CPXP 3441 EXAM 2026 LATEST UPDATE
QUESTIONS AND CORRECT VERIFIED
ANSWERS ALREADY GRADED A+
When are HCAHPS collected? - ans-within 42 days after dc
When to collect survey? - ans-As close to care as possible
The possibility for confidentiality breach multiplies with every what? - ans-With every
computerized component involved in a patients care
SMD - ans-Sensitive Medical Data.
Means that personnel, most often psychiatric personnel, have kept a separate
record
When did CMS begin rewarding hospitals through VBP program? - ans-October 2012
What year did CMS begin collecting HCAHPS data? - ans-2006
What is the most important service dimension on which to focus improvement efforts? -
ans-Provider communication
Three Rules of Service Recovery - ans-1. Do it right the first time
2. Fix it properly if it ever fails
3. Remember: there is no third chances
Service Recovery Statistics - ans-50% of unhappy customers will complain but 96%
will tell at least 9 or 10 of their friends
AHRQ - ans-Agency for Healthcare Research and Quality
Customers retained over five years can be up to _________ percent more profitable
than a "revolving door" of customers who use healthcare services only once. - ans-
377% more profitable
PFAC - ans-Patient and Family Advisory Council
PFE - ans-Patient and Family Engagement
PFCC - ans-Patient and Family Centered-Care
,Patient and Family Advisory Council - ans-Partners patients and families with
member of the healthcare team to provide guidance on how to improve patient
and family experience
Makeup of PFAC - ans-80% Patients and family members, 20% staff, and then
visitors are welcome
PFAC Leadership Model - ans-Co-chair 1: Clinical/administrative leader. Co-chair 2:
patient/family advisor
Roles in PFAC - ans-PFA: Provide feedback for projects, initiatives, experiences,
philosophies
Staff advisors: provide guidance, topics, approaches that have impact
Effective advisors - ans-Possess soft skills, listens actively, clear, tactful verbal
communication, willingness to speak in front of groups
Shift - ans-six or more data points hanging in a group above or below the center
line
Trend - ans-five data points constantly going up or constantly going down
Reason for the lag in timing of publicly reported HCAHPS data - ans-Adjustments
intended to eliminate any advantages or disadvantages in results that might be
influenced by the survey mode or the characteristics of patients that are beyond
the hospitals control.
"top box" - ans-Most frequently reported best result in each composite.
Interpreting the Correlation - ans-exactly -1 indicates perfect downhill linear
-1 strong down downhill linear
0 no linear relationship
+1 strong uphill linear
exactly +1 indicates perfect uphill linear
Patient Advocacy Community (PAC) was formerly known as what? - ans-Society for
Healthcare Consumer Advocacy (SHCA)
Most powerful factors of overall patient satisfaction (primary care clinic) - ans-
Participative provider care and staff courtesy
Touch Point - ans-"Moments of truth" at which patients form the most vivid
impressions and perceptions about an organization. At each touch point, patients
evaluate the quality of care and, ultimately, decide if they will return or
recommend the organization to others.
, Examples include: calling for an appointment, checking in at the reception desk,
communicating with the physician, receiving test results
P.E.A.R.L.S. - ans-Partnership, Empathy, Apology, Respect, Legitimation, and
Support. This method is used in relationship building teachings
SBAR - ans-Situation, Background, Assessment, Recommendation
attunement - ans-Matching nonverbal language
4 concepts of PFCC - ans-1. Respect and Dignity.
2. Information Sharing.
3. Participation.
4. Collaboration
Creator of PDCA - ans-Walter A. Shewhart
History of PDSA - ans-W. Edwards Deming modified Shewhart's PDCA to PDSA,
replacing "check" with "study"
Purpose of PDSA - ans-To test a change by planning, trying, observing and acting
on learned observation
Range - ans-Highest minus lowest score and a gross measure of variability
Exclusive Range - ans-Highest score minus lowest score
Inclusive Range - ans-Highest score minus lowest score PLUS one (1)
One of the most important tools for assessing the effectiveness of change - ans-Run
chart
Histogram - ans-Bars touch each other to represent continuity of the data
Mura - ans-Waste due to variation
muri - ans-waste due to overburdening or stressing the people, equipment or
system
muda - ans-"seven forms of waste"
3P Methodology - ans-Production, Preparation and Process
Type I muda - ans-non-value added, but necessary for the system to function.
