CPXP EXAMS WITH CORRECT ANSWERS
/STUDY GUIDE
1. HVBP stands for - ANSWER-Hospital Value Based Purchasing
2. HVBP defined - ANSWER-medicare system of reimbursing for quality
care
3. DRG stands for - ANSWER-Diagnosis Related Group
4. DRG defined - ANSWER-a class of illnesses for which Medicare pays a
fixed amount instead of what is actually paid out to treat patient
5. Level of diversity in healthcare workers vs. patients - ANSWER-level of
diversity is uneven
6. 7 areas of cultural sensitivity - ANSWER-communication, personal
space, eye contact, family organization, values, religion
7. 4 core competences of Patient Family Centered Care - ANSWER-
respect, information, participation, collaboration
8. 11 strategies to support PFCC - ANSWER-mission statement, strategic
plan, PACs, patien stories, share outcomes, leadership reounds,
established patient channels of communication, patient input on policy,
training caregivers on PFCC, empathetic language, health literacy
9. 5 goals of the patient bill of rights - ANSWER-support and protect
rights, safety, education, expectations, patient responsibilities
, 10. medicare beneficiary billing complaint relting to rights requires
what response - ANSWER-medicare beneficiary billing complaint =
grievance
11. a complaint related to CMS hospital conditions of participation
requires what response - ANSWER-complaint related to CMS hospital
conditions=grievance
12. Where must contact person for grievance be written down? -
ANSWER-in patient rights
13. 4 things that must be in a response to a grievance - ANSWER-
hospital contact, steps of investigation, results of grievance, date of
completion
14. How long does a hospital have to reply to a grievance - ANSWER-
7 days
15. How long does a hospital have to resolve a grievance - ANSWER-
30 days
16. 6 step model to service recovery (ALFAFR) - ANSWER-apologize,
listen, fix, atone, follow up, remember promise
17. 8 de-escalation strategies - ANSWER-empathy, clarify, respect,
body language, permit venting, avoid overreaching, non verbal (eye
contact, soft, space), be aware of sensory environment
18. 4 acronymed communication strategies - ANSWER-SBAR, HEART,
HEAT, AIDET
/STUDY GUIDE
1. HVBP stands for - ANSWER-Hospital Value Based Purchasing
2. HVBP defined - ANSWER-medicare system of reimbursing for quality
care
3. DRG stands for - ANSWER-Diagnosis Related Group
4. DRG defined - ANSWER-a class of illnesses for which Medicare pays a
fixed amount instead of what is actually paid out to treat patient
5. Level of diversity in healthcare workers vs. patients - ANSWER-level of
diversity is uneven
6. 7 areas of cultural sensitivity - ANSWER-communication, personal
space, eye contact, family organization, values, religion
7. 4 core competences of Patient Family Centered Care - ANSWER-
respect, information, participation, collaboration
8. 11 strategies to support PFCC - ANSWER-mission statement, strategic
plan, PACs, patien stories, share outcomes, leadership reounds,
established patient channels of communication, patient input on policy,
training caregivers on PFCC, empathetic language, health literacy
9. 5 goals of the patient bill of rights - ANSWER-support and protect
rights, safety, education, expectations, patient responsibilities
, 10. medicare beneficiary billing complaint relting to rights requires
what response - ANSWER-medicare beneficiary billing complaint =
grievance
11. a complaint related to CMS hospital conditions of participation
requires what response - ANSWER-complaint related to CMS hospital
conditions=grievance
12. Where must contact person for grievance be written down? -
ANSWER-in patient rights
13. 4 things that must be in a response to a grievance - ANSWER-
hospital contact, steps of investigation, results of grievance, date of
completion
14. How long does a hospital have to reply to a grievance - ANSWER-
7 days
15. How long does a hospital have to resolve a grievance - ANSWER-
30 days
16. 6 step model to service recovery (ALFAFR) - ANSWER-apologize,
listen, fix, atone, follow up, remember promise
17. 8 de-escalation strategies - ANSWER-empathy, clarify, respect,
body language, permit venting, avoid overreaching, non verbal (eye
contact, soft, space), be aware of sensory environment
18. 4 acronymed communication strategies - ANSWER-SBAR, HEART,
HEAT, AIDET
