CPXP FINAL TEST 2026 QUESTIONS WITH
CORRECT ANSWERS GRADED A+
◍ Ask Me 3.
Answer: An educational program that encourages patient and families to ask
three specific questions of their providers to better understand their health
conditions and what they need to do to stay healthy
◍ Which year did the Cleveland Clinic hire the first MD as a CXO?.
Answer: Bridget Duffy 2006
◍ Dangers of ALL CAPS on location signs.
Answer: ALL CAPS changes the shape of the word. By creating a rectangle,
those with learning disabilities can no longer recognize words. Those with
learning disabilities may requires the hook of a lower-case "g" to understand
the word.
◍ In which year were Diagnostic Related Groups (DRG) introduced?.
Answer: 1983
◍ Examples of blameless apologies.
Answer: "i am sorry we didn't meet your expectations today""I am sorry we
added to your anxiety""I am sorry things didn't go the way you had hoped"
◍ Secondary diversity.
Answer: factors such as income and social status, lief and work experience,
education background, geographic location, marital status, and religious
beliefs
◍ Examples of cultural and religious situations that affect patient care..
Answer: 1. Spanish word for bladder and gallbladder may only be known by
a Spanish speaking healthcare and not a non-healthcare worker.2. body
language and tone say more to patients than what is verbally expressed.3.
, Are schedules reviewed to make accommodations for patients prayer
traditions? Is there private space for patients and family members to use for
prayer? Is the healthcare worker responding appropriately and doing what is
necessary to answer these questions?
◍ HCAHPS nurse communication scores have declined. What should a PX
leader do first?.
Answer: Review data and partner with frontline teams to identify root
causes.
◍ Level Two Service Recovery.
Answer: Staffers elevate the concerns a manager or charge nurse. This
person may be able to recover the situation and ensure the confidence of the
patient and family. Although it may not change the outcome, sometimes
involvement of the manager makes the patient feel that his or her concerns
were taken more seriously
◍ RELATE model.
Answer: R: Recognize concernE: EmpathizeL: ListenA: ApologizeT: Take
responsibilityE: Explain
◍ What is a common cause of service failure in healthcare?.
Answer: Communication breakdowns.
◍ What are the characteristics of hospitals that did well with value based
purchasing?.
Answer: smaller, didn't train residents, more affluent patient mix, for profit
◍ What is the first step in any service recovery?.
Answer: An apology
◍ Example of a scripted apology using a gift.
Answer: "I know this cannot make up for (insert concern), but we'd like you
to use this voucher at XXX as an additional way for us to apologize for your
experience, and we appreciate the opportunity to learn from you."
◍ Document, track and trend when gifts were used in service recovery.
, Answer: • patient name• location• MD name• MRN• Appropriate service
recovery item• Description of issue/concern• Resolution of issue• Was
satisfaction achieved?
◍ Factors that can impact the relationship between patients and health
providers.
Answer: •Communication and interpersonal relationship styles including
word choice, voice tone and volume, eye contact, and proper titles•gender
issues and consideration of appropriate male/female interaction•age, respect,
and seniority•individualism and equality•clothing, hairstyles, and body
adornment•informal and social interactions•language spoken/use of
interpreters or family members
◍ What is a level 1 complaint.
Answer: concern addressed immediately by employee
◍ What is the relationship to HCAHPS and Value based purchasing?.
Answer: Hospital that fail to publicly report the required quality measure,
may receive an annual payment update that is reduced by 2%
◍ What is the IHI triple aim?.
Answer: improve patient experience, improve health of populations, reduce
per capita cost
◍ 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 Patient Experience of Care Domain and accounts
for this percent of the hospital's Total Performance Score..
Answer: 25%
◍ What are some of the key concepts of the Planetree model.
Answer: Importance of social support, patient/resident education, healing
environment (design- iron curtain)
◍ Service Recovery Statistics.
Answer: 50% of unhappy customers will complain but 96% will tell at least
, 9 or 10 of their friends
◍ Which year were Medicaid and Medicare established.
Answer: 1965
◍ Effective advisors.
Answer: Possess soft skills, listens actively, clear, tactful verbal
communication, willingness to speak in front of groups
◍ What is the goal of Partnership for Patients.
Answer: decrease preventable hospital-acquired conditions, decrease
preventable complications during care center transition
◍ Patient Right: Examination and Treatment.
Answer: patients have the right to expect their physician will conduct an
appropriate history and physical examination based on the patients
presenting complaints.
◍ Most federal state and local programs specifically require, as a condition for
receiving funds under such programs, and affirmation statement on the part
of the organization that it will not......
Answer: Discriminate
◍ What is a level 3 complaint.
Answer: employee escalates to manager refers patient/family or concern to
patient relations
◍ What are some reasons patients may not voice their complaints?.
Answer: Don't know where to complain, afraid of retribution, not worth the
trouble
◍ Leadership wants rapid PX improvement. What is the most sustainable
strategy?.
Answer: Focus on organizational culture and staff engagement.
◍ Language Proficiency.
