CPXP Practice Exam 2024 Questions
With Complete Solutions
During nurse rounding, a mother complains that the whiteboard in her childs room is not
always up to date. What is the best FIRST step for the person conducting the rounding?
✔✔ - Apologize to the mother and thank her for this feedback.
A patient, Mrs. Garza, is agitated as she reaches the registration desk late for her first
appointment. After greeting Mrs. Garza, which of the following comments is BEST
coming from the receptionist? ✔✔ - We are glad you are here, sorry you had trouble
with the directions, please have a seat and we will be with you shortly
A hospital received a letter from a patient attached to a patient experience survey
requesting a review of the patients inpatient stay, given concerns related to lack of
coordinated care among the providers causing financial hardship and stress to the
family ✔✔ - The hospital should treat the communication as a grievance
A hospital patient is extremely upset with the communication from her provider on the
plan of care. What is the BEST strategy among the following? ✔✔ - Listen
empathetically to the patient
Is there a timeframe by which a grievance must be resolved? ✔✔ - On average, 7
days, unless informed that follow up will be provided within a stated number of days.
When is a grievance considered resolved? ✔✔ - Patient is provided with written
notice that contains the name of the organizations contact person, the steps taken on
behalf of the patient, the results of the process and date. When the patient receives the
letter and is satisfied with the actions taken on his/her behalf the grievance is
considered resolved.
Can billing concerns be a grievance? ✔✔ - Not usually considered
Should I capture info obtained with satisfaction surveys and make them grievances?
✔✔ - If the patient writes or attaches to the survey and requests resolution, than the
complaint is a grievance. Other survey responses are not considered Complaints OR
grievances.
How many items are on the HCAHPS survey ✔✔ - 29
A standardized approach to gathering, analyzing and reporting information on
consumers and patients experiences with health care services ✔✔ - VBP (HCAHPS
plans a role in hospital payment, through VBP)
, It is important that the data we collect and present is both ✔✔ - valid and reliable
Roughly ____% of all data falls within 1SD +/- of the mean ✔✔ - 68%
If you include data that falls within 2SD of the mean, you should capture roughly ___%
of all responses ✔✔ - 95%
____Scales tell us about the order, the exact value between units AND has an absolute
zero ✔✔ - Ratio scales (ex: height and weight)
Run charts are similar to produce, but do not allow for the full range of analytic
techniques supported by ✔✔ - Control Charts
Any communication strategy should always begin with ✔✔ - an understanding of who
you will be presenting the data to and defining the overall goals and objectives you are
aiming to acheive.
When computing the standard deviation, what do you need to do FIRST as a measure
of central tendancy ✔✔ - Compute the Mean
The patient experience professional is tasked with reviewing written comments received
in response to its patient survey. Of the following tools what tool would be MOST useful
to sort and organize the comments? ✔✔ - Affinity Diagram
What BEST describes the median ✔✔ - The 50th percentile (middle)
You are planning to share PX data, when you are communicating PX results to
physicians what is the BEST tactic ✔✔ - Ensure the data is reliable and valid
Improving experience requires change, and by extension, change management. Before
change can be made, leaders must ✔✔ - Effectively Address and resistance
(introduce the why, communicate)
_____is the most common and most widely known of the improvement methods ✔✔
- PDCA/PDSA
Outcome/process: Average blood pressure levels of all patients seen in the month of
october ✔✔ - outcome
outcome/process: percentage of patients whose blood pressure was measured during
every office visit in october ✔✔ - process
outcome/process: Hospital readmission rates in 2018 ✔✔ - Outcome
With Complete Solutions
During nurse rounding, a mother complains that the whiteboard in her childs room is not
always up to date. What is the best FIRST step for the person conducting the rounding?
✔✔ - Apologize to the mother and thank her for this feedback.
A patient, Mrs. Garza, is agitated as she reaches the registration desk late for her first
appointment. After greeting Mrs. Garza, which of the following comments is BEST
coming from the receptionist? ✔✔ - We are glad you are here, sorry you had trouble
with the directions, please have a seat and we will be with you shortly
A hospital received a letter from a patient attached to a patient experience survey
requesting a review of the patients inpatient stay, given concerns related to lack of
coordinated care among the providers causing financial hardship and stress to the
family ✔✔ - The hospital should treat the communication as a grievance
A hospital patient is extremely upset with the communication from her provider on the
plan of care. What is the BEST strategy among the following? ✔✔ - Listen
empathetically to the patient
Is there a timeframe by which a grievance must be resolved? ✔✔ - On average, 7
days, unless informed that follow up will be provided within a stated number of days.
When is a grievance considered resolved? ✔✔ - Patient is provided with written
notice that contains the name of the organizations contact person, the steps taken on
behalf of the patient, the results of the process and date. When the patient receives the
letter and is satisfied with the actions taken on his/her behalf the grievance is
considered resolved.
Can billing concerns be a grievance? ✔✔ - Not usually considered
Should I capture info obtained with satisfaction surveys and make them grievances?
✔✔ - If the patient writes or attaches to the survey and requests resolution, than the
complaint is a grievance. Other survey responses are not considered Complaints OR
grievances.
How many items are on the HCAHPS survey ✔✔ - 29
A standardized approach to gathering, analyzing and reporting information on
consumers and patients experiences with health care services ✔✔ - VBP (HCAHPS
plans a role in hospital payment, through VBP)
, It is important that the data we collect and present is both ✔✔ - valid and reliable
Roughly ____% of all data falls within 1SD +/- of the mean ✔✔ - 68%
If you include data that falls within 2SD of the mean, you should capture roughly ___%
of all responses ✔✔ - 95%
____Scales tell us about the order, the exact value between units AND has an absolute
zero ✔✔ - Ratio scales (ex: height and weight)
Run charts are similar to produce, but do not allow for the full range of analytic
techniques supported by ✔✔ - Control Charts
Any communication strategy should always begin with ✔✔ - an understanding of who
you will be presenting the data to and defining the overall goals and objectives you are
aiming to acheive.
When computing the standard deviation, what do you need to do FIRST as a measure
of central tendancy ✔✔ - Compute the Mean
The patient experience professional is tasked with reviewing written comments received
in response to its patient survey. Of the following tools what tool would be MOST useful
to sort and organize the comments? ✔✔ - Affinity Diagram
What BEST describes the median ✔✔ - The 50th percentile (middle)
You are planning to share PX data, when you are communicating PX results to
physicians what is the BEST tactic ✔✔ - Ensure the data is reliable and valid
Improving experience requires change, and by extension, change management. Before
change can be made, leaders must ✔✔ - Effectively Address and resistance
(introduce the why, communicate)
_____is the most common and most widely known of the improvement methods ✔✔
- PDCA/PDSA
Outcome/process: Average blood pressure levels of all patients seen in the month of
october ✔✔ - outcome
outcome/process: percentage of patients whose blood pressure was measured during
every office visit in october ✔✔ - process
outcome/process: Hospital readmission rates in 2018 ✔✔ - Outcome
