Leadership and Management for Nurses

Core Competences for Quality Care

Third Edition

CHAPTER 8
Recruitment and
Retention: Meeting
Staffing
Requirements

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 What's Ahead

The link between recruitment and

retention is clearrecruiting the right
staff for the right job is the first step in
long-term retention of staff.
Staff turnover is a major problem in
health care along with the variable
nursing shortage.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Learning Outcome 1

Explain how the human resources

department assists the healthcare
organization and its employees in
recruitment and retention of staff.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Human Resources

Ensure staff are recruited, promoted

and transferred, retained, and
terminated according to hospital
policies and procedures, and relevant
laws.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
Joint Commission HR Standards

Human resources planning

Orienting
Training and educating staff
Assessing competence
Managing staff requests

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Critical HR Issues

Effective communication and policies

and procedures
Relevant laws related to employment

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Learning Outcome 2

Discuss why staff recruitment is

important and effective methods to
improve the process.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Recruitment

Get the right person for the job to meet

the mission and goals of the
organization.
Planned and coordinated effort to
ensure that competent and appropriate
staff is available
Nursing leaders should work with HR to
identify factors that drive recruitment
and retention.
Leadership and Management for Nurses
ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
Figure 8-1 The recruitment process

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
The Institute of Medicine (IOM)

Core health care professions

competencies relate to recruitment and
retention of staff.

continued on next slide

Leadership and Management for Nurses
ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
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Anita Finkelman
The Institute of Medicine (IOM)

Having qualified staff who are satisfied

with work conditions impacts effective
patient-centered care, interprofessional
teamwork, quality improvement,
effective use of informatics, and
whether or not staff is willing to apply
evidence-based practice.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Learning Outcome 3

Explain how a position description is

developed.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Position Description

Lays out the job expectations used for

hiring and performance evaluation
First step in filling a position
Understand the job
Job analysis

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
Content of the Position Description

Seek information by interviewing staff,

managers, team members.
Review similar positions.
Describe job expectations.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
Typical Components of a Position
Description
Job expectations
Education
Work experience and history
Competencies
References required

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Learning Outcome 4

Apply the employment process to

nursing staff recruitment.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 The Employment Process

Complex process
Begins with recruitment
Methods of recruitment

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
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Anita Finkelman
 The Next Steps: Identifying
Candidates
Screening
Applications
Resume
References
Licensure and certification
Interviews
Post interview and selection

Leadership and Management for Nurses

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Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Box 8-1 Suggested Questions for Interview for a
Professional Nursing Practice Position

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Box 8-1 (continued) Suggested Questions for
Interview for a Professional Nursing Practice Position

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Box 8-1 (continued) Suggested Questions for
Interview for a Professional Nursing Practice Position

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Box 8-1 (continued) Suggested Questions for
Interview for a Professional Nursing Practice Position

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Box 8-1 (continued) Suggested Questions for
Interview for a Professional Nursing Practice Position

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Learning Outcome 5

Apply critical guidelines that a nurse

should consider when applying for a
position.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Interviewing

The nurse should know what type of

position she desires.
The applicant will want to decide
whether or not the level of work
required meets the nurse's personal
needs and career goals.

continued on next slide

Leadership and Management for Nurses
ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Interviewing

Preparing for the interview by learning

as much as possible about the
organization, nursing in the
organization, and the reputation of the
organization also is important.
When the interview is set up, the nurse
should make sure to arrive early.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 The Interview from the
Applicant's Perspective
What should the applicant consider
before and during the interview?

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Job Considerations for the
Applicant
Type of work, work load, schedule
Salary and benefits
Type of HCO and services
Direct or indirect care
Type of nursing delivery model used

continued on next slide

Leadership and Management for Nurses
ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Job Considerations for the
Applicant
Use of teams and team leadership
Opportunity for advancement and
career development
Personal strengths and weaknesses

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Learning Outcome 6

Analyze the issue of retention and

its impact on staff and quality care.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
Why Should Staff Members Be
Involved in Recruitment?
They know best what is needed in the
organization from the perspective of
nursing care.
Increasing staff would benefit not only
patient care but the workload.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Why Is Retention Important
Today?
Cost
Team morale
Turnover
Can negatively affect patient care
Staff is overworked.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Box 8-2 Bill of Rights for Registered Nurses

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Retaining Staff

Staff play a major role in retaining

staff.
How staff works together,
communicates, respects one another,
and is motivated all need to be
considered as important retention
factors.

continued on next slide

Leadership and Management for Nurses
ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Retaining Staff

Organizations that support career

advancement have better retention
results.
Effective orientation is an important
method for retaining staff and ensuring
improved care quality.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Analysis of Retention

Important to collect data about

retention and analyze reasons for loss
of staff, including loss of staff through
termination

