CPHQ EXAM QUESTIONS AND CORRECT DETAILED ANSWERS |
GRADED A+ | 2026/2027 UPDATE
7 Pillars of Quality: Efficacy - ANSWER This deals with a controlled environment and examines what is
possible. It sets an upper boundary for quality and establishes the ideal to which all should aspire.
7 Pillars of Quality: Effectiveness - ANSWER To what extent does the service achieve its inteded
outcomes in a real world environment. Social, economic, and individual factors influence the
selections of quality indicators. Various indicators have been developed such as cost effective,
7 Pillars of Quality: Efficiency - ANSWER This examines the extent to which scarce resources are used
to derive the greatest benefits with the lest waste. This is usually measured by examining the ratio
between the costs and benefits of a service and comparing these with others who are providing the
same or similar services.
7 Pillars of Quality: Acceptability - ANSWER This concentrates on the usefulness of the service to the
patient and its perceived impact on his/her quality of life. It takes into consideration patient
preferences regarding access to the service, relationship with health service providers, the amenities
in which the service is provided and the cost utility relationship.
7 Pillars of Quality: Optimality - ANSWER From the point of view of society and the economic system,
it is necessary to ensure that the optimum allocation of resources is achieved relative to the benefits
derived from the services provided.
7 Pillars of Quality: Equity - ANSWER Society is concerned that every person should receive equal
treatment or at best fair treatment. Equity is compromised when the quality of service or even the
range of services is determined by the patients ability to pay for the service.
7 Pillars of Quality: Legitimacy - ANSWER This is similar to the concept of acceptability except that
the preferences and values for legitimacy are expressed through a societal rather than and individual
perspective. Clearly, society requires evidence upon which to make these judgements.
Certified Professional in Healthcare Quality (CPHQ) - ANSWER The Certified Professional in
Healthcare Quality (CPHQ) has a unique and broad responsibility in an organization. The CPHQ
promotes and supports quality assurance, safety, effective healthcare. The quality professional must
also have the expertise to design, implement, and evaluate process improvement activities.
, Time Management Techniques: Plan - ANSWER Create goals. Establish schedules for yearly, monthly,
and daily activities. Plan each day in advance.
Time Management Techniques: Create a Task List - ANSWER Update the task list daily, including
routine tasks, so that all can be completed.
Time Management Techniques: Prioritize - ANSWER Rand the order in which tasks are to be
accomplished beginning with high priority items.
Time Management Techniques: Minimize Paper Handling - ANSWER Handle a paper or task once,
instead of shuffling it about and dealing with it repeatedly.
Time Management Techniques: Use Time Effectively - ANSWER Avoid wasted time by starting
meeting on schedule, and ask a timekeeper to monitor the time and announce then the time is up.
Work efficiently, paying attention to necessary details.
Time Management Techniques: Delegate - ANSWER Determine which tasks can be delegated to
others and do not micromanage those tasks
Time Management Techniques: Use Computer Tachnology - ANSWER Avoid paper when possible.
Keep calendars and lists on the computer for easy updating. Utilize email and the internet.
Time Management Techniques: Avoid Procrastination - ANSWER Address needs when they are
realized rather then waiting until the situation becomes urgent.
Organization-Wide Strategic Planning - ANSWER Requires that an organization examines its needs,
community, and customers and establishes goals for the near future (2-4 years) and the extended
future (10-15 years). Based on assessments, both internal and external, to determine the present
courses of action needed changes, priorities, and methodologies to effect change. Focus must be on
the development of services.
Voice of the Customer (VOC) - ANSWER Term used to describe the process of capturing information
from consumers regarding their experiences with a product or service and using that data to
determine customer requirements.
Determining the Voice of the Customer: Customer Needs - ANSWER Are the benefits of receiving the
product of service as descried by the customer. Communicated through qualitative interviews with
GRADED A+ | 2026/2027 UPDATE
7 Pillars of Quality: Efficacy - ANSWER This deals with a controlled environment and examines what is
possible. It sets an upper boundary for quality and establishes the ideal to which all should aspire.
7 Pillars of Quality: Effectiveness - ANSWER To what extent does the service achieve its inteded
outcomes in a real world environment. Social, economic, and individual factors influence the
selections of quality indicators. Various indicators have been developed such as cost effective,
7 Pillars of Quality: Efficiency - ANSWER This examines the extent to which scarce resources are used
to derive the greatest benefits with the lest waste. This is usually measured by examining the ratio
between the costs and benefits of a service and comparing these with others who are providing the
same or similar services.
7 Pillars of Quality: Acceptability - ANSWER This concentrates on the usefulness of the service to the
patient and its perceived impact on his/her quality of life. It takes into consideration patient
preferences regarding access to the service, relationship with health service providers, the amenities
in which the service is provided and the cost utility relationship.
7 Pillars of Quality: Optimality - ANSWER From the point of view of society and the economic system,
it is necessary to ensure that the optimum allocation of resources is achieved relative to the benefits
derived from the services provided.
7 Pillars of Quality: Equity - ANSWER Society is concerned that every person should receive equal
treatment or at best fair treatment. Equity is compromised when the quality of service or even the
range of services is determined by the patients ability to pay for the service.
7 Pillars of Quality: Legitimacy - ANSWER This is similar to the concept of acceptability except that
the preferences and values for legitimacy are expressed through a societal rather than and individual
perspective. Clearly, society requires evidence upon which to make these judgements.
Certified Professional in Healthcare Quality (CPHQ) - ANSWER The Certified Professional in
Healthcare Quality (CPHQ) has a unique and broad responsibility in an organization. The CPHQ
promotes and supports quality assurance, safety, effective healthcare. The quality professional must
also have the expertise to design, implement, and evaluate process improvement activities.
, Time Management Techniques: Plan - ANSWER Create goals. Establish schedules for yearly, monthly,
and daily activities. Plan each day in advance.
Time Management Techniques: Create a Task List - ANSWER Update the task list daily, including
routine tasks, so that all can be completed.
Time Management Techniques: Prioritize - ANSWER Rand the order in which tasks are to be
accomplished beginning with high priority items.
Time Management Techniques: Minimize Paper Handling - ANSWER Handle a paper or task once,
instead of shuffling it about and dealing with it repeatedly.
Time Management Techniques: Use Time Effectively - ANSWER Avoid wasted time by starting
meeting on schedule, and ask a timekeeper to monitor the time and announce then the time is up.
Work efficiently, paying attention to necessary details.
Time Management Techniques: Delegate - ANSWER Determine which tasks can be delegated to
others and do not micromanage those tasks
Time Management Techniques: Use Computer Tachnology - ANSWER Avoid paper when possible.
Keep calendars and lists on the computer for easy updating. Utilize email and the internet.
Time Management Techniques: Avoid Procrastination - ANSWER Address needs when they are
realized rather then waiting until the situation becomes urgent.
Organization-Wide Strategic Planning - ANSWER Requires that an organization examines its needs,
community, and customers and establishes goals for the near future (2-4 years) and the extended
future (10-15 years). Based on assessments, both internal and external, to determine the present
courses of action needed changes, priorities, and methodologies to effect change. Focus must be on
the development of services.
Voice of the Customer (VOC) - ANSWER Term used to describe the process of capturing information
from consumers regarding their experiences with a product or service and using that data to
determine customer requirements.
Determining the Voice of the Customer: Customer Needs - ANSWER Are the benefits of receiving the
product of service as descried by the customer. Communicated through qualitative interviews with
