1|Page
CPXP Exam 2026/2027 – Certified Patient Experience
Professional Test Bank with Practice Questions, Study Guide,
and Verified Answers||Latest Edition||Sure Exams||Sure
Pass!!!
Which best describes when a grievance is considered resolved -
ANSWER-when the patient is satisfied with actions taken on
his/her behalf
Health literacy is BEST described as the degree to which
individuals have the capacity - ANSWER-to obtain, process, and
understand basic health information and services needed to
make appropriate health decisions
According to CMS interpretative guidelines, who must approve
and be responsible for the effective operation of the grievance
process - ANSWER-The hospitals governing body
Positive correlations express a relationship that is - ANSWER-
associative not necessarily causal
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Of the following, what statement is BEST describes the
importance of reliability and validity in measurement methods -
ANSWER-It is important that the measurement methods are
both reliable and valid
A histogram is - ANSWER-A graphical representation of a
frequency distribution
What BEST describes shifts and trends - ANSWER-Both shifts
and trends can be observed using run charts
Using an experience-based design or co-design process, the
sequence as it relates to the experience includes the following
steps - ANSWER-Capture, Understand, Improve and Measure
In reducing the time for lap specimen collection, a patient
experience improvement team is using a rigorous approach of
DMAIC (define, measure, analyze, approve, control). Its
methodology is MOST closely aligned with: - ANSWER-Six Sigma
A health system is re-designing an ambulatory care clinic using a
customer-centric approach continuously improving the care
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delivery process through the elimination of all types of waste.
Such principles are MOST closely aligned with - ANSWER-LEAN
All of the following are concerns to ensure successful and
sustained change EXCEPT - ANSWER-All involved in the major
change effort are enthusiastic and understand its importance
(NOT A CONCERN)
In understanding transformational leaders, it is important to
acknowledge - ANSWER-Transformational leaders help inspire
and shape a new culture
The world health organization defines and outcome measure as
- ANSWER-A change in the health of an individual, group of
people, or population that is attributable to an intervention or
series of interventions
During nurse rounding, a mother complains that the
whiteboard in her childs room is not always up to date. What is
the best FIRST step for the person conducting the rounding? -
ANSWER-Apologize to the mother and thank her for this
feedback.
, 4|Page
A patient, Mrs. Garza, is agitated as she reaches the registration
desk late for her first appointment. After greeting Mrs. Garza,
which of the following comments is BEST coming from the
receptionist? - ANSWER-We are glad you are here, sorry you
had trouble with the directions, please have a seat and we will
be with you shortly
A hospital received a letter from a patient attached to a patient
experience survey requesting a review of the patients inpatient
stay, given concerns related to lack of coordinated care among
the providers causing financial hardship and stress to the family
- ANSWER-The hospital should treat the communication as a
grievance
A hospital patient is extremely upset with the communication
from her provider on the plan of care. What is the BEST strategy
among the following? - ANSWER-Listen empathetically to the
patient
Is there a timeframe by which a grievance must be resolved? -
ANSWER-On average, 7 days, unless informed that follow up
will be provided within a stated number of days.
CPXP Exam 2026/2027 – Certified Patient Experience
Professional Test Bank with Practice Questions, Study Guide,
and Verified Answers||Latest Edition||Sure Exams||Sure
Pass!!!
Which best describes when a grievance is considered resolved -
ANSWER-when the patient is satisfied with actions taken on
his/her behalf
Health literacy is BEST described as the degree to which
individuals have the capacity - ANSWER-to obtain, process, and
understand basic health information and services needed to
make appropriate health decisions
According to CMS interpretative guidelines, who must approve
and be responsible for the effective operation of the grievance
process - ANSWER-The hospitals governing body
Positive correlations express a relationship that is - ANSWER-
associative not necessarily causal
,2|Page
Of the following, what statement is BEST describes the
importance of reliability and validity in measurement methods -
ANSWER-It is important that the measurement methods are
both reliable and valid
A histogram is - ANSWER-A graphical representation of a
frequency distribution
What BEST describes shifts and trends - ANSWER-Both shifts
and trends can be observed using run charts
Using an experience-based design or co-design process, the
sequence as it relates to the experience includes the following
steps - ANSWER-Capture, Understand, Improve and Measure
In reducing the time for lap specimen collection, a patient
experience improvement team is using a rigorous approach of
DMAIC (define, measure, analyze, approve, control). Its
methodology is MOST closely aligned with: - ANSWER-Six Sigma
A health system is re-designing an ambulatory care clinic using a
customer-centric approach continuously improving the care
,3|Page
delivery process through the elimination of all types of waste.
Such principles are MOST closely aligned with - ANSWER-LEAN
All of the following are concerns to ensure successful and
sustained change EXCEPT - ANSWER-All involved in the major
change effort are enthusiastic and understand its importance
(NOT A CONCERN)
In understanding transformational leaders, it is important to
acknowledge - ANSWER-Transformational leaders help inspire
and shape a new culture
The world health organization defines and outcome measure as
- ANSWER-A change in the health of an individual, group of
people, or population that is attributable to an intervention or
series of interventions
During nurse rounding, a mother complains that the
whiteboard in her childs room is not always up to date. What is
the best FIRST step for the person conducting the rounding? -
ANSWER-Apologize to the mother and thank her for this
feedback.
, 4|Page
A patient, Mrs. Garza, is agitated as she reaches the registration
desk late for her first appointment. After greeting Mrs. Garza,
which of the following comments is BEST coming from the
receptionist? - ANSWER-We are glad you are here, sorry you
had trouble with the directions, please have a seat and we will
be with you shortly
A hospital received a letter from a patient attached to a patient
experience survey requesting a review of the patients inpatient
stay, given concerns related to lack of coordinated care among
the providers causing financial hardship and stress to the family
- ANSWER-The hospital should treat the communication as a
grievance
A hospital patient is extremely upset with the communication
from her provider on the plan of care. What is the BEST strategy
among the following? - ANSWER-Listen empathetically to the
patient
Is there a timeframe by which a grievance must be resolved? -
ANSWER-On average, 7 days, unless informed that follow up
will be provided within a stated number of days.
