CPXP COMPREHENSIVE QUESTIONS AND
ANSWERS SURE A+
✔✔Which year did AHA develop and adopts patients bill of rights? - ✔✔1973
✔✔What was the Karen Quinian case? - ✔✔Young women slipped into coma after drug
interaction with alcohol (ethics of euthanasia)
✔✔What is cultural competence - ✔✔being sensitive to others cultures and beliefs
✔✔According to the Beryl Institute article, what are the three areas that integrate to
create patient experience - ✔✔quality, safety, and service
✔✔According to the Beryl Institute article, which method of patient survey is the most
effective? - ✔✔phone surveys. Tend to give more positive responses than paper
survey.
✔✔What other surveys are in use or under development? - ✔✔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? - ✔✔Hospital
that fail to publicly report the required quality measure, may receive an annual payment
update that is reduced by 2%
✔✔What is value based purchasing? - ✔✔payment method that rewards quality of care
through payment incentives and transparency.
✔✔What are some key differences between HCAHPS and Rush Press Ganey surveys?
- ✔✔PG offers a neutral answer, while HCAHPS does not. PG does not effect
reimbursement. HCAHPS publicly reported on Medicare website
, ✔✔Describe service recovery - ✔✔apology to patient if service wasn't satisfactory
✔✔What do the initials in the HEART model for handling complaints stand for - ✔✔H-
hear the patient
E-empathize
A-apologize
R-respond
T-Thank
✔✔Picker Institute Eight Characteristics of patient centered care - ✔✔Access to care,
respect for patient values-preferences-needs, coordination/integration of care,
information-communication-education, transition and continuity of care, involving family
and friends, emotional support reducing fear/anxiety, physical comfort
✔✔What is the name of the rules that give rise to a patient's right to file a grievance
against a hospital - ✔✔Patient rights and responsibilities
✔✔What is the primary reason for patient lawsuits against physicians - ✔✔Lack of
communication
✔✔Value Based Purchasing started as _________________________ and then went
to ______________________________ - ✔✔Pay for reporting--
Pay for Performance
✔✔Name one significant person in the evolution of the field of patient experience and
his/her contribution - ✔✔Angelica Theriot who developed the Planetree model
✔✔Describe three reasons used by CMS/ARHQ to justify the development of the
HCAHPS survey - ✔✔incentive to improve quality of care, create a standardization
survey for hospital comparison, creates accountability
✔✔What is a complaint - ✔✔expresses displeasure that is addressed when it occurs
✔✔What is a grievance - ✔✔more formal complaint that is filed with the hospital and
can address bigger issues such as abuse
✔✔What is the main difference between a complaint and a grievance - ✔✔a grievance
requires a written response
✔✔The FY 2014 Hospital Value Based Purchasing (Hospital VBP) links a portion of
IPPS (Inpatient Prospective Pricing System) hospital payment from CMS to
performance on a set of quality measures. The HCAHPS survey is the basis of the
ANSWERS SURE A+
✔✔Which year did AHA develop and adopts patients bill of rights? - ✔✔1973
✔✔What was the Karen Quinian case? - ✔✔Young women slipped into coma after drug
interaction with alcohol (ethics of euthanasia)
✔✔What is cultural competence - ✔✔being sensitive to others cultures and beliefs
✔✔According to the Beryl Institute article, what are the three areas that integrate to
create patient experience - ✔✔quality, safety, and service
✔✔According to the Beryl Institute article, which method of patient survey is the most
effective? - ✔✔phone surveys. Tend to give more positive responses than paper
survey.
✔✔What other surveys are in use or under development? - ✔✔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? - ✔✔Hospital
that fail to publicly report the required quality measure, may receive an annual payment
update that is reduced by 2%
✔✔What is value based purchasing? - ✔✔payment method that rewards quality of care
through payment incentives and transparency.
✔✔What are some key differences between HCAHPS and Rush Press Ganey surveys?
- ✔✔PG offers a neutral answer, while HCAHPS does not. PG does not effect
reimbursement. HCAHPS publicly reported on Medicare website
, ✔✔Describe service recovery - ✔✔apology to patient if service wasn't satisfactory
✔✔What do the initials in the HEART model for handling complaints stand for - ✔✔H-
hear the patient
E-empathize
A-apologize
R-respond
T-Thank
✔✔Picker Institute Eight Characteristics of patient centered care - ✔✔Access to care,
respect for patient values-preferences-needs, coordination/integration of care,
information-communication-education, transition and continuity of care, involving family
and friends, emotional support reducing fear/anxiety, physical comfort
✔✔What is the name of the rules that give rise to a patient's right to file a grievance
against a hospital - ✔✔Patient rights and responsibilities
✔✔What is the primary reason for patient lawsuits against physicians - ✔✔Lack of
communication
✔✔Value Based Purchasing started as _________________________ and then went
to ______________________________ - ✔✔Pay for reporting--
Pay for Performance
✔✔Name one significant person in the evolution of the field of patient experience and
his/her contribution - ✔✔Angelica Theriot who developed the Planetree model
✔✔Describe three reasons used by CMS/ARHQ to justify the development of the
HCAHPS survey - ✔✔incentive to improve quality of care, create a standardization
survey for hospital comparison, creates accountability
✔✔What is a complaint - ✔✔expresses displeasure that is addressed when it occurs
✔✔What is a grievance - ✔✔more formal complaint that is filed with the hospital and
can address bigger issues such as abuse
✔✔What is the main difference between a complaint and a grievance - ✔✔a grievance
requires a written response
✔✔The FY 2014 Hospital Value Based Purchasing (Hospital VBP) links a portion of
IPPS (Inpatient Prospective Pricing System) hospital payment from CMS to
performance on a set of quality measures. The HCAHPS survey is the basis of the
