CPXP ACTUAL EXAM PAPER 2026
QUESTIONS WITH ANSWERS GRADED A+
◍ DMAIC is part of which continuous improvement model?.
Answer: Six Sigma
◍ Using an experience-based design or co-design process, the sequence as it
relates to the experience includes the following steps:
A. Describe, Understand, Assess, and Recommend
B. Describe, Redefine, Improve, and Sustain
C. Capture, Understand, Improve, and Measure
D. Capture, Understand, Assess, and Recommend.
Answer: C. Capture, Understand, Improve, and Measure
◍ [transactional/transformational] leadership shapes a new culture.
Answer: transformational leadership
◍ what is a limitation of employee satisfaction/engagement surveys?.
Answer: they are point-in-time surveys
◍ What is HEDIS?.
Answer: Healthcare Effectiveness Data and Information SetMeasures used
to evaluate how well healthcare organizations provide preventive care,
manage chronic conditions, and improve patient outcomes.
◍ what is the HEART model?.
Answer: service recovery modelHearing: listen for core perceptions,
concerns, and feelingsEmpathizing: use words and body language that
demonstrate caring and understandingApologizing: offer an apology for the
situation or emotional experienceResponding Thanking: appreciate the
effort it took to share the concern
◍ _____ was one of the first organizations to integrate the patient's voice into
, the healthcare environment, emphasizing dignity, compassion, transparency,
and family involvement.
Answer: Planetree
◍ The process by which a patient and the provider make health care decisions
together, taking into account the best scientific evidence available as well as
the patient's values and preferences, is COMMONLY described as:
A. Culturally competent care
B. Shared decision making
C. Teach-back
D. Patient and Family Centered Care.
Answer: B. Shared decision making
◍ [true/false] there is a high correlation between employee engagement and
higher patient satisfaction.
Answer: true
◍ who is someone who might identify improvement opportunities through
complaint and grievance data.
Answer: patient advocate
◍ HCAHPS responses affect hospital reimbursement under _____.
Answer: Value-based purchasing
◍ _______ is a group that fit a certain demographic(s) or share something in
common..
Answer: Population (N)
◍ Data is considered reliable when it __________.
Answer: produces similar results under consistent conditions
◍ What are the 5 principles of Kaizen?.
Answer: 1. Know your Customer2. Let it Flow3. Go to Gemba4. Empower
People5. Be Transparent
◍ [true/false] Heart-Head-Heart is a framework for effective communication.
Answer: true
, ◍ Why is the Institute of Medicine's 2001 report, "Crossing the Quality
Chasm" important in the patient experience world?.
Answer: It set forth the philosophy that underpins everything in modern
patient experienceDescribes patient-centered care as:"Providing care that is
respectful of, and responsive to, individual patient preferences, needs, and
values, and ensuring that patient values guide all clinical decisions."
◍ a run chart is basically a _______ chart.
Answer: trend
◍ The four core concepts of patient and family-centered care are:
A. Respect and Dignity, Information Sharing, Participation, and
Collaboration.
B. Respect and Dignity, Information Sharing, Performance Improvement,
and Collaboration.
C. Respect and Dignity, Privacy, Participation, and Collaboration.
D. Do No Harm, Provide Access, Teamwork, and Results..
Answer: A. Respect and Dignity, Information Sharing, Participation, and
Collaboration.
◍ [transactional/transformational] leadership promotes innovative ideas to
solve problems.
Answer: transformational leadership
◍ AIDET.
Answer: It is a tool to facilitate the communication with patients, avoiding
concerns, anxiety and increasing transparency.
◍ ______ is the awareness that another's culture may be different than your
own.
Answer: cultural intelligence
◍ A [reward/recognition] is acknowledgement of a person's effectiveness.
Answer: Recognition
◍ __________ are the conditions in the places where people live, learn, work,
QUESTIONS WITH ANSWERS GRADED A+
◍ DMAIC is part of which continuous improvement model?.
Answer: Six Sigma
◍ Using an experience-based design or co-design process, the sequence as it
relates to the experience includes the following steps:
A. Describe, Understand, Assess, and Recommend
B. Describe, Redefine, Improve, and Sustain
C. Capture, Understand, Improve, and Measure
D. Capture, Understand, Assess, and Recommend.
Answer: C. Capture, Understand, Improve, and Measure
◍ [transactional/transformational] leadership shapes a new culture.
Answer: transformational leadership
◍ what is a limitation of employee satisfaction/engagement surveys?.
Answer: they are point-in-time surveys
◍ What is HEDIS?.
Answer: Healthcare Effectiveness Data and Information SetMeasures used
to evaluate how well healthcare organizations provide preventive care,
manage chronic conditions, and improve patient outcomes.
◍ what is the HEART model?.
Answer: service recovery modelHearing: listen for core perceptions,
concerns, and feelingsEmpathizing: use words and body language that
demonstrate caring and understandingApologizing: offer an apology for the
situation or emotional experienceResponding Thanking: appreciate the
effort it took to share the concern
◍ _____ was one of the first organizations to integrate the patient's voice into
, the healthcare environment, emphasizing dignity, compassion, transparency,
and family involvement.
Answer: Planetree
◍ The process by which a patient and the provider make health care decisions
together, taking into account the best scientific evidence available as well as
the patient's values and preferences, is COMMONLY described as:
A. Culturally competent care
B. Shared decision making
C. Teach-back
D. Patient and Family Centered Care.
Answer: B. Shared decision making
◍ [true/false] there is a high correlation between employee engagement and
higher patient satisfaction.
Answer: true
◍ who is someone who might identify improvement opportunities through
complaint and grievance data.
Answer: patient advocate
◍ HCAHPS responses affect hospital reimbursement under _____.
Answer: Value-based purchasing
◍ _______ is a group that fit a certain demographic(s) or share something in
common..
Answer: Population (N)
◍ Data is considered reliable when it __________.
Answer: produces similar results under consistent conditions
◍ What are the 5 principles of Kaizen?.
Answer: 1. Know your Customer2. Let it Flow3. Go to Gemba4. Empower
People5. Be Transparent
◍ [true/false] Heart-Head-Heart is a framework for effective communication.
Answer: true
, ◍ Why is the Institute of Medicine's 2001 report, "Crossing the Quality
Chasm" important in the patient experience world?.
Answer: It set forth the philosophy that underpins everything in modern
patient experienceDescribes patient-centered care as:"Providing care that is
respectful of, and responsive to, individual patient preferences, needs, and
values, and ensuring that patient values guide all clinical decisions."
◍ a run chart is basically a _______ chart.
Answer: trend
◍ The four core concepts of patient and family-centered care are:
A. Respect and Dignity, Information Sharing, Participation, and
Collaboration.
B. Respect and Dignity, Information Sharing, Performance Improvement,
and Collaboration.
C. Respect and Dignity, Privacy, Participation, and Collaboration.
D. Do No Harm, Provide Access, Teamwork, and Results..
Answer: A. Respect and Dignity, Information Sharing, Participation, and
Collaboration.
◍ [transactional/transformational] leadership promotes innovative ideas to
solve problems.
Answer: transformational leadership
◍ AIDET.
Answer: It is a tool to facilitate the communication with patients, avoiding
concerns, anxiety and increasing transparency.
◍ ______ is the awareness that another's culture may be different than your
own.
Answer: cultural intelligence
◍ A [reward/recognition] is acknowledgement of a person's effectiveness.
Answer: Recognition
◍ __________ are the conditions in the places where people live, learn, work,
