CPXP CERTIFIED PATIENT EXPERIENCE
PROFESSIONAL ACTUAL TEST QUESTIONS
WITH VERIFIED CORRECT ANSWERS
●● Five Pillars of Excellence
Answer: People
Service
Quality
Finance
Growth
●● AIDET
Answer: Acknowledge (Mr. Smith)
Introduce (with experience)
Duration (Length of test)
Explanation (explain the procedure,
Thank patient
●● Managing difficult behavior
Answer: Maintain adequate space
Keep hands out of pocket
,Avoid threatening gestures
Avoid rapid movements
Avoid laughing
Be calm
Lower volume of voice
Speak firmly
Use short simple sentences
Position self by a safe exit
Convey expectations that the patient can control behavior
Stay in front but to the side of the patient
Demonstrate listening behaviors
Let patient vent
Be honest
●● Sympathy versus empathy
Answer: Sympathy is feeling sorry for someone
Empathy is walking in someone's else's shoes
With empathy and advocate can begin to understand the underlying
emotions and pressures
●● Three Rs in a religious diversity
Answer: Religion: What is the patient's religion.
, Respect: sacred texts, clothing; Sacramental needs.
Resources: chaplain etc.
●● Complaint
Answer: Concerns voiced by a patient or patient's representatives about
services, care or treatment that can be resolved quickly by the staff
present. Is resolve with the patient satisfied with the actions taken on his
or her behalf.
●● Patients rights
Answer: Freedom from discrimination, medical information explained,
no names of caregivers, right to refuse treatment, pain management,
information about advanced directive's, accessibility to spiritual
counseling, confidentiality, effective communication, confidential
records, dignity, right to complain, access to medical record, right to
information regarding associated agencies for care, except or decline in
research, discharge planning, estimated costs, patient visitation rights.
●● HCAHPS VBP scoring
Answer: Achievement points and improvement points. Consistency
score.
●● HCAHPS Frequency Scales
Answer: Always
Usually
PROFESSIONAL ACTUAL TEST QUESTIONS
WITH VERIFIED CORRECT ANSWERS
●● Five Pillars of Excellence
Answer: People
Service
Quality
Finance
Growth
●● AIDET
Answer: Acknowledge (Mr. Smith)
Introduce (with experience)
Duration (Length of test)
Explanation (explain the procedure,
Thank patient
●● Managing difficult behavior
Answer: Maintain adequate space
Keep hands out of pocket
,Avoid threatening gestures
Avoid rapid movements
Avoid laughing
Be calm
Lower volume of voice
Speak firmly
Use short simple sentences
Position self by a safe exit
Convey expectations that the patient can control behavior
Stay in front but to the side of the patient
Demonstrate listening behaviors
Let patient vent
Be honest
●● Sympathy versus empathy
Answer: Sympathy is feeling sorry for someone
Empathy is walking in someone's else's shoes
With empathy and advocate can begin to understand the underlying
emotions and pressures
●● Three Rs in a religious diversity
Answer: Religion: What is the patient's religion.
, Respect: sacred texts, clothing; Sacramental needs.
Resources: chaplain etc.
●● Complaint
Answer: Concerns voiced by a patient or patient's representatives about
services, care or treatment that can be resolved quickly by the staff
present. Is resolve with the patient satisfied with the actions taken on his
or her behalf.
●● Patients rights
Answer: Freedom from discrimination, medical information explained,
no names of caregivers, right to refuse treatment, pain management,
information about advanced directive's, accessibility to spiritual
counseling, confidentiality, effective communication, confidential
records, dignity, right to complain, access to medical record, right to
information regarding associated agencies for care, except or decline in
research, discharge planning, estimated costs, patient visitation rights.
●● HCAHPS VBP scoring
Answer: Achievement points and improvement points. Consistency
score.
●● HCAHPS Frequency Scales
Answer: Always
Usually
