CPXP Exam | Certified Patient Experience Professional | Complete Practice Questions & Verified Answers
Patient Experience definition (Beryl Institute) The sum of all interactions, shaped by an organization's culture, that influence
patient perceptions across the continuum of care.
CIQ Cultural IQ test: Measures cultural engagement with 10 questions on a scale of
1-10
What 3 elements do patients use in choosing 1- Cost
healthcare? 2- Quality
3- Service
transformational leadership inspiring and championing followers to make the best decisions so that they
might become leaders
Mission, Vision, Values Mission: why we are here
Vision: where we aspire to go
Values: the rules we live by
Circle of Growth Employee loyalty leads to
Customer loyalty leads to
Increased Profits leads to
Investment of Profits in Staff Development
Possible lifetime value of a patient to a hospital $200,000
Cultural Competence a set of congruent behaviors, attitudes, and policies that come together in a
system, agency, or among professionals that enables effective work in cross-
cultural situations.
*one of the main factors needed to close the disparities gap in healthcare
REGARDS of diversity Race
Ethnicity
Gender
Age
Religion
Disability
Sexual orientation
Core competencies of PFCC Respect, dignity
Information sharing
Participation
Collaboration
Patient Rights & Responsibilities Informed consent
Privacy
Access to medical records
Patient Bill of Rights: supports and protects rights, safety/quality, inform/educate
patients, set expectations, encourage patient to assume reasonable
responsibilities
SBAR Situation
Background
Assessment
Recommendation
HEART Hear
Empathize
Acknowledge
Respond
Thank
Patient Experience definition (Beryl Institute) The sum of all interactions, shaped by an organization's culture, that influence
patient perceptions across the continuum of care.
CIQ Cultural IQ test: Measures cultural engagement with 10 questions on a scale of
1-10
What 3 elements do patients use in choosing 1- Cost
healthcare? 2- Quality
3- Service
transformational leadership inspiring and championing followers to make the best decisions so that they
might become leaders
Mission, Vision, Values Mission: why we are here
Vision: where we aspire to go
Values: the rules we live by
Circle of Growth Employee loyalty leads to
Customer loyalty leads to
Increased Profits leads to
Investment of Profits in Staff Development
Possible lifetime value of a patient to a hospital $200,000
Cultural Competence a set of congruent behaviors, attitudes, and policies that come together in a
system, agency, or among professionals that enables effective work in cross-
cultural situations.
*one of the main factors needed to close the disparities gap in healthcare
REGARDS of diversity Race
Ethnicity
Gender
Age
Religion
Disability
Sexual orientation
Core competencies of PFCC Respect, dignity
Information sharing
Participation
Collaboration
Patient Rights & Responsibilities Informed consent
Privacy
Access to medical records
Patient Bill of Rights: supports and protects rights, safety/quality, inform/educate
patients, set expectations, encourage patient to assume reasonable
responsibilities
SBAR Situation
Background
Assessment
Recommendation
HEART Hear
Empathize
Acknowledge
Respond
Thank
