CPXP PRACTICE EXAM QUESTIONS WITH 100%
CORRECT ANSWERS|GUARANTEED SUCCESS
2025
Patient Experience definition (Beryl Institute) - Answer- The sum of all interactions, shaped by
an organization's culture, that influence patient perceptions across the continuum of care.
CIQ - Answer- Cultural IQ test: Measures cultural engagement with 10 questions on a scale of 1-
10
What 3 elements do patients use in choosing healthcare? - Answer- 1- Cost
2- Quality
3- Service
transformational leadership - Answer- inspiring and championing followers to make the best
decisions so that they might become leaders
Mission, Vision, Values - Answer- Mission: why we are here
Vision: where we aspire to go
Values: the rules we live by
Affinity diagram - Answer- Organizes a large number of ideas into their natural relationships.
This method taps a team's creativity and intuition.
Who created the affinity diagram and when? - Answer- 1960s by Japanese anthropologist Jiro
Kawakita
Examples of when to use and affinity diagram - Answer- 1) When you are confronted with many
facts or ideas in apparent chaos,
2) When issues seem too large and complex to grasp,
,3) When group consensus is necessary.
What are typical situations to use affinity diagrams - Answer- After a brainstorming exercise and
when analyzing verbal data (i.e. survey results)
Define Bias - Answer- a tendency or inclination that results in judgment without question. Bias
refers to the mechanism of the brain that operates on associations. It's an automatic response. It's
a shortcut to interact with the world around us.
Explicit vs. implicit bias - Answer- When a person is aware of their bias, it is called explicit bias;
when they aren't, it is called implicit
bias.
Complaint - Answer- A concern voiced by a patient, or patient's representative about service,
care or treatment that can be resolved quickly by the staff present (less than 24 hours)
When is a complaint considered resolved - Answer- A complaint is considered resolved when the
patient is satisfied with the actions taken on his or her behalf
Culture - Answer- The collective programming or wiring of the human mind acquired over time
that distinguishes the members of one human group from another through their behaviors that
include self-worth and esteem, thoughts, communication, action, values and beliefs and that also
guide decision making
Cultural Competency - Answer- A set of congruent behaviors, attitudes and policies that come
together in a system, agency, or among professionals that enables effective work in cross-cultural
situations.
Circle of Growth - Answer- Employee loyalty leads to
Customer loyalty leads to
Increased Profits leads to
Investment of Profits in Staff Development
, Possible lifetime value of a patient to a hospital - Answer- $200,000
Cultural Competence - Answer- a set of congruent behaviors, attitudes, and policies that come
together in a system, agency, or among professionals that enables effective work in cross-cultural
situations.
*one of the main factors needed to close the disparities gap in healthcare
REGARDS of diversity - Answer- Race
Ethnicity
Gender
Age
Religion
Disability
Sexual orientation
Core competencies of PFCC - Answer- Respect, dignity
Information sharing
Participation
Collaboration
Patient Rights & Responsibilities - Answer- Informed consent
Privacy
Access to medical records
Patient Bill of Rights: supports and protects rights, safety/quality, inform/educate patients, set
expectations, encourage patient to assume reasonable responsibilities
SBAR - Answer- Situation
Background
CORRECT ANSWERS|GUARANTEED SUCCESS
2025
Patient Experience definition (Beryl Institute) - Answer- The sum of all interactions, shaped by
an organization's culture, that influence patient perceptions across the continuum of care.
CIQ - Answer- Cultural IQ test: Measures cultural engagement with 10 questions on a scale of 1-
10
What 3 elements do patients use in choosing healthcare? - Answer- 1- Cost
2- Quality
3- Service
transformational leadership - Answer- inspiring and championing followers to make the best
decisions so that they might become leaders
Mission, Vision, Values - Answer- Mission: why we are here
Vision: where we aspire to go
Values: the rules we live by
Affinity diagram - Answer- Organizes a large number of ideas into their natural relationships.
This method taps a team's creativity and intuition.
Who created the affinity diagram and when? - Answer- 1960s by Japanese anthropologist Jiro
Kawakita
Examples of when to use and affinity diagram - Answer- 1) When you are confronted with many
facts or ideas in apparent chaos,
2) When issues seem too large and complex to grasp,
,3) When group consensus is necessary.
What are typical situations to use affinity diagrams - Answer- After a brainstorming exercise and
when analyzing verbal data (i.e. survey results)
Define Bias - Answer- a tendency or inclination that results in judgment without question. Bias
refers to the mechanism of the brain that operates on associations. It's an automatic response. It's
a shortcut to interact with the world around us.
Explicit vs. implicit bias - Answer- When a person is aware of their bias, it is called explicit bias;
when they aren't, it is called implicit
bias.
Complaint - Answer- A concern voiced by a patient, or patient's representative about service,
care or treatment that can be resolved quickly by the staff present (less than 24 hours)
When is a complaint considered resolved - Answer- A complaint is considered resolved when the
patient is satisfied with the actions taken on his or her behalf
Culture - Answer- The collective programming or wiring of the human mind acquired over time
that distinguishes the members of one human group from another through their behaviors that
include self-worth and esteem, thoughts, communication, action, values and beliefs and that also
guide decision making
Cultural Competency - Answer- A set of congruent behaviors, attitudes and policies that come
together in a system, agency, or among professionals that enables effective work in cross-cultural
situations.
Circle of Growth - Answer- Employee loyalty leads to
Customer loyalty leads to
Increased Profits leads to
Investment of Profits in Staff Development
, Possible lifetime value of a patient to a hospital - Answer- $200,000
Cultural Competence - Answer- a set of congruent behaviors, attitudes, and policies that come
together in a system, agency, or among professionals that enables effective work in cross-cultural
situations.
*one of the main factors needed to close the disparities gap in healthcare
REGARDS of diversity - Answer- Race
Ethnicity
Gender
Age
Religion
Disability
Sexual orientation
Core competencies of PFCC - Answer- Respect, dignity
Information sharing
Participation
Collaboration
Patient Rights & Responsibilities - Answer- Informed consent
Privacy
Access to medical records
Patient Bill of Rights: supports and protects rights, safety/quality, inform/educate patients, set
expectations, encourage patient to assume reasonable responsibilities
SBAR - Answer- Situation
Background
