CPXP TEST QUESTIONS AND ANSWERS SURE A+
✔✔Ask Tell Ask Model - ✔✔Find out what the patient already knows by asking him or
her to tell you.
Provide an explanation to meet the person's needs.
Verify understanding by asking a question (teach-back)
✔✔Hard Conversations Model - ✔✔State our positive intent, tell the truth fast, listen and
understand, find common ground, identify options and the action plan, express
appreciation.
✔✔The Caring Broken Record - ✔✔To address repeated resistance, use this method;
state you're clear bottom line message, add lots of caring messages, continually repeat.
For as long as the person resist, keep combining your bottom line message with a
caring statement.
✔✔Complaint - ✔✔Concerns voiced by a patient or patient's representative about
service, care or treatment that can be resolved quickly by the staff present. A complaint
is resolved with the patient when the patient is satisfied with the action taken on his or
her behalf.
✔✔Grievance - ✔✔Written or verbal complain by a patient, or patient representative,
about the patient's care. When a verbal complaint by the patient is not resolved at the
time of the complaint by staff present, a written note attached to a patient's survey
survey. An issue of abuse neglect, patient harm or hospital compliance.
✔✔Kotter's 8 Stage process for Organizational Transformation - ✔✔Establish a sense
of urgency
Create the guiding coalition
Develop a vision and strategy
Communicate the change vision
Empower employees for broad based action
Generate short term wins
Consolidate games and produce more change
, Anchor new approaches in the culture
✔✔Communication - ✔✔Correlates to: quality, safety and patient loyalty.
Effective healthcare communication leads to increase satisfaction, increase trust with
the clinician, improve overall health status, functional and psychological well-being.
Patient of physicians with high empathy scores measured by a valid scale, were
significantly more likely to have good control of diabetes and cholesterol. Physicians
typically redirect patients Within 18 to 23 seconds of listening to them speak.
✔✔Communication skills that work - ✔✔Create a shared agenda
Show empathy
Use understandable explanations
✔✔Beginning of the conversation - ✔✔Establish a rapport
Ask for a list of all concerns
Negotiate shared agenda
✔✔Building Trust - ✔✔Ask open ended questions and listen actively
Elicit the patients ideas and expectations
Respond with empathy
Transition to further data gathering.
✔✔PEARLS - ✔✔Partnership-"Let's work together. "
Emotion-"I imagine this is frustrating for you. "
Apology-"I am sorry to keep you waiting. "
Respect-"You have worked really hard to get through this. "
Legitimize-"Most people in your position will feel this way quote.
Support.-"I'm going to stick with you through this. "
✔✔Delivering Diagnosis with ART - ✔✔Ask the patient for his or her perspective about
the diagnosis or symptoms. Respond to them with active listening and empathy. Tell
your perspective. (Communication R X, page 50)
✔✔Three Talk Models (shared decision-making ) - ✔✔Team talk: Emphasize supporting
patient as you signal choices and elicit goals.
Option talk: compare alternatives using Risk communication principles.
Decision talk: Elicit preferences and integrate into next steps (Communication RX: page
97)mi
✔✔Accountabilities drive structure and structure drives - ✔✔Culture (if Disney run your
hospital, page 41.) Culture eats strategy for breakfast
✔✔Improve Efficiencies by.... - ✔✔Placing courtesy and service for us, before
efficiency. Next external focus, responsiveness and sharing resources (if Disney ran
your hospital, page 42)
✔✔Ask Tell Ask Model - ✔✔Find out what the patient already knows by asking him or
her to tell you.
Provide an explanation to meet the person's needs.
Verify understanding by asking a question (teach-back)
✔✔Hard Conversations Model - ✔✔State our positive intent, tell the truth fast, listen and
understand, find common ground, identify options and the action plan, express
appreciation.
✔✔The Caring Broken Record - ✔✔To address repeated resistance, use this method;
state you're clear bottom line message, add lots of caring messages, continually repeat.
For as long as the person resist, keep combining your bottom line message with a
caring statement.
✔✔Complaint - ✔✔Concerns voiced by a patient or patient's representative about
service, care or treatment that can be resolved quickly by the staff present. A complaint
is resolved with the patient when the patient is satisfied with the action taken on his or
her behalf.
✔✔Grievance - ✔✔Written or verbal complain by a patient, or patient representative,
about the patient's care. When a verbal complaint by the patient is not resolved at the
time of the complaint by staff present, a written note attached to a patient's survey
survey. An issue of abuse neglect, patient harm or hospital compliance.
✔✔Kotter's 8 Stage process for Organizational Transformation - ✔✔Establish a sense
of urgency
Create the guiding coalition
Develop a vision and strategy
Communicate the change vision
Empower employees for broad based action
Generate short term wins
Consolidate games and produce more change
, Anchor new approaches in the culture
✔✔Communication - ✔✔Correlates to: quality, safety and patient loyalty.
Effective healthcare communication leads to increase satisfaction, increase trust with
the clinician, improve overall health status, functional and psychological well-being.
Patient of physicians with high empathy scores measured by a valid scale, were
significantly more likely to have good control of diabetes and cholesterol. Physicians
typically redirect patients Within 18 to 23 seconds of listening to them speak.
✔✔Communication skills that work - ✔✔Create a shared agenda
Show empathy
Use understandable explanations
✔✔Beginning of the conversation - ✔✔Establish a rapport
Ask for a list of all concerns
Negotiate shared agenda
✔✔Building Trust - ✔✔Ask open ended questions and listen actively
Elicit the patients ideas and expectations
Respond with empathy
Transition to further data gathering.
✔✔PEARLS - ✔✔Partnership-"Let's work together. "
Emotion-"I imagine this is frustrating for you. "
Apology-"I am sorry to keep you waiting. "
Respect-"You have worked really hard to get through this. "
Legitimize-"Most people in your position will feel this way quote.
Support.-"I'm going to stick with you through this. "
✔✔Delivering Diagnosis with ART - ✔✔Ask the patient for his or her perspective about
the diagnosis or symptoms. Respond to them with active listening and empathy. Tell
your perspective. (Communication R X, page 50)
✔✔Three Talk Models (shared decision-making ) - ✔✔Team talk: Emphasize supporting
patient as you signal choices and elicit goals.
Option talk: compare alternatives using Risk communication principles.
Decision talk: Elicit preferences and integrate into next steps (Communication RX: page
97)mi
✔✔Accountabilities drive structure and structure drives - ✔✔Culture (if Disney run your
hospital, page 41.) Culture eats strategy for breakfast
✔✔Improve Efficiencies by.... - ✔✔Placing courtesy and service for us, before
efficiency. Next external focus, responsiveness and sharing resources (if Disney ran
your hospital, page 42)
