CPXP EXAMS WITH CORRECT ANSWERS
/STUDY GUIDE
1. How did the report of quality measures to CMS begin? - ANSWER-
Hospitals could voluntarily report quality measures starting in 2001-
adapting to current state from there
2. What is HCAHPS - ANSWER-Hospital Consumer Assessment of
Healthcare Providers and System
3. What are some metrics for outcome of care? - ANSWER-mortality,
readmission, complications, hospital associated infections
4. Describe "Pay for performance" - ANSWER-provide financial incentives
to hospitals, physicians, and other providers to carry out improvement
and achieve optimal outcomes for patients
5. What are some reasons patients may not voice their complaints? -
ANSWER-Don't know where to complain, afraid of retribution, not worth
the trouble
6. What are the IOM six aims of for quality (established in 2001) -
ANSWER-Safe, time, effective, efficient, equitable, patient-centered
(STEEEP)
7. What is the IHI triple aim? - ANSWER-improve patient experience,
improve health of populations, reduce per capita cost
8. Describe health literacy - ANSWER-capacity to obtain, process and
understand basic health information needed to make appropriate
health decisions
,9. What percentage of adults are estimated to have a proficient health
literacy - ANSWER-12 %
10. Which year was the American Society for Hospital Risk
Management formed? - ANSWER-1980
11. What was the original name for the CMS - ANSWER-Health Care
Financing Administration
12. What is the definition of Culture (Irwin Press) - ANSWER-Culture
exists when its members share values and behaviors that they take for
granted
13. What is empathy - ANSWER-the ability to understand and share
the feelings of another
14. What percentage of CMS reimbursement is dependent on patient
satisfaction scores - ANSWER-1%
15. What are the 4 basic needs that should be met to create an ideal
patient experience - ANSWER-confidence, integrity, pride, passion
16. In which year did hospitals establish patient advocates and
representatives? - ANSWER-1965
17. In which year did the American hospital association develop
patients bill of rights - ANSWER-1973
,18. What is the RATER scale and when was it developed - ANSWER-
Reliability, Assurance, Tangibles, Empathy, Responsiveness (early 80s)
19. What are some of the key concepts of the Planetree model -
ANSWER-Importance of social support, patient/resident education,
healing environment (design- iron curtain)
20. In which year were Diagnostic Related Groups (DRG) introduced?
- ANSWER-1983
21. What is the Emergency Medical Treatment and Labor Act
(EMTALA) and when was it established - ANSWER-requires hospitals to
stabilize any patient who shows up in the ER regardless of ability to
pay (1986)
22. When was the Health Insurance Portability and Patient Protection
Act (HIPPA) created? - ANSWER-1996
23. In which year did the IOM publish the report "To Err is Human"
regarding the significance of medical errors - ANSWER-1999
24. What is the IPFCC - ANSWER-Institute for patient family-centered
care
25. What are some of the limitations to the Press Ganey surveys -
ANSWER-low return rate, minorities underrepresented
26. What is a "Likert" scale - ANSWER-Ex: Very poor, poor, fair, good,
very good
, 27. What is the Hospital Consumer Assessment of Healthcare
Providers and Systems (HCAHPS) - ANSWER-first national standardized
publicly reported survey of patients perceptions of hospital experience
28. What are the main functions of the Office of Patient Relations -
ANSWER-Provide a centralized mechanism for addressing patient
concerns, liaison between patients and medical providers
29. What are the main goals of the Office of Patient Relations at Rush
- ANSWER-Understand service gaps through increased complaint
capture
30. Improve complaint resolution time
31. What is a level 1 complaint - ANSWER-concern addressed
immediately by employee
32. What is a level 2 complaint - ANSWER-addressed at employee or
escalated to management with additional tools (coupons, parking,
flowers)
33. What is a level 3 complaint - ANSWER-employee escalates to
manager refers patient/family or concern to patient relations
34. What are the characteristics of hospitals that did well with value
based purchasing? - ANSWER-smaller, didn't train residents, more
affluent patient mix, for profit
35. What are the characteristics of hospitals that did NOT do well
with value based purchasing? - ANSWER-bigger, teaching hospitals,
