CPXP EXAM STUDY GUIDE
Patient Experience definition (Beryl Institute) - Answer -The sum of all interactions,
shaped by an organization's culture, that influence patient perceptions across the
continuum of care.
CIQ - Answer -Cultural IQ test: Measures cultural engagement with 10 questions on a
scale of 1-10
What 3 elements do patients use in choosing healthcare? - Answer -1- Cost
2- Quality
3- Service
transformational leadership - Answer -inspiring and championing followers to make the
best decisions so that they might become leaders
Mission, Vision, Values - Answer -Mission: why we are here
Vision: where we aspire to go
Values: the rules we live by
Circle of Growth - Answer -Employee loyalty leads to
Customer loyalty leads to
Increased Profits leads to
Investment of Profits in Staff Development
Possible lifetime value of a patient to a hospital - Answer -$200,000
Cultural Competence - Answer -a set of congruent behaviors, attitudes, and policies
that come together in a system, agency, or among professionals that enables effective
work in cross-cultural situations.
*one of the main factors needed to close the disparities gap in healthcare
REGARDS of diversity - Answer -Race
Ethnicity
Gender
Age
Religion
Disability
Sexual orientation
Core competencies of PFCC - Answer -Respect, dignity
Information sharing
Participation
Collaboration
, Patient Rights & Responsibilities - Answer -Informed consent
Privacy
Access to medical records
Patient Bill of Rights: supports and protects rights, safety/quality, inform/educate
patients, set expectations, encourage patient to assume reasonable responsibilities
SBAR - Answer -Situation
Background
Assessment
Recommendation
HEART - Answer -Hear
Empathize
Acknowledge
Respond
Thank
HEAT - Answer -Hear them out
Empathize
Apologize
Take responsibility
AIDET - Answer -Acknowledge, Introduce, Duration, Explain, Thank
Low standard deviation - Answer -Data points are close to the mean
High standard deviation - Answer -Data is widely spread around the mean
Health literacy strategies - Answer -Avoid jargon, use plain language, teach back
strategy
Top 3 hospital priorities (when surveyed 2017) - Answer -- Patient Experience
-Employee Engagement
-Cost management/reduction
HEDIS - Answer -Healthcare Effectiveness Data and Information Set
is the measurement tool used by over 90% of health plans
National Committee for Quality Assurance develops
Patient-Centered Medical Home model - Answer -1 - components are comprehensive
2 - patient-centered
3 - coordinated care
4 - accessible
5 - quality and safety
Validity - Answer -The ability of a test to measure what it is intended to measure
Patient Experience definition (Beryl Institute) - Answer -The sum of all interactions,
shaped by an organization's culture, that influence patient perceptions across the
continuum of care.
CIQ - Answer -Cultural IQ test: Measures cultural engagement with 10 questions on a
scale of 1-10
What 3 elements do patients use in choosing healthcare? - Answer -1- Cost
2- Quality
3- Service
transformational leadership - Answer -inspiring and championing followers to make the
best decisions so that they might become leaders
Mission, Vision, Values - Answer -Mission: why we are here
Vision: where we aspire to go
Values: the rules we live by
Circle of Growth - Answer -Employee loyalty leads to
Customer loyalty leads to
Increased Profits leads to
Investment of Profits in Staff Development
Possible lifetime value of a patient to a hospital - Answer -$200,000
Cultural Competence - Answer -a set of congruent behaviors, attitudes, and policies
that come together in a system, agency, or among professionals that enables effective
work in cross-cultural situations.
*one of the main factors needed to close the disparities gap in healthcare
REGARDS of diversity - Answer -Race
Ethnicity
Gender
Age
Religion
Disability
Sexual orientation
Core competencies of PFCC - Answer -Respect, dignity
Information sharing
Participation
Collaboration
, Patient Rights & Responsibilities - Answer -Informed consent
Privacy
Access to medical records
Patient Bill of Rights: supports and protects rights, safety/quality, inform/educate
patients, set expectations, encourage patient to assume reasonable responsibilities
SBAR - Answer -Situation
Background
Assessment
Recommendation
HEART - Answer -Hear
Empathize
Acknowledge
Respond
Thank
HEAT - Answer -Hear them out
Empathize
Apologize
Take responsibility
AIDET - Answer -Acknowledge, Introduce, Duration, Explain, Thank
Low standard deviation - Answer -Data points are close to the mean
High standard deviation - Answer -Data is widely spread around the mean
Health literacy strategies - Answer -Avoid jargon, use plain language, teach back
strategy
Top 3 hospital priorities (when surveyed 2017) - Answer -- Patient Experience
-Employee Engagement
-Cost management/reduction
HEDIS - Answer -Healthcare Effectiveness Data and Information Set
is the measurement tool used by over 90% of health plans
National Committee for Quality Assurance develops
Patient-Centered Medical Home model - Answer -1 - components are comprehensive
2 - patient-centered
3 - coordinated care
4 - accessible
5 - quality and safety
Validity - Answer -The ability of a test to measure what it is intended to measure