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Learning Outcome 7

Apply the performance appraisal

process.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
Competency-Based Performance
Appraisal
Is the staff member meeting position
requirements and improving
performance?
HR provides the overall management of
performance appraisal.
Position descriptions provide the
framework for performance appraisal.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
Benefits of Performance Appraisal

Builds team cohesion and support

Prevents discrimination problems
Ensures compliance with relevant laws
Assists in promotion
Opportunity to provide valuable
feedback, direction, leadership
Should be continuous feedback, not
just annually

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
Performance Appraisal Process

An opportunity to reinforce the

organization's vision, mission, and
goals and to draw the employee into
the organization's culture
Roles in the process
Steps in the process

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Objectivity

Critical throughout the process

If the supervisor does not understand
or feel competent to evaluate a staff
member, then that supervisor is
obligated to get direction and
assistance with the process.

continued on next slide

Leadership and Management for Nurses
ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Objectivity

Preparing for performance appraisal is

key for the employee just as it is for
the supervisor.
It begins with self-evaluation.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
Competency-Based Performance
Appraisal
Increased emphasis
The goal is to help staff improve and
change as required for job performance
that provides quality patient care and
meets organizational goals.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
Types of Performance Appraisal
Interviews
Probationary
Annual
Ongoing/continuous
Transfer
Exit

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Employee's Role

What is the employee's role in

performance appraisal process?

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Problem Employees

Identify potential problems.

Describe strategies a manager might
use to decrease problems with
employees.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Learning Outcome 8

Examine strategies that can be used

to prevent or decrease stress and
incivility in the work setting.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Problems with Staff

How do you handle problems with

staff?

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Job Stress

Healthcare employees are experiencing

many changes and frustration with staff
shortages and reengineering of
organizations.
Definition of job stress

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
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Anita Finkelman
Figure 8-2 NIOSH model of job stress
Source: Centers for Disease Control and Prevention. National Institute of Occupational Safety and Health. (2014).
Retrieved from http://www.cdc.gov/niosh/docs/99-101/default.html

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
Figure 8-3 Preventing stress at work: A comprehensive approach
Source: From How to Change the Organization to Prevent Job Stress. Published by American Psychological
Association (APA) 2014.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
Examples of Strategies to Cope
with Stress
Setting reasonable priorities
Asking for help
Doing one task at a time
Slowing down at certain points during
the day
Viewing problems as challenges

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Reality Shock

What is reality shock?

Why is it important?
How does it apply to you?

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
Disruptive Behavior and Incivility

What is a "Code Pink?"

Who participates in incivility in HCOs?
How does incivility impact the culture of
safety?

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Learning Outcome 9

Discuss staffing issues that impact

care and staff retention and
recruitment.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Current Concern: Staffing

IOM identifies staffing as a critical

concern (2004).
How is the ACA of 2010 related to
healthcare staffing?

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Staffing Basics

What are the critical issues that staff

need to know about related to staffing?
How would these impact what you do
as a nurse?

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
Variable Shortage: The Critical
Concern Today
The nursing shortage has been a
variable experience for years.
It is now improving in some areas of
the U.S., but is expected to become a
more serious problem again.
There are many reasons for the
shortage or lack of supply of nurses
that exists today.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Some Reasons for Shortages

Past healthcare reengineering and

redesigning
Staff turnover and dissatisfaction
Not enough students entering nursing
Workplace issues
Faculty shortage
Aging workforce

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
What Are Strategies to Resolve
Shortage Problems?
Staff turnover and dissatisfaction
Cost-containment pressures within
health care organizations
Faculty shortage
Aging workforce
High/difficult workload

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Chapter Case Study Feature:
Questions
1. Describe what information you would
need to prepare for the meetings
information described here and any
additional information.
2. What are the critical issues for each
nurse that you think you should
address during the performance
appraisal meetings, and how will you
address them?
continued on next slide
Leadership and Management for Nurses
ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Chapter Case Study Feature:
Questions
3. During the meeting with Jane, she
says, "I have to tell you that I think I
am not an effective nurse manager."
How would you respond to her?
4. Sue tells you in the interview that
since she got her BSN she is better
than the other nurses, particularly the
three AD nurses on the unit. How
would you respond to her?
continued on next slide
Leadership and Management for Nurses
ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
 Chapter Case Study Feature:
Questions
5. Describe the plan you would
recommend to each nurse to improve
in the next year. Include a time line
for review.

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman
Chapter Applying EBP Feature:
Questions
1. Why do you think the nurse unit
turnover impacts patient outcomes
and workgroup effectiveness?
2. What other factors might impact
workgroup cohesion?
3. As a chief nurse executive, how might
you use the results of this study in
your management decisions?

Leadership and Management for Nurses

ICD-10-CM/PCS Coding: A Map to Success Copyright 2016 by Pearson Education, Inc.
Core Competencies for Quality Care, 3e
Lorraine M. Papazian-Boyce All Rights Reserved
Anita Finkelman