CPXP EXAM SCRIPT 2026 FULL QUESTIONS
AND VERIFIED SOLUTIONS
◉ What percentage of adults are estimated to have a proficient
health literacy Answer: 12 %
◉ Which year was the American Society for Hospital Risk
Management formed? Answer: 1980
◉ What was the original name for the CMS Answer: Health Care
Financing Administration
◉ What is the definition of Culture (Irwin Press) Answer: Culture
exists when its members share values and behaviors that they take
for granted
◉ What is empathy Answer: the ability to understand and share the
feelings of another
◉ What percentage of CMS reimbursement is dependent on patient
satisfaction scores Answer: 1%
,◉ What are the 4 basic needs that should be met to create an ideal
patient experience Answer: confidence, integrity, pride, passion
◉ In which year did hospitals establish patient advocates and
representatives? Answer: 1965
◉ In which year did the American hospital association develop
patients bill of rights Answer: 1973
◉ What is the RATER scale and when was it developed Answer:
Reliability, Assurance, Tangibles, Empathy, Responsiveness (early
80s)
◉ What are some of the key concepts of the Planetree model
Answer: Importance of social support, patient/resident education,
healing environment (design- iron curtain)
◉ In which year were Diagnostic Related Groups (DRG) introduced?
Answer: 1983
◉ What is the Emergency Medical Treatment and Labor Act
(EMTALA) and when was it established Answer: requires hospitals
to stabilize any patient who shows up in the ER regardless of ability
to pay (1986)
,◉ When was the Health Insurance Portability and Patient Protection
Act (HIPPA) created? Answer: 1996
◉ In which year did the IOM publish the report "To Err is Human"
regarding the significance of medical errors Answer: 1999
◉ What is the IPFCC Answer: Institute for patient family-centered
care
◉ What are some of the limitations to the Press Ganey surveys
Answer: low return rate, minorities underrepresented
◉ What is a "Likert" scale Answer: Ex: Very poor, poor, fair, good,
very good
◉ What is the Hospital Consumer Assessment of Healthcare
Providers and Systems (HCAHPS) Answer: first national
standardized publicly reported survey of patients perceptions of
hospital experience
◉ What are the main functions of the Office of Patient Relations
Answer: Provide a centralized mechanism for addressing patient
concerns, liaison between patients and medical providers
, ◉ What are the main goals of the Office of Patient Relations at Rush
Answer: Understand service gaps through increased complaint
capture
Improve complaint resolution time
◉ What is a level 1 complaint Answer: concern addressed
immediately by employee
◉ What is a level 2 complaint Answer: addressed at employee or
escalated to management with additional tools (coupons, parking,
flowers)
◉ What is a level 3 complaint Answer: employee escalates to
manager refers patient/family or concern to patient relations
◉ What are the characteristics of hospitals that did well with value
based purchasing? Answer: smaller, didn't train residents, more
affluent patient mix, for profit
◉ What are the characteristics of hospitals that did NOT do well
with value based purchasing? Answer: bigger, teaching hospitals,
poor patients, govt owned
AND VERIFIED SOLUTIONS
◉ What percentage of adults are estimated to have a proficient
health literacy Answer: 12 %
◉ Which year was the American Society for Hospital Risk
Management formed? Answer: 1980
◉ What was the original name for the CMS Answer: Health Care
Financing Administration
◉ What is the definition of Culture (Irwin Press) Answer: Culture
exists when its members share values and behaviors that they take
for granted
◉ What is empathy Answer: the ability to understand and share the
feelings of another
◉ What percentage of CMS reimbursement is dependent on patient
satisfaction scores Answer: 1%
,◉ What are the 4 basic needs that should be met to create an ideal
patient experience Answer: confidence, integrity, pride, passion
◉ In which year did hospitals establish patient advocates and
representatives? Answer: 1965
◉ In which year did the American hospital association develop
patients bill of rights Answer: 1973
◉ What is the RATER scale and when was it developed Answer:
Reliability, Assurance, Tangibles, Empathy, Responsiveness (early
80s)
◉ What are some of the key concepts of the Planetree model
Answer: Importance of social support, patient/resident education,
healing environment (design- iron curtain)
◉ In which year were Diagnostic Related Groups (DRG) introduced?
Answer: 1983
◉ What is the Emergency Medical Treatment and Labor Act
(EMTALA) and when was it established Answer: requires hospitals
to stabilize any patient who shows up in the ER regardless of ability
to pay (1986)
,◉ When was the Health Insurance Portability and Patient Protection
Act (HIPPA) created? Answer: 1996
◉ In which year did the IOM publish the report "To Err is Human"
regarding the significance of medical errors Answer: 1999
◉ What is the IPFCC Answer: Institute for patient family-centered
care
◉ What are some of the limitations to the Press Ganey surveys
Answer: low return rate, minorities underrepresented
◉ What is a "Likert" scale Answer: Ex: Very poor, poor, fair, good,
very good
◉ What is the Hospital Consumer Assessment of Healthcare
Providers and Systems (HCAHPS) Answer: first national
standardized publicly reported survey of patients perceptions of
hospital experience
◉ What are the main functions of the Office of Patient Relations
Answer: Provide a centralized mechanism for addressing patient
concerns, liaison between patients and medical providers
, ◉ What are the main goals of the Office of Patient Relations at Rush
Answer: Understand service gaps through increased complaint
capture
Improve complaint resolution time
◉ What is a level 1 complaint Answer: concern addressed
immediately by employee
◉ What is a level 2 complaint Answer: addressed at employee or
escalated to management with additional tools (coupons, parking,
flowers)
◉ What is a level 3 complaint Answer: employee escalates to
manager refers patient/family or concern to patient relations
◉ What are the characteristics of hospitals that did well with value
based purchasing? Answer: smaller, didn't train residents, more
affluent patient mix, for profit
◉ What are the characteristics of hospitals that did NOT do well
with value based purchasing? Answer: bigger, teaching hospitals,
poor patients, govt owned
