplantation?
    • A. 

      Do not ask since the family is in shock and cannot make an informed decision.

    • B. 

      Wait for five or six hours until the family has had time to accept their loss and then ask about organ donation.

    • C. 

      Immediately ask the family for permission to donate the child’s organs for transplantation.

    • D. 

      Start the process of removing the organs, and hope the family will give permission when asked.

  • 2. 
    Avi is born in Nigeria to African parents and is adopted at age 6 months by Spanish parents.  He grows up in Spain as a Roman Catholic.  If Avi identifies himself as a Spaniard, he is describing his:
    • A. 

      Race.

    • B. 

      Ethnicity.

    • C. 

      Culture.

    • D. 

      Religion.

  • 3. 
    Cammie was born and raised in South Africa.  Her skin, hair, and bone structure are Caucasian.  What is her race?
    • A. 

      African

    • B. 

      African-American

    • C. 

      South African

    • D. 

      White

  • 4. 
    What is the BEST approach for healthcare workers to take when caring for patients from different cultures?
    • A. 

      Assimilation

    • B. 

      Sensitivity

    • C. 

      Acculturation

    • D. 

      Ethnocentrism

  • 5. 
    Helen looks at her patient assignments and sees that one of her patients is named Adolf.  She feels a surge of anger toward this patient because her great-grandparents were killed by the Nazis in World War II.  Her feelings about this patient are classified as:
    • A. 

      Ethnocentrism.

    • B. 

      Bias.

    • C. 

      Sensitivity.

    • D. 

      Prejudice.

  • 6. 
    Darla was caring for a Native American patient whose very long hair became tangled in a knot around the oxygen tubing. In order to discontinue the oxygen as ordered, Darla had to cut a small piece of the patient’s hair.  The patient became very upset.  Another nurse explained to Darla that cutting hair is forbidden in the patient’s culture.  What would be most culturally considerate response by Darla?
    • A. 

      Sincerely and deeply apologize to the patient and her family.

    • B. 

      Apologize and explain that cutting the hair was the only option for removing the oxygen.

    • C. 

      Tell the patient she is sorry she did not understand the needs of the Native American culture.

    • D. 

      Have the nursing supervisor apologize to the patient.

  • 7. 
    A dietician would put what important alert on the meal plan for a patient of the Hindu faith?
    • A. 

      Absolutely NO beef or beef products!

    • B. 

      Kosher food only!

    • C. 

      Do NOT serve breakfast or lunch on Saturday!

    • D. 

      Allow wine with every meal!

  • 8. 
    Healthcare workers should know that patients of what faith will likely refuse a blood transfusion?
    • A. 

      Roman Catholic

    • B. 

      Islam

    • C. 

      Judaism

    • D. 

      Jehovah’s Witness

  • 9. 
    What must a healthcare worker do to achieve patient satisfaction?
    • A. 

      Smile and be friendly to the patient.

    • B. 

      Meet the patient’s expectations.

    • C. 

      Follow his/her scope of practice.

    • D. 

      Give the patient as much information as possible about his/her condition and treatment.

  • 10. 
    Guidelines for customer service suggest that a healthcare worker should:
    • A. 

      Share his/her personal problems with patients.

    • B. 

      Always greet patients with a smile.

    • C. 

      Speak using technical professional language.

    • D. 

      Never, ever disagree with a patient.

  • 11. 
    You are an ophthalmic technician in a small optometry office.  When checking out, a patient informs you that she is not coming back to this office.  What should you do?
    • A. 

      Wish her good luck.

    • B. 

      Ask her to wait while you get the Optometrist to talk with her.

    • C. 

      Ask if something is wrong and if there is, ask if she will sit down and explain the problem to you.

    • D. 

      Do nothing because she did not offer to tell you if something was wrong with her care.

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