CPXP EXAMS KEY CONCEPTS AND PRACTICE
QUESTIONS
◉ 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)
QUESTIONS
◉ 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)
