Cpxp Exam Study Guide (In Progress) Questions Answered Correctly Latest Update 2026

CPXP EXAM STUDY GUIDE (IN PROGRESS) QUESTIONS ANSWERED CORRECTLY LATEST UPDATE 2026 How did the report of quality measures to CMS begin? - Answers Hospitals could voluntarily report quality measures starting in 2001- adapting to current state from there What is HCAHPS - Answers Hospital Consumer Assessment of Healthcare Providers and System What are some metrics for outcome of care? - Answers mortality, readmission, complications, hospital associated infections Describe "Pay for performance" - Answers provide financial incentives to hospitals, physicians, and other providers to carry out improvement and achieve optimal outcomes for patients What are some reasons patients may not voice their complaints? - Answers Don't know where to complain, afraid of retribution, not worth the trouble What are the IOM six aims of for quality (established in 2001) - Answers Safe, time, effective, efficient, equitable, patient-centered (STEEEP) What is the IHI triple aim? - Answers improve patient experience, improve health of populations, reduce per capita cost Describe health literacy - Answers capacity to obtain, process and understand basic health information needed to make appropriate health decisions What percentage of adults are estimated to have a proficient health literacy - Answers 12 % Which year was the American Society for Hospital Risk Management formed? - Answers 1980 What was the original name for the CMS - Answers Health Care Financing Administration What is the definition of Culture (Irwin Press) - Answers Culture exists when its members share values and behaviors that they take for granted What is empathy - Answers the ability to understand and share the feelings of another What percentage of CMS reimbursement is dependent on patient satisfaction scores - Answers 1% What are the 4 basic needs that should be met to create an ideal patient experience - Answers confidence, integrity, pride, passion In which year did hospitals establish patient advocates and representatives? - Answers 1965 In which year did the American hospital association develop patients bill of rights - Answers 1973 What is the RATER scale and when was it developed - Answers Reliability, Assurance, Tangibles, Empathy, Responsiveness (early 80s) What are some of the key concepts of the Planetree model - Answers Importance of social support, patient/resident education, healing environment (design- iron curtain) In which year were Diagnostic Related Groups (DRG) introduced? - Answers 1983 What is the Emergency Medical Treatment and Labor Act (EMTALA) and when was it established - Answers requires hospitals to stabilize any patient who shows up in the ER regardless of ability to pay (1986) When was the Health Insurance Portability and Patient Protection Act (HIPPA) created? - Answers 1996 In which year did the IOM publish the report "To Err is Human" regarding the significance of medical errors - Answers 1999 What is the IPFCC - Answers Institute for patient family-centered care What are some of the limitations to the Press Ganey surveys - Answers low return rate, minorities underrepresented What is a "Likert" scale - Answers Ex: Very poor, poor, fair, good, very good What is the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) - Answers first national standardized publicly reported survey of patients perceptions of hospital experience What are the main functions of the Office of Patient Relations - Answers Provide a centralized mechanism for addressing patient concerns, liaison between patients and medical providers What are the main goals of the Office of Patient Relations at Rush - Answers Understand service gaps through increased complaint capture Improve complaint resolution time What is a level 1 complaint - Answers concern addressed immediately by employee What is a level 2 complaint - Answers addressed at employee or escalated to management with additional tools (coupons, parking, flowers) What is a level 3 complaint - Answers employee escalates to manager refers patient/family or concern to patient relations What are the characteristics of hospitals that did well with value based purchasing? - Answers smaller, didn't train residents, more affluent patient mix, for profit What are the characteristics of hospitals that did NOT do well with value based purchasing? - Answers bigger, teaching hospitals, poor patients, govt owned What is the goal of Partnership for Patients - Answers decrease preventable hospital-acquired conditions, decrease preventable complications during care center transition When did Medicare Physician Pay for Performance begin? - Answers started in 2015 for some physicians and physician groups- projected to be for all physicians by 2017 What does the RUSH way stand for? - Answers systematic approach to process improvement (Ready, understand, solve, hold) Time frame that AHA establishes membership group: National society for patient representation and consumer affairs - Answers early 70's Which year did AHA develop and adopts patients bill of rights? - Answers 1973 What was the Karen Quinian case? - Answers Young women slipped into coma after drug interaction with alcohol (ethics of euthanasia) What is cultural competence - Answers being sensitive to others cultures and beliefs According to the Beryl Institute article, what are the three areas that integrate to create patient experience - Answers quality, safety, and service According to the Beryl Institute article, which method of patient survey is the most effective? - Answers phone surveys. Tend to give more positive