Minimize this until you can eliminate it
QUESTIONS AND CORRECT VERIFIED
ANSWERS ALREADY GRADED A+
When are HCAHPS collected? - ans-within 42 days after dc
When to collect survey? - ans-As close to care as possible
The possibility for confidentiality breach multiplies with every what? - ans-With every
computerized component involved in a patients care
SMD - ans-Sensitive Medical Data.
Means that personnel, most often psychiatric personnel, have kept a separate
record
When did CMS begin rewarding hospitals through VBP program? - ans-October 2012
What year did CMS begin collecting HCAHPS data? - ans-2006
What is the most important service dimension on which to focus improvement efforts? -
ans-Provider communication
Three Rules of Service Recovery - ans-1. Do it right the first time
2. Fix it properly if it ever fails
3. Remember: there is no third chances
Service Recovery Statistics - ans-50% of unhappy customers will complain but 96%
will tell at least 9 or 10 of their friends
AHRQ - ans-Agency for Healthcare Research and Quality
Customers retained over five years can be up to _________ percent more profitable
than a "revolving door" of customers who use healthcare services only once. - ans-
377% more profitable
PFAC - ans-Patient and Family Advisory Council
PFE - ans-Patient and Family Engagement
PFCC - ans-Patient and Family Centered-Care
,Patient and Family Advisory Council - ans-Partners patients and families with
member of the healthcare team to provide guidance on how to improve patient
and family experience
Makeup of PFAC - ans-80% Patients and family members, 20% staff, and then
visitors are welcome
PFAC Leadership Model - ans-Co-chair 1: Clinical/administrative leader. Co-chair 2:
patient/family advisor
Roles in PFAC - ans-PFA: Provide feedback for projects, initiatives, experiences,
philosophies
Staff advisors: provide guidance, topics, approaches that have impact
Effective advisors - ans-Possess soft skills, listens actively, clear, tactful verbal
communication, willingness to speak in front of groups
Shift - ans-six or more data points hanging in a group above or below the center
line
Trend - ans-five data points constantly going up or constantly going down
Reason for the lag in timing of publicly reported HCAHPS data - ans-Adjustments
intended to eliminate any advantages or disadvantages in results that might be
influenced by the survey mode or the characteristics of patients that are beyond
the hospitals control.
"top box" - ans-Most frequently reported best result in each composite.
Interpreting the Correlation - ans-exactly -1 indicates perfect downhill linear
-1 strong down downhill linear
0 no linear relationship
+1 strong uphill linear
exactly +1 indicates perfect uphill linear
Patient Advocacy Community (PAC) was formerly known as what? - ans-Society for
Healthcare Consumer Advocacy (SHCA)
Most powerful factors of overall patient satisfaction (primary care clinic) - ans-
Participative provider care and staff courtesy
Touch Point - ans-"Moments of truth" at which patients form the most vivid
impressions and perceptions about an organization. At each touch point, patients
evaluate the quality of care and, ultimately, decide if they will return or
recommend the organization to others.
, Examples include: calling for an appointment, checking in at the reception desk,
communicating with the physician, receiving test results
P.E.A.R.L.S. - ans-Partnership, Empathy, Apology, Respect, Legitimation, and
Support. This method is used in relationship building teachings
SBAR - ans-Situation, Background, Assessment, Recommendation
attunement - ans-Matching nonverbal language
4 concepts of PFCC - ans-1. Respect and Dignity.
2. Information Sharing.
3. Participation.
4. Collaboration
Creator of PDCA - ans-Walter A. Shewhart
History of PDSA - ans-W. Edwards Deming modified Shewhart's PDCA to PDSA,
replacing "check" with "study"
Purpose of PDSA - ans-To test a change by planning, trying, observing and acting
on learned observation
Range - ans-Highest minus lowest score and a gross measure of variability
Exclusive Range - ans-Highest score minus lowest score
Inclusive Range - ans-Highest score minus lowest score PLUS one (1)
One of the most important tools for assessing the effectiveness of change - ans-Run
chart
Histogram - ans-Bars touch each other to represent continuity of the data
Mura - ans-Waste due to variation
muri - ans-waste due to overburdening or stressing the people, equipment or
system
muda - ans-"seven forms of waste"
3P Methodology - ans-Production, Preparation and Process
Type I muda - ans-non-value added, but necessary for the system to function.
Minimize this until you can eliminate it
