CPXP CERTIFICATION SCRIPT 2026
QUESTIONS WITH SOLUTIONS GRADED A+
◍ Experience based co-design (EBCD).
Answer: Quality improvement process that includes patients and staff
opinions through in-depth interviewing, observation, and group discussion.
Includes videotaping patient interviews of their experiences.
◍ Complaint.
Answer: Concern voiced by a patient or patient's rep about service, care or
treatment that can be resolved quickly by the staff present. A complain is
resolved with the patient is satisfied with the actions taken on his/her behalf.
◍ Ordinal scale.
Answer: Has all its variables in a specific order, beyond just naming them.
Depict non-mathematical ideas such as frequency, satisfaction, happiness, a
degree of pain.The distance between variables can't be calculated. Grades,
satisfaction, happiness.
◍ Affinity diagram.
Answer: A tool that gathers large amounts of language data (ideas, opinions,
issues) and organizes them into groupings based on their natural
relationships (Viewgraph 1). The Affinity process is often used to group
ideas generated by Brainstorming.
◍ Improve efficiency by....
Answer: Placing courtesy and service fist, before efficiency. Next External
focus, responsiveness and sharing resources (IF Disney ran your hospital, p.
42)
◍ Cultivate patient loyalty.
Answer: Patient satisfaction does not guarantee loyalty. Satisfied customers
do not have stories to tell. Build customer loyalty through compassion and
, emotion. Spontaneity was described as the ability of frontline employees to
solve problems spontaneously on the spot (If Disney ran your hospital, p.
106)
◍ AIDET.
Answer: AcknowledgeIntroduceDurationExplainThank
◍ Cultural Sensitivity.
Answer: Being aware of cultural differences and doing what is necessary to
recognize your own cultural values and biases.
◍ Indirect/negative correlation.
Answer: The values of variables move in opposite direction
◍ Level 1 vs. Level 2 Complaint.
Answer: Level 1 - can be addressed immediately by the person receiving the
complaintLevel 2 - addressed by a specific employee or management
◍ What are the four core concepts of PFCC.
Answer: RIPC1. Respect and Dignity2. Information Sharing3.
Participation4. Collaboration
◍ HEART.
Answer: HearEmpathizeAcknowledgeRespondThank
◍ Communication.
Answer: Correlates to: quality, safety and patient loyalty. Effective
healthcare communication leads to increased satisfaction, increased trust
with the clinician, improved overall health status and functional and
psychological well being. Patients of physicians with high empathy scores,
measured by a validated sale, were significantly more likely to have good
control of diabetes and cholesterol. Physicians typically redirect patients
within 18 - 23 seconds of listening to them speak
◍ Standard Deviation.
Answer: The average deviation from the mean; how far each score is from
the average
,◍ What is involved in the CAPTURE stage of EBD?.
Answer: ~ Getting patients and staff involved~ Helping people tell their
stories
◍ Vision.
Answer: An organization's ultimate goal, and its interpretation of what
success will look like in the future.
◍ Sympathy.
Answer: The feeling that you care about and are sorry about someone else's
trouble, grief, misfortune, etc.
◍ First communications about change should always focus on what?.
Answer: 1. Why the change is happening2. Why it is happening now3. The
risk of not changing
◍ Kotter's 8 stage Process for Organizational Transformation.
Answer: 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 gains and
produce more change, anchor new approaches in the culture
◍ Descriptive Statistics.
Answer: Values that describe the characteristics of a sample or population.
◍ Process Measures.
Answer: A measure that focuses on steps that should be followed to provide
good care. There should be a scientific basis for believing that the process,
when executed well, will increase the probability of achieving a desired
outcome.
◍ Elements of Appreciative Inquiry.
Answer: Discover - "What gives life?" (The best of what is)
AppreciatingDream - "What could be?" (Opportunities for the future)
ImaginingDesign - "What should be?" (Our ideal organization)
InnovatingDestiny - "What will we do?" (Ongoing empowerment,
, performance, and learning) Delivering
◍ The best mindset to have while using Motivational Interviewing.
Answer: PACEPartnershipAcceptanceCompassionEvocative Discussion
◍ What is the role of leadership in culture change?.
Answer: Provide ClarityEnsure accountabilityDrive ownership
◍ Appreciative Inquiry.
Answer: An approach to change ~ Uses questions to determine what
individuals/teams appreciate/value to discover the best of the organization. ~
Create a compelling vision based on those values to design a plan for the
future. ~ Fulfill that vision by designing in alignment with its strengths, best
practices, and patterns of high performance.
◍ LEAN.
Answer: process improvement philosophy that focuses on waste reduction
◍ Communication skills that work.
Answer: Create a shared agenda, show empathy, use understandable
explanations
◍ Patient/Family Advisory Council (PFAC).
Answer: Partners patients & families with members of the healthcare team
to provide guidance on how to improve the patient and family experience
◍ Process Flow Chart.
Answer: A flowchart is a picture of the separate steps of a process in
sequential order.
◍ Why PFCC?.
Answer: ~ Promotes the health & well-being of individuals and families~
Patients and families are essential allies for quality and safety~ Leads to
better outcomes
◍ Sympathy vs. empathy.
