CPXP EXAM STUDY GUIDE (IN
PROGRESS) QUESTIONS AND ANSWERS
2026 VERIFIED.
How did the report of quality measures to CMS begin? - ANS Hospitals could voluntarily
report quality measures starting in 2001- adapting to current state from there
What is HCAHPS - ANS Hospital Consumer Assessment of Healthcare Providers and System
What are some metrics for outcome of care? - ANS mortality, readmission, complications,
hospital associated infections
Describe "Pay for performance" - ANS provide financial incentives to hospitals, physicians,
and other providers to carry out improvement and achieve optimal outcomes for patients
What are some reasons patients may not voice their complaints? - ANS 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) - ANS Safe, time, effective,
efficient, equitable, patient-centered (STEEEP)
What is the IHI triple aim? - ANS improve patient experience, improve health of populations,
reduce per capita cost
@COPYRIGHT ALL RIGHTS RESERVED PAGE 1 OF 31
,Describe health literacy - ANS 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 - ANS 12 %
Which year was the American Society for Hospital Risk Management formed? - ANS 1980
What was the original name for the CMS - ANS Health Care Financing Administration
What is the definition of Culture (Irwin Press) - ANS Culture exists when its members share
values and behaviors that they take for granted
What is empathy - ANS the ability to understand and share the feelings of another
What percentage of CMS reimbursement is dependent on patient satisfaction scores -
ANS 1%
What are the 4 basic needs that should be met to create an ideal patient experience -
ANS confidence, integrity, pride, passion
In which year did hospitals establish patient advocates and representatives? - ANS 1965
In which year did the American hospital association develop patients bill of rights - ANS 1973
What is the RATER scale and when was it developed - ANS Reliability, Assurance, Tangibles,
Empathy, Responsiveness (early 80s)
What are some of the key concepts of the Planetree model - ANS Importance of social
support, patient/resident education, healing environment (design- iron curtain)
@COPYRIGHT ALL RIGHTS RESERVED PAGE 2 OF 31
,In which year were Diagnostic Related Groups (DRG) introduced? - ANS 1983
What is the Emergency Medical Treatment and Labor Act (EMTALA) and when was it established
- ANS 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? -
ANS 1996
In which year did the IOM publish the report "To Err is Human" regarding the significance of
medical errors - ANS 1999
What is the IPFCC - ANS Institute for patient family-centered care
What are some of the limitations to the Press Ganey surveys - ANS low return rate, minorities
underrepresented
What is a "Likert" scale - ANS Ex: Very poor, poor, fair, good, very good
What is the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) -
ANS first national standardized publicly reported survey of patients perceptions of hospital
experience
What are the main functions of the Office of Patient Relations - ANS 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 - ANS Understand service
gaps through increased complaint capture
Improve complaint resolution time
@COPYRIGHT ALL RIGHTS RESERVED PAGE 3 OF 31
, What is a level 1 complaint - ANS concern addressed immediately by employee
What is a level 2 complaint - ANS addressed at employee or escalated to management with
additional tools (coupons, parking, flowers)
What is a level 3 complaint - ANS 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? -
ANS 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? -
ANS bigger, teaching hospitals, poor patients, govt owned
What is the goal of Partnership for Patients - ANS decrease preventable hospital-acquired
conditions, decrease preventable complications during care center transition
When did Medicare Physician Pay for Performance begin? - ANS started in 2015 for some
physicians and physician groups- projected to be for all physicians by 2017
What does the RUSH way stand for? - ANS systematic approach to process improvement
(Ready, understand, solve, hold)
Time frame that AHA establishes membership group: National society for patient representation
and consumer affairs - ANS early 70's
Which year did AHA develop and adopts patients bill of rights? - ANS 1973
What was the Karen Quinian case? - ANS Young women slipped into coma after drug
interaction with alcohol (ethics of euthanasia)
