California Certified Nursing Assistant (CNA) Practice Exam

What is the definition of a grievance in a healthcare context?

1. A form the resident fills out when they have a complaint

2. Denial of services or treatment due to insurance

3. Resident refusing to pay a bill

4. A complaint

The correct answer is: A complaint

In the context of healthcare, a grievance is defined as a complaint or concern raised by a patient or resident regarding their care, treatment, or the services they receive. This can encompass a wide range of issues, including dissatisfaction with the quality of care, perceived neglect, or any other aspect of their experience that causes distress or concern. The definition emphasizes that a grievance is fundamentally about expressing dissatisfaction and seeking resolution, which is crucial for maintaining quality care and addressing any potential shortcomings in service. Recognizing grievances allows healthcare providers to investigate the issues and improve patient satisfaction and care delivery. While the other options may touch upon related themes in healthcare, they do not capture the comprehensive meaning of a grievance. For instance, completing a form for a complaint is a procedural step that may follow the identification of a grievance, but it does not encompass the essence of the grievance itself. Denial of services due to insurance issues indicates a logistical or financial conflict rather than a patient-centric complaint about care. Similarly, a resident refusing to pay a bill is a financial situation and does not inherently indicate a grievance regarding the quality of care or service received.