Answer: Sympathy is feeling sorry for someone, empathy is walking in
someone else's shoes. With empathy, an advocate can begin to understand
QUESTIONS WITH SOLUTIONS GRADED A+
◍ Experience based co-design (EBCD).
Answer: Quality improvement process that includes patients and staff
opinions through in-depth interviewing, observation, and group discussion.
Includes videotaping patient interviews of their experiences.
◍ Complaint.
Answer: Concern voiced by a patient or patient's rep about service, care or
treatment that can be resolved quickly by the staff present. A complain is
resolved with the patient is satisfied with the actions taken on his/her behalf.
◍ Ordinal scale.
Answer: Has all its variables in a specific order, beyond just naming them.
Depict non-mathematical ideas such as frequency, satisfaction, happiness, a
degree of pain.The distance between variables can't be calculated. Grades,
satisfaction, happiness.
◍ Affinity diagram.
Answer: A tool that gathers large amounts of language data (ideas, opinions,
issues) and organizes them into groupings based on their natural
relationships (Viewgraph 1). The Affinity process is often used to group
ideas generated by Brainstorming.
◍ Improve efficiency by....
Answer: Placing courtesy and service fist, before efficiency. Next External
focus, responsiveness and sharing resources (IF Disney ran your hospital, p.
42)
◍ Cultivate patient loyalty.
Answer: Patient satisfaction does not guarantee loyalty. Satisfied customers
do not have stories to tell. Build customer loyalty through compassion and
, emotion. Spontaneity was described as the ability of frontline employees to
solve problems spontaneously on the spot (If Disney ran your hospital, p.
106)
◍ AIDET.
Answer: AcknowledgeIntroduceDurationExplainThank
◍ Cultural Sensitivity.
Answer: Being aware of cultural differences and doing what is necessary to
recognize your own cultural values and biases.
◍ Indirect/negative correlation.
Answer: The values of variables move in opposite direction
◍ Level 1 vs. Level 2 Complaint.
Answer: Level 1 - can be addressed immediately by the person receiving the
complaintLevel 2 - addressed by a specific employee or management
◍ What are the four core concepts of PFCC.
Answer: RIPC1. Respect and Dignity2. Information Sharing3.
Participation4. Collaboration
◍ HEART.
Answer: HearEmpathizeAcknowledgeRespondThank
◍ Communication.
Answer: Correlates to: quality, safety and patient loyalty. Effective
healthcare communication leads to increased satisfaction, increased trust
with the clinician, improved overall health status and functional and
psychological well being. Patients of physicians with high empathy scores,
measured by a validated sale, were significantly more likely to have good
control of diabetes and cholesterol. Physicians typically redirect patients
within 18 - 23 seconds of listening to them speak
◍ Standard Deviation.
Answer: The average deviation from the mean; how far each score is from
the average
,◍ What is involved in the CAPTURE stage of EBD?.
Answer: ~ Getting patients and staff involved~ Helping people tell their
stories
◍ Vision.
Answer: An organization's ultimate goal, and its interpretation of what
success will look like in the future.
◍ Sympathy.
Answer: The feeling that you care about and are sorry about someone else's
trouble, grief, misfortune, etc.
◍ First communications about change should always focus on what?.
Answer: 1. Why the change is happening2. Why it is happening now3. The
risk of not changing
◍ Kotter's 8 stage Process for Organizational Transformation.
Answer: 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 gains and
produce more change, anchor new approaches in the culture
◍ Descriptive Statistics.
Answer: Values that describe the characteristics of a sample or population.
◍ Process Measures.
Answer: A measure that focuses on steps that should be followed to provide
good care. There should be a scientific basis for believing that the process,
when executed well, will increase the probability of achieving a desired
outcome.
◍ Elements of Appreciative Inquiry.
Answer: Discover - "What gives life?" (The best of what is)
AppreciatingDream - "What could be?" (Opportunities for the future)
ImaginingDesign - "What should be?" (Our ideal organization)
InnovatingDestiny - "What will we do?" (Ongoing empowerment,
, performance, and learning) Delivering
◍ The best mindset to have while using Motivational Interviewing.
Answer: PACEPartnershipAcceptanceCompassionEvocative Discussion
◍ What is the role of leadership in culture change?.
Answer: Provide ClarityEnsure accountabilityDrive ownership
◍ Appreciative Inquiry.
Answer: An approach to change ~ Uses questions to determine what
individuals/teams appreciate/value to discover the best of the organization. ~
Create a compelling vision based on those values to design a plan for the
future. ~ Fulfill that vision by designing in alignment with its strengths, best
practices, and patterns of high performance.
◍ LEAN.
Answer: process improvement philosophy that focuses on waste reduction
◍ Communication skills that work.
Answer: Create a shared agenda, show empathy, use understandable
explanations
◍ Patient/Family Advisory Council (PFAC).
Answer: Partners patients & families with members of the healthcare team
to provide guidance on how to improve the patient and family experience
◍ Process Flow Chart.
Answer: A flowchart is a picture of the separate steps of a process in
sequential order.
◍ Why PFCC?.
Answer: ~ Promotes the health & well-being of individuals and families~
Patients and families are essential allies for quality and safety~ Leads to
better outcomes
◍ Sympathy vs. empathy.
Answer: Sympathy is feeling sorry for someone, empathy is walking in
someone else's shoes. With empathy, an advocate can begin to understand
