CPXP Exam Study Guide (In Progress) – Certified Patient Experience Professional Exam
Preparation Material
Hospitals could voluntarily report quality measures starting in 2001- adapting to current state
from there - correct answer ✔✔How did the report of quality measures to CMS begin?
Hospital Consumer Assessment of Healthcare Providers and System - correct answer ✔✔What
is HCAHPS
mortality, readmission, complications, hospital associated infections - correct answer ✔✔What
are some metrics for outcome of care?
provide financial incentives to hospitals, physicians, and other providers to carry out
improvement and achieve optimal outcomes for patients - correct answer ✔✔Describe "Pay for
performance"
Don't know where to complain, afraid of retribution, not worth the trouble - correct answer
✔✔What are some reasons patients may not voice their complaints?
Safe, time, effective, efficient, equitable, patient-centered (STEEEP) - correct answer ✔✔What
are the IOM six aims of for quality (established in 2001)
improve patient experience, improve health of populations, reduce per capita cost - correct
answer ✔✔What is the IHI triple aim?
capacity to obtain, process and understand basic health information needed to make
appropriate health decisions - correct answer ✔✔Describe health literacy
12 % - correct answer ✔✔What percentage of adults are estimated to have a proficient health
literacy
,1980 - correct answer ✔✔Which year was the American Society for Hospital Risk Management
formed?
Health Care Financing Administration - correct answer ✔✔What was the original name for the
CMS
Culture exists when its members share values and behaviors that they take for granted - correct
answer ✔✔What is the definition of Culture (Irwin Press)
the ability to understand and share the feelings of another - correct answer ✔✔What is
empathy
1% - correct answer ✔✔What percentage of CMS reimbursement is dependent on patient
satisfaction scores
confidence, integrity, pride, passion - correct answer ✔✔What are the 4 basic needs that should
be met to create an ideal patient experience
1965 - correct answer ✔✔In which year did hospitals establish patient advocates and
representatives?
1973 - correct answer ✔✔In which year did the American hospital association develop patients
bill of rights
Reliability, Assurance, Tangibles, Empathy, Responsiveness (early 80s) - correct answer ✔✔What
is the RATER scale and when was it developed
,Importance of social support, patient/resident education, healing environment (design- iron
curtain) - correct answer ✔✔What are some of the key concepts of the Planetree model
1983 - correct answer ✔✔In which year were Diagnostic Related Groups (DRG) introduced?
requires hospitals to stabilize any patient who shows up in the ER regardless of ability to pay
(1986) - correct answer ✔✔What is the Emergency Medical Treatment and Labor Act (EMTALA)
and when was it established
1996 - correct answer ✔✔When was the Health Insurance Portability and Patient Protection Act
(HIPPA) created?
1999 - correct answer ✔✔In which year did the IOM publish the report "To Err is Human"
regarding the significance of medical errors
Institute for patient family-centered care - correct answer ✔✔What is the IPFCC
low return rate, minorities underrepresented - correct answer ✔✔What are some of the
limitations to the Press Ganey surveys
Ex: Very poor, poor, fair, good, very good - correct answer ✔✔What is a "Likert" scale
first national standardized publicly reported survey of patients perceptions of hospital
experience - correct answer ✔✔What is the Hospital Consumer Assessment of Healthcare
Providers and Systems (HCAHPS)
Provide a centralized mechanism for addressing patient concerns, liaison between patients and
medical providers - correct answer ✔✔What are the main functions of the Office of Patient
Relations
, Understand service gaps through increased complaint capture
Improve complaint resolution time - correct answer ✔✔What are the main goals of the Office
of Patient Relations at Rush
concern addressed immediately by employee - correct answer ✔✔What is a level 1 complaint
addressed at employee or escalated to management with additional tools (coupons, parking,
flowers) - correct answer ✔✔What is a level 2 complaint
employee escalates to manager refers patient/family or concern to patient relations - correct
answer ✔✔What is a level 3 complaint
smaller, didn't train residents, more affluent patient mix, for profit - correct answer ✔✔What
are the characteristics of hospitals that did well with value based purchasing?
bigger, teaching hospitals, poor patients, govt owned - correct answer ✔✔What are the
characteristics of hospitals that did NOT do well with value based purchasing?
decrease preventable hospital-acquired conditions, decrease preventable complications during
care center transition - correct answer ✔✔What is the goal of Partnership for Patients
started in 2015 for some physicians and physician groups- projected to be for all physicians by
2017 - correct answer ✔✔When did Medicare Physician Pay for Performance begin?
systematic approach to process improvement (Ready, understand, solve, hold) - correct answer
✔✔What does the RUSH way stand for?