responses than paper survey. What other surveys are in use or under development? - Answers Clinical and group consumer assessment of healthcare providers (CGCAHPS) and systems and EDCAHPS (Emergency department) What is the relationship to HCAHPS and Value based purchasing? - Answers Hospital that fail to publicly report the required quality measure, may receive an annual payment update that is reduced by 2% What is value based purchasing? - Answers payment method that rewards quality of care through payment incentives and transparency. What are some key differences between HCAHPS and Rush Press Ganey surveys? - Answers PG offers a neutral answer, while HCAHPS does not. PG does not effect reimbursement. HCAHPS publicly reported on Medicare website Describe service recovery - Answers apology to patient if service wasn't satisfactory What do the initials in the HEART model for handling complaints stand for - Answers H-hear the patient E-empathize A-apologize R-respond T-Thank Picker Institute Eight Characteristics of patient centered care - Answers Access to care, respect for patient values-preferences-needs, coordination/integration of care, information-communication-education, transition and continuity of care, involving family and friends, emotional support reducing fear/anxiety, physical comfort What is the name of the rules that give rise to a patient's right to file a grievance against a hospital - Answers Patient rights and responsibilities What is the primary reason for patient lawsuits against physicians - Answers Lack of communication Value Based Purchasing started as _________________________ and then went to ______________________________ - Answers Pay for reporting-- Pay for Performance Name one significant person in the evolution of the field of patient experience and his/her contribution - Answers Angelica Theriot who developed the Planetree model Describe three reasons used by CMS/ARHQ to justify the development of the HCAHPS survey - Answers incentive to improve quality of care, create a standardization survey for hospital comparison, creates accountability What is a complaint - Answers expresses displeasure that is addressed when it occurs What is a grievance - Answers more formal complaint that is filed with the hospital and can address bigger issues such as abuse What is the main difference between a complaint and a grievance - Answers a grievance requires a written response The FY 2014 Hospital Value Based Purchasing (Hospital VBP) links a portion of IPPS (Inpatient Prospective Pricing System) hospital payment from CMS to performance on a set of quality measures. The HCAHPS survey is the basis of the Patient Experience of Care Domain and accounts for this percent of the hospital's Total Performance Score. - Answers 25% What is the name of the federal government website where consumers can go to find information about clinical quality and patient experience? - Answers M It is estimated that nearly ____ out of 10 adults may lack the skills needed to manage their health and prevent disease. - Answers 9 Definition of patient centered care - Answers When healthcare works together across the continuum of care to meet the needs of the patient. What are the 3 goals of complaint management - Answers correct what went wrong, learn from patients/customers/others, create a positive relationship and increase satisfaction Name one difference between how the Press Ganey survey results and the HCAHPs survey results are calculated and reported? - Answers Press Ganey uses a Likert scale and is not publicly reported, while HCAHPS uses a "Top Box" calculation and is reported on a CMS web site. What is the quadruple aim - Answers 1. Better outcomes 2.Lower costs 3.Improved clinician experience 4.Improved patient experience What is EMTALA - Answers law that prohibits ED's from turning away patients, no matter their ability to pay Which year were Medicaid and Medicare established - Answers 1965 In which decade did malpractice lead to the development of risk management departments - Answers 1970s Which year was the Health Maintenance Organization (HMO) act put into place - Answers 1973 Which year was the institute for Healthcare Improvement (IHI) established - Answers 1991 Which year was the Institute of Patient Family Centered Care (IPFCC) created - Answers 1992 What is the AHRQ and in which year did they begin to develop the HCAHPS survey - Answers Agency for healthcare research and quality- 2002 Which year did the Cleveland Clinic hire the first MD as a CXO? - Answers Bridget Duffy 2006 What is BART - Answers Behavior action response team What does the communication model include? (4 E's) - Answers engaging empathizing educating enlisting Which Rush locations have the largest amount of grievances filed? - Answers RUMG (Rush university medical group) & IP What is the Rush patient promise (3 components) - Answers safe care, high quality care, patient satisfaction Which year was the Institute of Healthcare Improvement (IHI) triple aim created? - Answers 2007 What are core concepts of patient centered care (4 components) - Answers -respect & dignity -information sharing -participation -collaboration What is AIDET - Answers Acknowledge Introduce Duration Explanation Thank What is the JCAHO (2010) - Answers Joint commission on accreditation of health care (set patient centered communication standards) Culturally Competent Model of Care - Answers 1. Cultural awareness - self-reflection of one's own biases 2. cultural knowledge - obtaining information about different cultures 3. cultural skill - conducting an assessment of cultural data of the patient