CPXP Exam Study Guide (2026 Latest
Questions With 100% Correct Answers.
How did the report of quality measures to CMS begin? --CORRECT-- Hospitals
could voluntarily report quality measures starting in 2001- adapting to current state
from there
What is HCAHPS --CORRECT-- Hospital Consumer Assessment of Healthcare
Providers and System
What are some metrics for outcome of care? --CORRECT-- mortality, readmission,
complications, hospital associated infections
Describe "Pay for performance" --CORRECT-- provide financial incentives to
hospitals, physicians, and other providers to carry out improvement and achieve
optimal outcomes for patient (client)s
What are some reasons patient (client)s may not voice their complaints? --
CORRECT-- Don't know where to complain, afraid of retribution, not worth the
trouble
What are the IOM six aims of for quality (established in 2001) --CORRECT-- Safe,
time, effective, efficient, equitable, patient (client)-centered (STEEEP)
What is the IHI triple aim? --CORRECT-- improve patient (client) experience, improve
health of populations, reduce per capita cost
Describe health literacy --CORRECT-- capacity to obtain, process and understand
basic health information needed to make appropriate health decisions
What percentage of adults are estimated to have a proficient health literacy --
CORRECT-- 12 %
Which year was the American Society for Hospital Risk Management formed?
--CORRECT-- 1980
What was the original name for the CMS --CORRECT-- Health Care Financing
Administration
What is the definition of Culture (Irwin Press) --CORRECT-- Culture exists when its
members share values and behaviors that they take for granted
What is empathy --CORRECT-- the ability to understand and share the feelings of
another
,What percentage of CMS reimbursement is dependent on patient (client) satisfaction
scores --CORRECT-- 1%
What are the 4 basic needs that should be met to create an ideal patient (client)
experience --CORRECT-- confidence, integrity, pride, passion
In which year did hospitals establish patient (client) advocates and
representatives? --CORRECT-- 1965
In which year did the American hospital association develop patient (client)s bill
of rights --CORRECT-- 1973
What is the RATER scale and when was it developed --CORRECT-- Reliability,
Assurance, Tangibles, Empathy, Responsiveness (early 80s)
What are some of the key concepts of the Planetree model --CORRECT--
Importance of social support, patient (client)/resident education, healing environment
(design- iron curtain)
In which year were Diagnostic Related Groups (DRG) introduced? --CORRECT--
1983
What is the Emergency Medical Treatment and Labor Act (EMTALA) and when was
it established --CORRECT-- requires hospitals to stabilize any patient (client) who
shows up in the ER regardless of ability to pay (1986)
When was the Health Insurance Portability and Patient (client) Protection Act (HIPPA)
created? --CORRECT-- 1996
In which year did the IOM publish the report "To Err is Human" regarding the
significance of medical errors --CORRECT-- 1999
What is the IPFCC --CORRECT-- Institute for patient (client) family-centered care
What are some of the limitations to the Press Ganey surveys --CORRECT-- low
return rate, minorities underrepresented
What is a "Likert" scale --CORRECT-- Ex: Very poor, poor, fair, good, very good
What is the Hospital Consumer Assessment of Healthcare Providers and Systems
(HCAHPS) --CORRECT-- first national standardized publicly reported survey of
patient (client)s perceptions of hospital experience
What are the main functions of the Office of Patient (client) Relations --CORRECT-
- Provide a centralized mechanism for addressing patient (client) concerns, liaison
between patient (client)s and medical providers
What are the main goals of the Office of Patient (client) Relations at Rush --
CORRECT-- Understand service gaps through increased complaint capture
Improve complaint resolution time
, What is a level 1 complaint --CORRECT-- concern addressed immediately by
employee
What is a level 2 complaint --CORRECT-- addressed at employee or escalated to
management with additional tools (coupons, parking, flowers)
What is a level 3 complaint --CORRECT-- employee escalates to manager refers
patient (client)/family or concern to patient (client) relations
What are the characteristics of hospitals that did well with value based purchasing?
--CORRECT-- smaller, didn't train residents, more affluent patient (client) mix, for
profit
What are the characteristics of hospitals that did NOT do well with value based
purchasing? --CORRECT-- bigger, teaching hospitals, poor patient (client)s, govt
owned
What is the goal of Partnership for Patient (client)s --CORRECT-- decrease
preventable hospital- acquired conditions, decrease preventable complications
during care center transition
When did Medicare Physician Pay for Performance begin? --CORRECT-- started in
2015 for some physicians and physician groups- projected to be for all physicians by
2017
What does the RUSH way stand for? --CORRECT-- systematic approach to process
improvement (Ready, understand, solve, hold)
Time frame that AHA establishes membership group: National society for patient
(client) representation and consumer affairs --CORRECT-- early 70's
Which year did AHA develop and adopts patient (client)s bill of rights? --CORRECT--
1973
What was the Karen Quinian case? --CORRECT-- Young women slipped into coma
after drug interaction with alcohol (ethics of euthanasia)
What is cultural competence --CORRECT-- being sensitive to others cultures and
beliefs
According to the Beryl Institute article, what are the three areas that integrate to
create patient (client) experience --CORRECT-- quality, safety, and service
According to the Beryl Institute article, which method of patient (client) survey is the
most effective? --CORRECT-- phone surveys. Tend to give more positive responses
than paper survey.
What other surveys are in use or under development? --CORRECT-- Clinical and
group consumer assessment of healthcare providers (CGCAHPS) and systems and
EDCAHPS (Emergency department)
What is the relationship to HCAHPS and Value based purchasing? --CORRECT--
Hospital that fail to publicly report the required quality measure, may receive an
annual payment update that is reduced by 2%
Questions With 100% Correct Answers.
