CPXP Practice Exam Questions and Answers All Correct

CPXP Practice Exam Questions and Answers All Correct During nurse rounding, a mother complains that the whiteboard in her childs room is not always up to date. What is the best FIRST step for the person conducting the rounding? - Answer-Apologize to the mother and thank her for this feedback. 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) It is important that the data we collect and present is both - Answer-valid and reliable Roughly % of all data falls within 1SD +/- of the mean - Answer-68% If you include data that falls within 2SD of the mean, you should capture roughly % of all responses - Answer-95% Scales tell us about the order, the exact value between units AND has an absolute zero - Answer-Ratio scales (ex: height and weight) Run charts are similar to produce, but do not allow for the full range of analytic techniques supported by - Answer-Control Charts Any communication strategy should always begin with - Answer-an understanding of who you will be presenting the data to and defining the overall goals and objectives you are aiming to acheive.