CPXP CERTIFIED PATIENT EXPERIENCE
PROFESSIONAL CERTIFICATION
EVALUATION QUESTIONS AND SOLUTIONS
STUDY GUIDE
●● HVBP defined
Answer: medicare system of reimbursing for quality care
●● DRG stands for
Answer: Diagnosis Related Group
●● DRG defined
Answer: a class of illnesses for which Medicare pays a fixed amount
instead of what is actually paid out to treat patient
●● Level of diversity in healthcare workers vs. patients
Answer: level of diversity is uneven
●● 7 areas of cultural sensitivity
Answer: communication, personal space, eye contact, family
organization, values, religion
,●● 4 core competences of Patient Family Centered Care
Answer: respect, information, participation, collaboration
●● 11 strategies to support PFCC
Answer: mission statement, strategic plan, PACs, patien stories, share
outcomes, leadership reounds, established patient channels of
communication, patient input on policy, training caregivers on PFCC,
empathetic language, health literacy
●● 5 goals of the patient bill of rights
Answer: support and protect rights, safety, education, expectations,
patient responsibilities
●● medicare beneficiary billing complaint relting to rights requires what
response
Answer: medicare beneficiary billing complaint = grievance
●● a complaint related to CMS hospital conditions of participation
requires what response
Answer: complaint related to CMS hospital conditions=grievance
●● Where must contact person for grievance be written down?
Answer: in patient rights
, ●● 4 things that must be in a response to a grievance
Answer: hospital contact, steps of investigation, results of grievance,
date of completion
●● How long does a hospital have to reply to a grievance
Answer: 7 days
●● How long does a hospital have to resolve a grievance
Answer: 30 days
●● 6 step model to service recovery (ALFAFR)
Answer: apologize, listen, fix, atone, follow up, remember promise
●● 8 de-escalation strategies
Answer: empathy, clarify, respect, body language, permit venting, avoid
overreaching, non verbal (eye contact, soft, space), be aware of sensory
environment
●● 4 acronymed communication strategies
Answer: SBAR, HEART, HEAT, AIDET
●● SBAR
Answer: situation, background, assessment, recommendation
PROFESSIONAL CERTIFICATION
EVALUATION QUESTIONS AND SOLUTIONS
STUDY GUIDE
●● HVBP defined
Answer: medicare system of reimbursing for quality care
●● DRG stands for
Answer: Diagnosis Related Group
●● DRG defined
Answer: a class of illnesses for which Medicare pays a fixed amount
instead of what is actually paid out to treat patient
●● Level of diversity in healthcare workers vs. patients
Answer: level of diversity is uneven
●● 7 areas of cultural sensitivity
Answer: communication, personal space, eye contact, family
organization, values, religion
,●● 4 core competences of Patient Family Centered Care
Answer: respect, information, participation, collaboration
●● 11 strategies to support PFCC
Answer: mission statement, strategic plan, PACs, patien stories, share
outcomes, leadership reounds, established patient channels of
communication, patient input on policy, training caregivers on PFCC,
empathetic language, health literacy
●● 5 goals of the patient bill of rights
Answer: support and protect rights, safety, education, expectations,
patient responsibilities
●● medicare beneficiary billing complaint relting to rights requires what
response
Answer: medicare beneficiary billing complaint = grievance
●● a complaint related to CMS hospital conditions of participation
requires what response
Answer: complaint related to CMS hospital conditions=grievance
●● Where must contact person for grievance be written down?
Answer: in patient rights
, ●● 4 things that must be in a response to a grievance
Answer: hospital contact, steps of investigation, results of grievance,
date of completion
●● How long does a hospital have to reply to a grievance
Answer: 7 days
●● How long does a hospital have to resolve a grievance
Answer: 30 days
●● 6 step model to service recovery (ALFAFR)
Answer: apologize, listen, fix, atone, follow up, remember promise
●● 8 de-escalation strategies
Answer: empathy, clarify, respect, body language, permit venting, avoid
overreaching, non verbal (eye contact, soft, space), be aware of sensory
environment
●● 4 acronymed communication strategies
Answer: SBAR, HEART, HEAT, AIDET
●● SBAR
Answer: situation, background, assessment, recommendation