Preparation Material
Hospitals could voluntarily report quality measures starting in 2001- adapting to current state
from there - correct answer ✔✔How did the report of quality measures to CMS begin?
Hospital Consumer Assessment of Healthcare Providers and System - correct answer ✔✔What
is HCAHPS
mortality, readmission, complications, hospital associated infections - correct answer ✔✔What
are some metrics for outcome of care?
provide financial incentives to hospitals, physicians, and other providers to carry out
improvement and achieve optimal outcomes for patients - correct answer ✔✔Describe "Pay for
performance"
Don't know where to complain, afraid of retribution, not worth the trouble - correct answer
✔✔What are some reasons patients may not voice their complaints?
Safe, time, effective, efficient, equitable, patient-centered (STEEEP) - correct answer ✔✔What
are the IOM six aims of for quality (established in 2001)
improve patient experience, improve health of populations, reduce per capita cost - correct
answer ✔✔What is the IHI triple aim?
capacity to obtain, process and understand basic health information needed to make
appropriate health decisions - correct answer ✔✔Describe health literacy
12 % - correct answer ✔✔What percentage of adults are estimated to have a proficient health
literacy
,1980 - correct answer ✔✔Which year was the American Society for Hospital Risk Management
formed?
Health Care Financing Administration - correct answer ✔✔What was the original name for the
CMS
Culture exists when its members share values and behaviors that they take for granted - correct
answer ✔✔What is the definition of Culture (Irwin Press)
the ability to understand and share the feelings of another - correct answer ✔✔What is
empathy
1% - correct answer ✔✔What percentage of CMS reimbursement is dependent on patient
satisfaction scores
confidence, integrity, pride, passion - correct answer ✔✔What are the 4 basic needs that should
be met to create an ideal patient experience
1965 - correct answer ✔✔In which year did hospitals establish patient advocates and
representatives?
1973 - correct answer ✔✔In which year did the American hospital association develop patients
bill of rights
Reliability, Assurance, Tangibles, Empathy, Responsiveness (early 80s) - correct answer ✔✔What
is the RATER scale and when was it developed
,Importance of social support, patient/resident education, healing environment (design- iron
curtain) - correct answer ✔✔What are some of the key concepts of the Planetree model
1983 - correct answer ✔✔In which year were Diagnostic Related Groups (DRG) introduced?
requires hospitals to stabilize any patient who shows up in the ER regardless of ability to pay
(1986) - correct answer ✔✔What is the Emergency Medical Treatment and Labor Act (EMTALA)
and when was it established
1996 - correct answer ✔✔When was the Health Insurance Portability and Patient Protection Act
(HIPPA) created?
1999 - correct answer ✔✔In which year did the IOM publish the report "To Err is Human"
regarding the significance of medical errors
Institute for patient family-centered care - correct answer ✔✔What is the IPFCC
low return rate, minorities underrepresented - correct answer ✔✔What are some of the
limitations to the Press Ganey surveys
Ex: Very poor, poor, fair, good, very good - correct answer ✔✔What is a "Likert" scale
first national standardized publicly reported survey of patients perceptions of hospital
experience - correct answer ✔✔What is the Hospital Consumer Assessment of Healthcare
Providers and Systems (HCAHPS)
Provide a centralized mechanism for addressing patient concerns, liaison between patients and
medical providers - correct answer ✔✔What are the main functions of the Office of Patient
Relations
, Understand service gaps through increased complaint capture
Improve complaint resolution time - correct answer ✔✔What are the main goals of the Office
of Patient Relations at Rush
concern addressed immediately by employee - correct answer ✔✔What is a level 1 complaint
addressed at employee or escalated to management with additional tools (coupons, parking,
flowers) - correct answer ✔✔What is a level 2 complaint
employee escalates to manager refers patient/family or concern to patient relations - correct
answer ✔✔What is a level 3 complaint
smaller, didn't train residents, more affluent patient mix, for profit - correct answer ✔✔What
are the characteristics of hospitals that did well with value based purchasing?
bigger, teaching hospitals, poor patients, govt owned - correct answer ✔✔What are the
characteristics of hospitals that did NOT do well with value based purchasing?
decrease preventable hospital-acquired conditions, decrease preventable complications during
care center transition - correct answer ✔✔What is the goal of Partnership for Patients
started in 2015 for some physicians and physician groups- projected to be for all physicians by
2017 - correct answer ✔✔When did Medicare Physician Pay for Performance begin?
systematic approach to process improvement (Ready, understand, solve, hold) - correct answer
✔✔What does the RUSH way stand for?
