CPXP Exam Study Guide All round Questions and
Answers Revised and Approved
"top box" - CORRECT ANSWER ✔️✔️ -Most frequently reported best result in each composite.
3P Methodology - CORRECT ANSWER ✔️✔️ -Production, Preparation and Process
4 concepts of PFCC - CORRECT ANSWER ✔️✔️ -1. Respect and Dignity.
2. Information Sharing.
3. Participation.
4. Collaboration
According to the Beryl Institute article, what are the three areas that integrate to create patient
experience - CORRECT ANSWER ✔️✔️ -quality, safety, and service
According to the Beryl Institute article, which method of patient survey is the most effective? -
CORRECT ANSWER ✔️✔️ -phone surveys. Tend to give more positive responses than paper
survey.
AHRQ - CORRECT ANSWER ✔️✔️ -Agency for Healthcare Research and Quality
Apologies which yield the best results - CORRECT ANSWER ✔️✔️ -scripted apologies
Apologize for ____________, not ________________. - CORRECT ANSWER ✔️✔️ -Apologize
for experiences, not acts.
,Ask Me 3 - CORRECT ANSWER ✔️✔️ -An educational program that encourages patient and
families to ask three specific questions of their providers to better understand their health
conditions and what they need to do to stay healthy
Ask Me 3: the questions - CORRECT ANSWER ✔️✔️ -1. What is my main problem?
2. What do I need to do?
3. Why is it important for me to do this?
attunement - CORRECT ANSWER ✔️✔️ -Matching nonverbal language
Before offering a service recovery gift, take the _______ of the patient/family. - CORRECT
ANSWER ✔️✔️ -emotional temperature
BEST way to show respect for an individual - CORRECT ANSWER ✔️✔️ -Honor cultural and
personal choices.
Blameless Apology - CORRECT ANSWER ✔️✔️ -An apology offered without placing blame on
anyone
CLAS, Office of Minority Health - CORRECT ANSWER ✔️✔️ -CLAS is a tool that promotes
cultural and linguistic competence. CLAS standards are primarily directed at health care
organizations.
Classifications of Patient Rights - CORRECT ANSWER ✔️✔️ -Legal - those emanating from law
Human Statements of Desirable Ethical Principles - the right to be treated with dignity and
respect
,Common reasons regarding do you like of awareness in cultural competence - CORRECT
ANSWER ✔️✔️ -1. Lack of knowledge resulting in an inability to recognize differences
2. Self protection and denial leading to an attitude that these differences are not significant or
that are common humanity transcends our differences
3. fear of the unknown or the new because it is challenging and perhaps intimidating to
understand something new that does not fit into one's worldview
4. feeling of pressure and due to time constraints, which can lead to feeling rushed and unable to
look in depth at an individual patient's needs
Communicating with the deaf or hard of hearing - CORRECT ANSWER ✔️✔️ -1. Hearing aids
2. lip reading
3. sign language
4. TTY devices
5. Communication signs
6. whiteboards
7. assisted listening devices
Complaints are defined as: - CORRECT ANSWER ✔️✔️ -•Issues that are handled on the spot
•Billing issues
•all lost and found issues
, Cost of one (1) dissatisfied patient - CORRECT ANSWER ✔️✔️ -1 Million per Healthcare
Financial Management ongoing publication
$87,500 in hard costs
16 total soft costs
=$1,400,000
Creator of PDCA - CORRECT ANSWER ✔️✔️ -Walter A. Shewhart
Culturally Competent Model of Care - CORRECT ANSWER ✔️✔️ -1. Cultural awareness - self-
reflection of one's own biases
2. cultural knowledge - obtaining information about different cultures
3. cultural skill - conducting an assessment of cultural data of the patient
4. cultural encounters - personal experiences with patient of different backgrounds
5. cultural desire - process of anting to be culturally competent.
Culture subcategories affecting health care provision - CORRECT ANSWER ✔️✔️ -shared values
(family customs), shared beliefs (world view), religion, shared practices (who makes decisions),
dietary traditions, birth and death rituals, use of herbal or home remedies
Customers retained over five years can be up to _________ percent more profitable than a
"revolving door" of customers who use healthcare services only once. - CORRECT ANSWER
✔️✔️ -377% more profitable
Answers Revised and Approved
"top box" - CORRECT ANSWER ✔️✔️ -Most frequently reported best result in each composite.
