CPXP CORE MAIN QUESTIONS AND ANSWERS
SURE A+
✔✔What is the RATER scale and when was it developed - ✔✔Reliability, Assurance,
Tangibles, Empathy, Responsiveness (early 80s)
✔✔What are some of the key concepts of the Planetree model - ✔✔Importance of
social support, patient/resident education, healing environment (design- iron curtain)
✔✔In which year were Diagnostic Related Groups (DRG) introduced? - ✔✔1983
✔✔What is the Emergency Medical Treatment and Labor Act (EMTALA) and when was
it established - ✔✔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? - ✔✔1996
✔✔In which year did the IOM publish the report "To Err is Human" regarding the
significance of medical errors - ✔✔1999
✔✔What is the IPFCC - ✔✔Institute for patient family-centered care
✔✔What are some of the limitations to the Press Ganey surveys - ✔✔low return rate,
minorities underrepresented
✔✔What is a "Likert" scale - ✔✔Ex: Very poor, poor, fair, good, very good
,✔✔What is the Hospital Consumer Assessment of Healthcare Providers and Systems
(HCAHPS) - ✔✔first national standardized publicly reported survey of patients
perceptions of hospital experience
✔✔What are the main functions of the Office of Patient Relations - ✔✔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 - ✔✔Understand
service gaps through increased complaint capture
Improve complaint resolution time
✔✔What is a level 1 complaint - ✔✔concern addressed immediately by employee
✔✔What is a level 2 complaint - ✔✔addressed at employee or escalated to
management with additional tools (coupons, parking, flowers)
✔✔What is a level 3 complaint - ✔✔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? -
✔✔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? - ✔✔bigger, teaching hospitals, poor patients, govt owned
✔✔What is the goal of Partnership for Patients - ✔✔decrease preventable hospital-
acquired conditions, decrease preventable complications during care center transition
✔✔When did Medicare Physician Pay for Performance begin? - ✔✔started in 2015 for
some physicians and physician groups- projected to be for all physicians by 2017
✔✔What does the RUSH way stand for? - ✔✔systematic approach to process
improvement (Ready, understand, solve, hold)
✔✔Time frame that AHA establishes membership group: National society for patient
representation and consumer affairs - ✔✔early 70's
✔✔Which year did AHA develop and adopts patients bill of rights? - ✔✔1973
✔✔What was the Karen Quinian case? - ✔✔Young women slipped into coma after drug
interaction with alcohol (ethics of euthanasia)
, ✔✔What is cultural competence - ✔✔being sensitive to others cultures and beliefs
✔✔According to the Beryl Institute article, what are the three areas that integrate to
create patient experience - ✔✔quality, safety, and service
✔✔According to the Beryl Institute article, which method of patient survey is the most
effective? - ✔✔phone surveys. Tend to give more positive responses than paper
survey.
✔✔What other surveys are in use or under development? - ✔✔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? - ✔✔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? - ✔✔payment method that rewards quality of care
through payment incentives and transparency.
✔✔What are some key differences between HCAHPS and Rush Press Ganey surveys?
- ✔✔PG offers a neutral answer, while HCAHPS does not. PG does not effect
reimbursement. HCAHPS publicly reported on Medicare website
✔✔Describe service recovery - ✔✔apology to patient if service wasn't satisfactory
✔✔What do the initials in the HEART model for handling complaints stand for - ✔✔H-
hear the patient
E-empathize
A-apologize
R-respond
T-Thank
✔✔Picker Institute Eight Characteristics of patient centered care - ✔✔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 - ✔✔Patient rights and responsibilities
✔✔What is the primary reason for patient lawsuits against physicians - ✔✔Lack of
communication
SURE A+
✔✔What is the RATER scale and when was it developed - ✔✔Reliability, Assurance,
Tangibles, Empathy, Responsiveness (early 80s)
✔✔What are some of the key concepts of the Planetree model - ✔✔Importance of
social support, patient/resident education, healing environment (design- iron curtain)
✔✔In which year were Diagnostic Related Groups (DRG) introduced? - ✔✔1983
✔✔What is the Emergency Medical Treatment and Labor Act (EMTALA) and when was
it established - ✔✔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? - ✔✔1996
✔✔In which year did the IOM publish the report "To Err is Human" regarding the
significance of medical errors - ✔✔1999
✔✔What is the IPFCC - ✔✔Institute for patient family-centered care
✔✔What are some of the limitations to the Press Ganey surveys - ✔✔low return rate,
minorities underrepresented
✔✔What is a "Likert" scale - ✔✔Ex: Very poor, poor, fair, good, very good
,✔✔What is the Hospital Consumer Assessment of Healthcare Providers and Systems
(HCAHPS) - ✔✔first national standardized publicly reported survey of patients
perceptions of hospital experience
✔✔What are the main functions of the Office of Patient Relations - ✔✔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 - ✔✔Understand
service gaps through increased complaint capture
Improve complaint resolution time
✔✔What is a level 1 complaint - ✔✔concern addressed immediately by employee
✔✔What is a level 2 complaint - ✔✔addressed at employee or escalated to
management with additional tools (coupons, parking, flowers)
✔✔What is a level 3 complaint - ✔✔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? -
✔✔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? - ✔✔bigger, teaching hospitals, poor patients, govt owned
✔✔What is the goal of Partnership for Patients - ✔✔decrease preventable hospital-
acquired conditions, decrease preventable complications during care center transition
✔✔When did Medicare Physician Pay for Performance begin? - ✔✔started in 2015 for
some physicians and physician groups- projected to be for all physicians by 2017
✔✔What does the RUSH way stand for? - ✔✔systematic approach to process
improvement (Ready, understand, solve, hold)
✔✔Time frame that AHA establishes membership group: National society for patient
representation and consumer affairs - ✔✔early 70's
✔✔Which year did AHA develop and adopts patients bill of rights? - ✔✔1973
✔✔What was the Karen Quinian case? - ✔✔Young women slipped into coma after drug
interaction with alcohol (ethics of euthanasia)
, ✔✔What is cultural competence - ✔✔being sensitive to others cultures and beliefs
✔✔According to the Beryl Institute article, what are the three areas that integrate to
create patient experience - ✔✔quality, safety, and service
✔✔According to the Beryl Institute article, which method of patient survey is the most
effective? - ✔✔phone surveys. Tend to give more positive responses than paper
survey.
✔✔What other surveys are in use or under development? - ✔✔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? - ✔✔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? - ✔✔payment method that rewards quality of care
through payment incentives and transparency.
✔✔What are some key differences between HCAHPS and Rush Press Ganey surveys?
- ✔✔PG offers a neutral answer, while HCAHPS does not. PG does not effect
reimbursement. HCAHPS publicly reported on Medicare website
✔✔Describe service recovery - ✔✔apology to patient if service wasn't satisfactory
✔✔What do the initials in the HEART model for handling complaints stand for - ✔✔H-
hear the patient
E-empathize
A-apologize
R-respond
T-Thank
✔✔Picker Institute Eight Characteristics of patient centered care - ✔✔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 - ✔✔Patient rights and responsibilities
✔✔What is the primary reason for patient lawsuits against physicians - ✔✔Lack of
communication
