CPXP FRAMEWORKS Exam Questions and Answers

CPXP FRAMEWORKS Exam Questions and Answers AIDET - Answer-Acknowledge, Introduce, Duration, Explain, Thank AIDET® is an acronym created by Studer Group's and part of the Five Fundamentals of Communication that stand for Acknowledge, Introduce, Duration, Explanation and Thank You. It is a tool designed to facilitate communication with patients, alleviating the elements that create concern or anxiety in patients and their families. Heart-Head-Heart - Answer-Heart: feeling personal attention caring Head: information tasks activities solutions PRARLS - Answer-Partnership Empathy/ Emotions Apologies/Appreciate Respect Legitimation Support. PEARLSA patient who is facing a distressing disease, confronting an unexpected outcome or simply trying to have their many questions answered should be approached using the PEARLS method of communicating: Partnership: Emphasize that you and the patient are working together to solve his or her health issues. Empathy: When patients get upset or angry, work to understand why and reassure them that you understand their concerns and will work to address them. Remember that the patient has come to your for help. Apology: Let the patient know that you are sorry they are frustrated, angry, upset. Respect: Show respect for their concerns and their fears. Legitimization: Legitimize their concerns: "You are experiencing more pain that you expected post-op; that can be difficult. Let's see what strategies we can come up with for managing that pain." Support: Let patients know that you, as their physician, want to offer them as much support as you can. Ask them about barriers to care and compliance. Let them know about other sources of support, such as disease education. RELATE - Answer-Reassure Explain Listen Take action Express E4 model - Answer-Engage Empathy Educate Enlist 4 habits model - Answer-Invest in the beginning, elicit the patients perspective, demonstrate empathy, invest in the end GIFT ( service recovery model) - Answer-Gather I'm sorry Feedback Thank HEART (service recovery model) - Answer-Hearing Emphasizing Apologizing Responding Thanking Respond with H.E.A.R.T. that had previously been developed by Cleveland Clinic caregivers: H Hear the story. E Empathize. A Apologize. R Respond. T Thank the patient. RATER metric used in questionnaires designed can discover ... - Answer-the gaps between what your company delivers and what your customers expect, then use that information to make changes that increase retention. RATER... - Answer-Reliability: do you deliver as promised?Assurance: does your organization inspire confidence? Tangibles: does your company present itself professionally? Empathy: are your team members understanding and empowered to solve problems? Responsiveness: does your team address queries within the expected time frame?