3P Methodology - CORRECT ANSWER ✔️✔️ -Production, Preparation and Process
4 concepts of PFCC - CORRECT ANSWER ✔️✔️ -1. Respect and Dignity.
2. Information Sharing.
3. Participation.
4. Collaboration
According to the Beryl Institute article, what are the three areas that integrate to create patient
experience - CORRECT ANSWER ✔️✔️ -quality, safety, and service
According to the Beryl Institute article, which method of patient survey is the most effective? -
CORRECT ANSWER ✔️✔️ -phone surveys. Tend to give more positive responses than paper
survey.
AHRQ - CORRECT ANSWER ✔️✔️ -Agency for Healthcare Research and Quality
Apologies which yield the best results - CORRECT ANSWER ✔️✔️ -scripted apologies
Apologize for ____________, not ________________. - CORRECT ANSWER ✔️✔️ -Apologize
for experiences, not acts.
,Ask Me 3 - CORRECT ANSWER ✔️✔️ -An educational program that encourages patient and
families to ask three specific questions of their providers to better understand their health
conditions and what they need to do to stay healthy
Ask Me 3: the questions - CORRECT ANSWER ✔️✔️ -1. What is my main problem?
2. What do I need to do?
3. Why is it important for me to do this?
attunement - CORRECT ANSWER ✔️✔️ -Matching nonverbal language
Before offering a service recovery gift, take the _______ of the patient/family. - CORRECT
ANSWER ✔️✔️ -emotional temperature
BEST way to show respect for an individual - CORRECT ANSWER ✔️✔️ -Honor cultural and
personal choices.
Blameless Apology - CORRECT ANSWER ✔️✔️ -An apology offered without placing blame on
anyone
CLAS, Office of Minority Health - CORRECT ANSWER ✔️✔️ -CLAS is a tool that promotes
cultural and linguistic competence. CLAS standards are primarily directed at health care
organizations.
Classifications of Patient Rights - CORRECT ANSWER ✔️✔️ -Legal - those emanating from law
Human Statements of Desirable Ethical Principles - the right to be treated with dignity and
respect
,Common reasons regarding do you like of awareness in cultural competence - CORRECT
ANSWER ✔️✔️ -1. Lack of knowledge resulting in an inability to recognize differences
2. Self protection and denial leading to an attitude that these differences are not significant or
that are common humanity transcends our differences
3. fear of the unknown or the new because it is challenging and perhaps intimidating to
understand something new that does not fit into one's worldview
4. feeling of pressure and due to time constraints, which can lead to feeling rushed and unable to
look in depth at an individual patient's needs
Communicating with the deaf or hard of hearing - CORRECT ANSWER ✔️✔️ -1. Hearing aids
2. lip reading
3. sign language
4. TTY devices
5. Communication signs
6. whiteboards
7. assisted listening devices
Complaints are defined as: - CORRECT ANSWER ✔️✔️ -•Issues that are handled on the spot
•Billing issues
•all lost and found issues
, Cost of one (1) dissatisfied patient - CORRECT ANSWER ✔️✔️ -1 Million per Healthcare
Financial Management ongoing publication
$87,500 in hard costs
16 total soft costs
=$1,400,000
Creator of PDCA - CORRECT ANSWER ✔️✔️ -Walter A. Shewhart
Culturally Competent Model of Care - CORRECT ANSWER ✔️✔️ -1. Cultural awareness - self-
reflection of one's own biases
2. cultural knowledge - obtaining information about different cultures
3. cultural skill - conducting an assessment of cultural data of the patient
4. cultural encounters - personal experiences with patient of different backgrounds
5. cultural desire - process of anting to be culturally competent.
Culture subcategories affecting health care provision - CORRECT ANSWER ✔️✔️ -shared values
(family customs), shared beliefs (world view), religion, shared practices (who makes decisions),
dietary traditions, birth and death rituals, use of herbal or home remedies
Customers retained over five years can be up to _________ percent more profitable than a
"revolving door" of customers who use healthcare services only once. - CORRECT ANSWER
✔️✔️ -377% more profitable