@COPYRIGHT ALL RIGHTS RESERVED PAGE 4 OF 31
PROGRESS) QUESTIONS AND ANSWERS
2026 VERIFIED.
How did the report of quality measures to CMS begin? - ANS Hospitals could voluntarily
report quality measures starting in 2001- adapting to current state from there
What is HCAHPS - ANS Hospital Consumer Assessment of Healthcare Providers and System
What are some metrics for outcome of care? - ANS mortality, readmission, complications,
hospital associated infections
Describe "Pay for performance" - ANS provide financial incentives to hospitals, physicians,
and other providers to carry out improvement and achieve optimal outcomes for patients
What are some reasons patients may not voice their complaints? - ANS 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) - ANS Safe, time, effective,
efficient, equitable, patient-centered (STEEEP)
What is the IHI triple aim? - ANS improve patient experience, improve health of populations,
reduce per capita cost
@COPYRIGHT ALL RIGHTS RESERVED PAGE 1 OF 31
,Describe health literacy - ANS 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 - ANS 12 %
Which year was the American Society for Hospital Risk Management formed? - ANS 1980
What was the original name for the CMS - ANS Health Care Financing Administration
What is the definition of Culture (Irwin Press) - ANS Culture exists when its members share
values and behaviors that they take for granted
What is empathy - ANS the ability to understand and share the feelings of another
What percentage of CMS reimbursement is dependent on patient satisfaction scores -
ANS 1%
What are the 4 basic needs that should be met to create an ideal patient experience -
ANS confidence, integrity, pride, passion
In which year did hospitals establish patient advocates and representatives? - ANS 1965
In which year did the American hospital association develop patients bill of rights - ANS 1973
What is the RATER scale and when was it developed - ANS Reliability, Assurance, Tangibles,
Empathy, Responsiveness (early 80s)
What are some of the key concepts of the Planetree model - ANS Importance of social
support, patient/resident education, healing environment (design- iron curtain)
@COPYRIGHT ALL RIGHTS RESERVED PAGE 2 OF 31
,In which year were Diagnostic Related Groups (DRG) introduced? - ANS 1983
What is the Emergency Medical Treatment and Labor Act (EMTALA) and when was it established
- ANS 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? -
ANS 1996
In which year did the IOM publish the report "To Err is Human" regarding the significance of
medical errors - ANS 1999
What is the IPFCC - ANS Institute for patient family-centered care
What are some of the limitations to the Press Ganey surveys - ANS low return rate, minorities
underrepresented
What is a "Likert" scale - ANS Ex: Very poor, poor, fair, good, very good
What is the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) -
ANS first national standardized publicly reported survey of patients perceptions of hospital
experience
What are the main functions of the Office of Patient Relations - ANS 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 - ANS Understand service
gaps through increased complaint capture
Improve complaint resolution time
@COPYRIGHT ALL RIGHTS RESERVED PAGE 3 OF 31
, What is a level 1 complaint - ANS concern addressed immediately by employee
What is a level 2 complaint - ANS addressed at employee or escalated to management with
additional tools (coupons, parking, flowers)
What is a level 3 complaint - ANS 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? -
ANS 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? -
ANS bigger, teaching hospitals, poor patients, govt owned
What is the goal of Partnership for Patients - ANS decrease preventable hospital-acquired
conditions, decrease preventable complications during care center transition
When did Medicare Physician Pay for Performance begin? - ANS started in 2015 for some
physicians and physician groups- projected to be for all physicians by 2017
What does the RUSH way stand for? - ANS systematic approach to process improvement
(Ready, understand, solve, hold)
Time frame that AHA establishes membership group: National society for patient representation
and consumer affairs - ANS early 70's
Which year did AHA develop and adopts patients bill of rights? - ANS 1973
What was the Karen Quinian case? - ANS Young women slipped into coma after drug
interaction with alcohol (ethics of euthanasia)
@COPYRIGHT ALL RIGHTS RESERVED PAGE 4 OF 31
