CPXP Exam Study Guide (in progress)
Questions and Answers
Question 1
What does the RUSH way stand for?
Correct Answer
systematic approach to process improvement (Ready, understand, solve, hold)
Question 2
Language Proficiency
Correct Answer
the ability to convey the appropriate tense, syntax and other components of
language structure as well as comprehension of the non-native speaker, such as
localized accents
Question 3
Range
Correct Answer
Highest minus lowest score and a gross measure of variability
Question 4
Culture subcategories affecting health care provision
Correct Answer
shared values (family customs), shared beliefs (world view), religion, shared practices
(who makes decisions), dietary traditions, birth and death rituals, use of herbal or
home remedies
Page 1 of 51
,Question 5
Picker survey categories
Correct Answer
Information and Education
Coordinate of Care
Physical Comfort
Emotional Support
Respect for Patient Preference
Involvement of Friends and Family
Continuity and Transition
Overall Impression
Question 6
LEARN model
Correct Answer
L: Listen
E: Empathize
A: Apologize
R: Resolve
N: Never leave them hanging (accountability)
Question 7
National Council for Interpreting in Healthcare
Correct Answer
resource in the interpreting field and has work to professionalize the field of
interpreting through activities such as developing standards of practice in the
medical interpreter code of ethics.
Question 8
Makeup of PFAC
Correct Answer
80% Patients and family members, 20% staff, and then visitors are welcome
Page 2 of 51
,Question 9
Name one significant person in the evolution of the field of patient experience and
his/her contribution
Correct Answer
Angelica Theriot who developed the Planetree model
Question 10
What is a level 3 complaint
Correct Answer
employee escalates to manager refers patient/family or concern to patient relations
Question 11
What is EMTALA
Correct Answer
law that prohibits ED's from turning away patients, no matter their ability to pay
Question 12
What was the Karen Quinian case?
Correct Answer
Young women slipped into coma after drug interaction with alcohol (ethics of
euthanasia)
Question 13
The possibility for confidentiality breach multiplies with every what?
Correct Answer
With every computerized component involved in a patients care
Page 3 of 51
, Question 14
Time frame that AHA establishes membership group: National society for patient
representation and consumer affairs
Correct Answer
early 70's
Question 15
Examples of blameless apologies
Correct 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"
Question 16
What are the IOM six aims of for quality (established in 2001)
Correct Answer
Safe, time, effective, efficient, equitable, patient-centered (STEEEP)
Question 17
Teach Back: Do and Dont's
Correct Answer
DON'T: "do you understand?"
DO: "what are you going to tell your wife about the food she buys"
Question 18
Patient Right: Admission
Correct Answer
Admission - although persons who are not within the statutory classes have no right
of admission, hospitals and their employees owe a duty to extend reasonable care
for those who present himself for assistance and need immediate attention. With
respect to such person's governmental hospitals are subject to the same rules that
apply to private hospitals.
Page 4 of 51
Questions and Answers
Question 1
What does the RUSH way stand for?
Correct Answer
systematic approach to process improvement (Ready, understand, solve, hold)
Question 2
Language Proficiency
Correct Answer
the ability to convey the appropriate tense, syntax and other components of
language structure as well as comprehension of the non-native speaker, such as
localized accents
Question 3
Range
Correct Answer
Highest minus lowest score and a gross measure of variability
Question 4
Culture subcategories affecting health care provision
Correct Answer
shared values (family customs), shared beliefs (world view), religion, shared practices
(who makes decisions), dietary traditions, birth and death rituals, use of herbal or
home remedies
Page 1 of 51
,Question 5
Picker survey categories
Correct Answer
Information and Education
Coordinate of Care
Physical Comfort
Emotional Support
Respect for Patient Preference
Involvement of Friends and Family
Continuity and Transition
Overall Impression
Question 6
LEARN model
Correct Answer
L: Listen
E: Empathize
A: Apologize
R: Resolve
N: Never leave them hanging (accountability)
Question 7
National Council for Interpreting in Healthcare
Correct Answer
resource in the interpreting field and has work to professionalize the field of
interpreting through activities such as developing standards of practice in the
medical interpreter code of ethics.
Question 8
Makeup of PFAC
Correct Answer
80% Patients and family members, 20% staff, and then visitors are welcome
Page 2 of 51
,Question 9
Name one significant person in the evolution of the field of patient experience and
his/her contribution
Correct Answer
Angelica Theriot who developed the Planetree model
Question 10
What is a level 3 complaint
Correct Answer
employee escalates to manager refers patient/family or concern to patient relations
Question 11
What is EMTALA
Correct Answer
law that prohibits ED's from turning away patients, no matter their ability to pay
Question 12
What was the Karen Quinian case?
Correct Answer
Young women slipped into coma after drug interaction with alcohol (ethics of
euthanasia)
Question 13
The possibility for confidentiality breach multiplies with every what?
Correct Answer
With every computerized component involved in a patients care
Page 3 of 51
, Question 14
Time frame that AHA establishes membership group: National society for patient
representation and consumer affairs
Correct Answer
early 70's
Question 15
Examples of blameless apologies
Correct 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"
Question 16
What are the IOM six aims of for quality (established in 2001)
Correct Answer
Safe, time, effective, efficient, equitable, patient-centered (STEEEP)
Question 17
Teach Back: Do and Dont's
Correct Answer
DON'T: "do you understand?"
DO: "what are you going to tell your wife about the food she buys"
Question 18
Patient Right: Admission
Correct Answer
Admission - although persons who are not within the statutory classes have no right
of admission, hospitals and their employees owe a duty to extend reasonable care
for those who present himself for assistance and need immediate attention. With
respect to such person's governmental hospitals are subject to the same rules that
apply to private hospitals.
Page 4 of 51