poor patients, govt owned
/STUDY GUIDE
1. How did the report of quality measures to CMS begin? - ANSWER-
Hospitals could voluntarily report quality measures starting in 2001-
adapting to current state from there
2. What is HCAHPS - ANSWER-Hospital Consumer Assessment of
Healthcare Providers and System
3. What are some metrics for outcome of care? - ANSWER-mortality,
readmission, complications, hospital associated infections
4. Describe "Pay for performance" - ANSWER-provide financial incentives
to hospitals, physicians, and other providers to carry out improvement
and achieve optimal outcomes for patients
5. What are some reasons patients may not voice their complaints? -
ANSWER-Don't know where to complain, afraid of retribution, not worth
the trouble
6. What are the IOM six aims of for quality (established in 2001) -
ANSWER-Safe, time, effective, efficient, equitable, patient-centered
(STEEEP)
7. What is the IHI triple aim? - ANSWER-improve patient experience,
improve health of populations, reduce per capita cost
8. Describe health literacy - ANSWER-capacity to obtain, process and
understand basic health information needed to make appropriate
health decisions
,9. What percentage of adults are estimated to have a proficient health
literacy - ANSWER-12 %
10. Which year was the American Society for Hospital Risk
Management formed? - ANSWER-1980
11. What was the original name for the CMS - ANSWER-Health Care
Financing Administration
12. What is the definition of Culture (Irwin Press) - ANSWER-Culture
exists when its members share values and behaviors that they take for
granted
13. What is empathy - ANSWER-the ability to understand and share
the feelings of another
14. What percentage of CMS reimbursement is dependent on patient
satisfaction scores - ANSWER-1%
15. What are the 4 basic needs that should be met to create an ideal
patient experience - ANSWER-confidence, integrity, pride, passion
16. In which year did hospitals establish patient advocates and
representatives? - ANSWER-1965
17. In which year did the American hospital association develop
patients bill of rights - ANSWER-1973
,18. What is the RATER scale and when was it developed - ANSWER-
Reliability, Assurance, Tangibles, Empathy, Responsiveness (early 80s)
19. What are some of the key concepts of the Planetree model -
ANSWER-Importance of social support, patient/resident education,
healing environment (design- iron curtain)
20. In which year were Diagnostic Related Groups (DRG) introduced?
- ANSWER-1983
21. What is the Emergency Medical Treatment and Labor Act
(EMTALA) and when was it established - ANSWER-requires hospitals to
stabilize any patient who shows up in the ER regardless of ability to
pay (1986)
22. When was the Health Insurance Portability and Patient Protection
Act (HIPPA) created? - ANSWER-1996
23. In which year did the IOM publish the report "To Err is Human"
regarding the significance of medical errors - ANSWER-1999
24. What is the IPFCC - ANSWER-Institute for patient family-centered
care
25. What are some of the limitations to the Press Ganey surveys -
ANSWER-low return rate, minorities underrepresented
26. What is a "Likert" scale - ANSWER-Ex: Very poor, poor, fair, good,
very good
, 27. What is the Hospital Consumer Assessment of Healthcare
Providers and Systems (HCAHPS) - ANSWER-first national standardized
publicly reported survey of patients perceptions of hospital experience
28. What are the main functions of the Office of Patient Relations -
ANSWER-Provide a centralized mechanism for addressing patient
concerns, liaison between patients and medical providers
29. What are the main goals of the Office of Patient Relations at Rush
- ANSWER-Understand service gaps through increased complaint
capture
30. Improve complaint resolution time
31. What is a level 1 complaint - ANSWER-concern addressed
immediately by employee
32. What is a level 2 complaint - ANSWER-addressed at employee or
escalated to management with additional tools (coupons, parking,
flowers)
33. What is a level 3 complaint - ANSWER-employee escalates to
manager refers patient/family or concern to patient relations
34. What are the characteristics of hospitals that did well with value
based purchasing? - ANSWER-smaller, didn't train residents, more
affluent patient mix, for profit
35. What are the characteristics of hospitals that did NOT do well
with value based purchasing? - ANSWER-bigger, teaching hospitals,
poor patients, govt owned
