CPXP CERTIFIED PATIENT EXPERIENCE
PROFESSIONAL FULL QUESTIONS AND
CORRECT ANSWERS FINAL PAPER
●● A patient, Mrs. Garza, is agitated as she reaches the registration desk
late for her first appointment. After greeting Mrs. Garza, which of the
following comments is BEST coming from the receptionist?
Answer: We are glad you are here, sorry you had trouble with the
directions, please have a seat and we will be with you shortly
●● A hospital received a letter from a patient attached to a patient
experience survey requesting a review of the patients inpatient stay,
given concerns related to lack of coordinated care among the providers
causing financial hardship and stress to the family
Answer: The hospital should treat the communication as a grievance
●● A hospital patient is extremely upset with the communication from
her provider on the plan of care. What is the BEST strategy among the
following?
Answer: Listen empathetically to the patient
●● Is there a timeframe by which a grievance must be resolved?
Answer: On average, 7 days, unless informed that follow up will be
provided within a stated number of days.
, ●● When is a grievance considered resolved?
Answer: Patient is provided with written notice that contains the name of
the organizations contact person, the steps taken on behalf of the patient,
the results of the process and date. When the patient receives the letter
and is satisfied with the actions taken on his/her behalf the grievance is
considered resolved.
●● Can billing concerns be a grievance?
Answer: Not usually considered
●● Should I capture info obtained with satisfaction surveys and make
them grievances?
Answer: If the patient writes or attaches to the survey and requests
resolution, than the complaint is a grievance. Other survey responses are
not considered Complaints OR grievances.
●● How many items are on the HCAHPS survey
Answer: 29
●● A standardized approach to gathering, analyzing and reporting
information on consumers and patients experiences with health care
services
Answer: VBP (HCAHPS plans a role in hospital payment, through VBP)
PROFESSIONAL FULL QUESTIONS AND
CORRECT ANSWERS FINAL PAPER
●● A patient, Mrs. Garza, is agitated as she reaches the registration desk
late for her first appointment. After greeting Mrs. Garza, which of the
following comments is BEST coming from the receptionist?
Answer: We are glad you are here, sorry you had trouble with the
directions, please have a seat and we will be with you shortly
●● A hospital received a letter from a patient attached to a patient
experience survey requesting a review of the patients inpatient stay,
given concerns related to lack of coordinated care among the providers
causing financial hardship and stress to the family
Answer: The hospital should treat the communication as a grievance
●● A hospital patient is extremely upset with the communication from
her provider on the plan of care. What is the BEST strategy among the
following?
Answer: Listen empathetically to the patient
●● Is there a timeframe by which a grievance must be resolved?
Answer: On average, 7 days, unless informed that follow up will be
provided within a stated number of days.
, ●● When is a grievance considered resolved?
Answer: Patient is provided with written notice that contains the name of
the organizations contact person, the steps taken on behalf of the patient,
the results of the process and date. When the patient receives the letter
and is satisfied with the actions taken on his/her behalf the grievance is
considered resolved.
●● Can billing concerns be a grievance?
Answer: Not usually considered
●● Should I capture info obtained with satisfaction surveys and make
them grievances?
Answer: If the patient writes or attaches to the survey and requests
resolution, than the complaint is a grievance. Other survey responses are
not considered Complaints OR grievances.
●● How many items are on the HCAHPS survey
Answer: 29
●● A standardized approach to gathering, analyzing and reporting
information on consumers and patients experiences with health care
services
Answer: VBP (HCAHPS plans a role in hospital payment, through VBP)