Answer: the ability to convey the appropriate tense, syntax and other
components of language structure as well as comprehension of the
CORRECT ANSWERS GRADED A+
◍ Ask Me 3.
Answer: An educational program that encourages patient and families to ask
three specific questions of their providers to better understand their health
conditions and what they need to do to stay healthy
◍ Which year did the Cleveland Clinic hire the first MD as a CXO?.
Answer: Bridget Duffy 2006
◍ Dangers of ALL CAPS on location signs.
Answer: ALL CAPS changes the shape of the word. By creating a rectangle,
those with learning disabilities can no longer recognize words. Those with
learning disabilities may requires the hook of a lower-case "g" to understand
the word.
◍ In which year were Diagnostic Related Groups (DRG) introduced?.
Answer: 1983
◍ Examples of blameless apologies.
Answer: "i am sorry we didn't meet your expectations today""I am sorry we
added to your anxiety""I am sorry things didn't go the way you had hoped"
◍ Secondary diversity.
Answer: factors such as income and social status, lief and work experience,
education background, geographic location, marital status, and religious
beliefs
◍ Examples of cultural and religious situations that affect patient care..
Answer: 1. Spanish word for bladder and gallbladder may only be known by
a Spanish speaking healthcare and not a non-healthcare worker.2. body
language and tone say more to patients than what is verbally expressed.3.
, Are schedules reviewed to make accommodations for patients prayer
traditions? Is there private space for patients and family members to use for
prayer? Is the healthcare worker responding appropriately and doing what is
necessary to answer these questions?
◍ HCAHPS nurse communication scores have declined. What should a PX
leader do first?.
Answer: Review data and partner with frontline teams to identify root
causes.
◍ Level Two Service Recovery.
Answer: Staffers elevate the concerns a manager or charge nurse. This
person may be able to recover the situation and ensure the confidence of the
patient and family. Although it may not change the outcome, sometimes
involvement of the manager makes the patient feel that his or her concerns
were taken more seriously
◍ RELATE model.
Answer: R: Recognize concernE: EmpathizeL: ListenA: ApologizeT: Take
responsibilityE: Explain
◍ What is a common cause of service failure in healthcare?.
Answer: Communication breakdowns.
◍ What are the characteristics of hospitals that did well with value based
purchasing?.
Answer: smaller, didn't train residents, more affluent patient mix, for profit
◍ What is the first step in any service recovery?.
Answer: An apology
◍ Example of a scripted apology using a gift.
Answer: "I know this cannot make up for (insert concern), but we'd like you
to use this voucher at XXX as an additional way for us to apologize for your
experience, and we appreciate the opportunity to learn from you."
◍ Document, track and trend when gifts were used in service recovery.
, Answer: • patient name• location• MD name• MRN• Appropriate service
recovery item• Description of issue/concern• Resolution of issue• Was
satisfaction achieved?
◍ Factors that can impact the relationship between patients and health
providers.
Answer: •Communication and interpersonal relationship styles including
word choice, voice tone and volume, eye contact, and proper titles•gender
issues and consideration of appropriate male/female interaction•age, respect,
and seniority•individualism and equality•clothing, hairstyles, and body
adornment•informal and social interactions•language spoken/use of
interpreters or family members
◍ What is a level 1 complaint.
Answer: concern addressed immediately by employee
◍ What is the relationship to HCAHPS and Value based purchasing?.
Answer: Hospital that fail to publicly report the required quality measure,
may receive an annual payment update that is reduced by 2%
◍ What is the IHI triple aim?.
Answer: improve patient experience, improve health of populations, reduce
per capita cost
◍ 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 Patient Experience of Care Domain and accounts
for this percent of the hospital's Total Performance Score..
Answer: 25%
◍ What are some of the key concepts of the Planetree model.
Answer: Importance of social support, patient/resident education, healing
environment (design- iron curtain)
◍ Service Recovery Statistics.
Answer: 50% of unhappy customers will complain but 96% will tell at least
, 9 or 10 of their friends
◍ Which year were Medicaid and Medicare established.
Answer: 1965
◍ Effective advisors.
Answer: Possess soft skills, listens actively, clear, tactful verbal
communication, willingness to speak in front of groups
◍ What is the goal of Partnership for Patients.
Answer: decrease preventable hospital-acquired conditions, decrease
preventable complications during care center transition
◍ Patient Right: Examination and Treatment.
Answer: patients have the right to expect their physician will conduct an
appropriate history and physical examination based on the patients
presenting complaints.
◍ Most federal state and local programs specifically require, as a condition for
receiving funds under such programs, and affirmation statement on the part
of the organization that it will not......
Answer: Discriminate
◍ What is a level 3 complaint.
Answer: employee escalates to manager refers patient/family or concern to
patient relations
◍ What are some reasons patients may not voice their complaints?.
Answer: Don't know where to complain, afraid of retribution, not worth the
trouble
◍ Leadership wants rapid PX improvement. What is the most sustainable
strategy?.
Answer: Focus on organizational culture and staff engagement.
◍ Language Proficiency.
Answer: the ability to convey the appropriate tense, syntax and other
components of language structure as well as comprehension of the
