What is the best way for health care workers to help their facility ensure that its patients have positive experiences when receiving care?

a. Conduct surveys to determine what the average patient wants.
b. Always listen carefully to what patients say and how they say it.
c. Smile and be cheerful when giving care.
d. Develop friendships with patients.

b
FEEDBACK: a. Incorrect. This is helpful, but only provides information from a limited group.
b. Correct.
c. Incorrect. It is not always appropriate to smile and be cheerful if the situation or conversation warrants a more serious approach.
d. Incorrect. Patients are not friends; they are individuals who require our professional care.