How did the report of quality measures to CMS begin? --CORRECT-- Hospitals
could voluntarily report quality measures starting in 2001- adapting to current state
from there
What is HCAHPS --CORRECT-- Hospital Consumer Assessment of Healthcare
Providers and System
What are some metrics for outcome of care? --CORRECT-- mortality, readmission,
complications, hospital associated infections
Describe "Pay for performance" --CORRECT-- provide financial incentives to
hospitals, physicians, and other providers to carry out improvement and achieve
optimal outcomes for patient (client)s
What are some reasons patient (client)s may not voice their complaints? --
CORRECT-- Don't know where to complain, afraid of retribution, not worth the
trouble
What are the IOM six aims of for quality (established in 2001) --CORRECT-- Safe,
time, effective, efficient, equitable, patient (client)-centered (STEEEP)
What is the IHI triple aim? --CORRECT-- improve patient (client) experience, improve
health of populations, reduce per capita cost
Describe health literacy --CORRECT-- capacity to obtain, process and understand
basic health information needed to make appropriate health decisions
What percentage of adults are estimated to have a proficient health literacy --
CORRECT-- 12 %
Which year was the American Society for Hospital Risk Management formed?
--CORRECT-- 1980
What was the original name for the CMS --CORRECT-- Health Care Financing
Administration
What is the definition of Culture (Irwin Press) --CORRECT-- Culture exists when its
members share values and behaviors that they take for granted
What is empathy --CORRECT-- the ability to understand and share the feelings of
another
,What percentage of CMS reimbursement is dependent on patient (client) satisfaction
scores --CORRECT-- 1%
What are the 4 basic needs that should be met to create an ideal patient (client)
experience --CORRECT-- confidence, integrity, pride, passion
In which year did hospitals establish patient (client) advocates and
representatives? --CORRECT-- 1965
In which year did the American hospital association develop patient (client)s bill
of rights --CORRECT-- 1973
What is the RATER scale and when was it developed --CORRECT-- Reliability,
Assurance, Tangibles, Empathy, Responsiveness (early 80s)
What are some of the key concepts of the Planetree model --CORRECT--
Importance of social support, patient (client)/resident education, healing environment
(design- iron curtain)
In which year were Diagnostic Related Groups (DRG) introduced? --CORRECT--
1983
What is the Emergency Medical Treatment and Labor Act (EMTALA) and when was
it established --CORRECT-- requires hospitals to stabilize any patient (client) who
shows up in the ER regardless of ability to pay (1986)
When was the Health Insurance Portability and Patient (client) Protection Act (HIPPA)
created? --CORRECT-- 1996
In which year did the IOM publish the report "To Err is Human" regarding the
significance of medical errors --CORRECT-- 1999
What is the IPFCC --CORRECT-- Institute for patient (client) family-centered care
What are some of the limitations to the Press Ganey surveys --CORRECT-- low
return rate, minorities underrepresented
What is a "Likert" scale --CORRECT-- Ex: Very poor, poor, fair, good, very good
What is the Hospital Consumer Assessment of Healthcare Providers and Systems
(HCAHPS) --CORRECT-- first national standardized publicly reported survey of
patient (client)s perceptions of hospital experience
What are the main functions of the Office of Patient (client) Relations --CORRECT-
- Provide a centralized mechanism for addressing patient (client) concerns, liaison
between patient (client)s and medical providers
What are the main goals of the Office of Patient (client) Relations at Rush --
CORRECT-- Understand service gaps through increased complaint capture
Improve complaint resolution time
, What is a level 1 complaint --CORRECT-- concern addressed immediately by
employee
What is a level 2 complaint --CORRECT-- addressed at employee or escalated to
management with additional tools (coupons, parking, flowers)
What is a level 3 complaint --CORRECT-- employee escalates to manager refers
patient (client)/family or concern to patient (client) relations
What are the characteristics of hospitals that did well with value based purchasing?
--CORRECT-- smaller, didn't train residents, more affluent patient (client) mix, for
profit
What are the characteristics of hospitals that did NOT do well with value based
purchasing? --CORRECT-- bigger, teaching hospitals, poor patient (client)s, govt
owned
What is the goal of Partnership for Patient (client)s --CORRECT-- decrease
preventable hospital- acquired conditions, decrease preventable complications
during care center transition
When did Medicare Physician Pay for Performance begin? --CORRECT-- started in
2015 for some physicians and physician groups- projected to be for all physicians by
2017
What does the RUSH way stand for? --CORRECT-- systematic approach to process
improvement (Ready, understand, solve, hold)
Time frame that AHA establishes membership group: National society for patient
(client) representation and consumer affairs --CORRECT-- early 70's
Which year did AHA develop and adopts patient (client)s bill of rights? --CORRECT--
1973
What was the Karen Quinian case? --CORRECT-- Young women slipped into coma
after drug interaction with alcohol (ethics of euthanasia)
What is cultural competence --CORRECT-- being sensitive to others cultures and
beliefs
According to the Beryl Institute article, what are the three areas that integrate to
create patient (client) experience --CORRECT-- quality, safety, and service
According to the Beryl Institute article, which method of patient (client) survey is the
most effective? --CORRECT-- phone surveys. Tend to give more positive responses
than paper survey.
What other surveys are in use or under development? --CORRECT-- Clinical and
group consumer assessment of healthcare providers (CGCAHPS) and systems and
EDCAHPS (Emergency department)
What is the relationship to HCAHPS and Value based purchasing? --CORRECT--
Hospital that fail to publicly report the required quality measure, may receive an
annual payment update that is reduced by 2%
