CPXP EXAMS SCRIPT ALL QUESTIONS AND
ANSWERS SURE A+
✔✔AHRQ - ✔✔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. - ✔✔377%
more profitable
✔✔PFAC - ✔✔Patient and Family Advisory Council
✔✔PFE - ✔✔Patient and Family Engagement
✔✔PFCC - ✔✔Patient and Family Centered-Care
✔✔Patient and Family Advisory Council - ✔✔Partners patients and families with
member of the healthcare team to provide guidance on how to improve patient and
family experience
✔✔Makeup of PFAC - ✔✔80% Patients and family members, 20% staff, and then
visitors are welcome
✔✔PFAC Leadership Model - ✔✔Co-chair 1: Clinical/administrative leader. Co-chair 2:
patient/family advisor
✔✔Roles in PFAC - ✔✔PFA: Provide feedback for projects, initiatives, experiences,
philosophies
Staff advisors: provide guidance, topics, approaches that have impact
✔✔Effective advisors - ✔✔Possess soft skills, listens actively, clear, tactful verbal
communication, willingness to speak in front of groups
,✔✔Shift - ✔✔six or more data points hanging in a group above or below the center line
✔✔Trend - ✔✔five data points constantly going up or constantly going down
✔✔Reason for the lag in timing of publicly reported HCAHPS data - ✔✔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" - ✔✔Most frequently reported best result in each composite.
✔✔Interpreting the Correlation - ✔✔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? - ✔✔Society for
Healthcare Consumer Advocacy (SHCA)
✔✔Most powerful factors of overall patient satisfaction (primary care clinic) -
✔✔Participative provider care and staff courtesy
✔✔Touch Point - ✔✔"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. - ✔✔Partnership, Empathy, Apology, Respect, Legitimation, and
Support. This method is used in relationship building teachings
✔✔SBAR - ✔✔Situation, Background, Assessment, Recommendation
✔✔attunement - ✔✔Matching nonverbal language
✔✔4 concepts of PFCC - ✔✔1. Respect and Dignity.
2. Information Sharing.
3. Participation.
4. Collaboration
✔✔Creator of PDCA - ✔✔Walter A. Shewhart
, ✔✔History of PDSA - ✔✔W. Edwards Deming modified Shewhart's PDCA to PDSA,
replacing "check" with "study"
✔✔Purpose of PDSA - ✔✔To test a change by planning, trying, observing and acting on
learned observation
✔✔Range - ✔✔Highest minus lowest score and a gross measure of variability
✔✔Exclusive Range - ✔✔Highest score minus lowest score
✔✔Inclusive Range - ✔✔Highest score minus lowest score PLUS one (1)
✔✔One of the most important tools for assessing the effectiveness of change - ✔✔Run
chart
✔✔Histogram - ✔✔Bars touch each other to represent continuity of the data
✔✔Mura - ✔✔Waste due to variation
✔✔muri - ✔✔waste due to overburdening or stressing the people, equipment or system
✔✔muda - ✔✔"seven forms of waste"
✔✔3P Methodology - ✔✔Production, Preparation and Process
✔✔Type I muda - ✔✔non-value added, but necessary for the system to function.
Minimize this until you can eliminate it
✔✔Type II muda - ✔✔non-value added and unnecessary. Eliminate this first!
✔✔What does the communication service standard, G.R.E.A.T. stand for? - ✔✔Greet
Relate
Explain
Ask
Thank
It is a comprehensive (and totally free) program -- see https://www.eehealth.org/great
✔✔
✔✔What is the RATER scale and when was it developed - ✔✔Reliability, Assurance,
Tangibles, Empathy, Responsiveness (early 80s)
ANSWERS SURE A+
✔✔AHRQ - ✔✔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. - ✔✔377%
more profitable
✔✔PFAC - ✔✔Patient and Family Advisory Council
✔✔PFE - ✔✔Patient and Family Engagement
✔✔PFCC - ✔✔Patient and Family Centered-Care
✔✔Patient and Family Advisory Council - ✔✔Partners patients and families with
member of the healthcare team to provide guidance on how to improve patient and
family experience
✔✔Makeup of PFAC - ✔✔80% Patients and family members, 20% staff, and then
visitors are welcome
✔✔PFAC Leadership Model - ✔✔Co-chair 1: Clinical/administrative leader. Co-chair 2:
patient/family advisor
✔✔Roles in PFAC - ✔✔PFA: Provide feedback for projects, initiatives, experiences,
philosophies
Staff advisors: provide guidance, topics, approaches that have impact
✔✔Effective advisors - ✔✔Possess soft skills, listens actively, clear, tactful verbal
communication, willingness to speak in front of groups
,✔✔Shift - ✔✔six or more data points hanging in a group above or below the center line
✔✔Trend - ✔✔five data points constantly going up or constantly going down
✔✔Reason for the lag in timing of publicly reported HCAHPS data - ✔✔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" - ✔✔Most frequently reported best result in each composite.
✔✔Interpreting the Correlation - ✔✔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? - ✔✔Society for
Healthcare Consumer Advocacy (SHCA)
✔✔Most powerful factors of overall patient satisfaction (primary care clinic) -
✔✔Participative provider care and staff courtesy
✔✔Touch Point - ✔✔"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. - ✔✔Partnership, Empathy, Apology, Respect, Legitimation, and
Support. This method is used in relationship building teachings
✔✔SBAR - ✔✔Situation, Background, Assessment, Recommendation
✔✔attunement - ✔✔Matching nonverbal language
✔✔4 concepts of PFCC - ✔✔1. Respect and Dignity.
2. Information Sharing.
3. Participation.
4. Collaboration
✔✔Creator of PDCA - ✔✔Walter A. Shewhart
, ✔✔History of PDSA - ✔✔W. Edwards Deming modified Shewhart's PDCA to PDSA,
replacing "check" with "study"
✔✔Purpose of PDSA - ✔✔To test a change by planning, trying, observing and acting on
learned observation
✔✔Range - ✔✔Highest minus lowest score and a gross measure of variability
✔✔Exclusive Range - ✔✔Highest score minus lowest score
✔✔Inclusive Range - ✔✔Highest score minus lowest score PLUS one (1)
✔✔One of the most important tools for assessing the effectiveness of change - ✔✔Run
chart
✔✔Histogram - ✔✔Bars touch each other to represent continuity of the data
✔✔Mura - ✔✔Waste due to variation
✔✔muri - ✔✔waste due to overburdening or stressing the people, equipment or system
✔✔muda - ✔✔"seven forms of waste"
✔✔3P Methodology - ✔✔Production, Preparation and Process
✔✔Type I muda - ✔✔non-value added, but necessary for the system to function.
Minimize this until you can eliminate it
✔✔Type II muda - ✔✔non-value added and unnecessary. Eliminate this first!
✔✔What does the communication service standard, G.R.E.A.T. stand for? - ✔✔Greet
Relate
Explain
Ask
Thank
It is a comprehensive (and totally free) program -- see https://www.eehealth.org/great
✔✔
✔✔What is the RATER scale and when was it developed - ✔✔Reliability, Assurance,
Tangibles, Empathy, Responsiveness (early 80s)
