CPXP Exam - Domain 4 EXAM WITH |\ |\ |\ |\ |\ |\ |\
ANSWERS
Patient Experience is defined as . . .
|\ |\ |\ |\ |\ |\ |\
The sum of all interactions, shaped by an organization's culture,
|\ |\ |\ |\ |\ |\ |\ |\ |\ |\
that influences patient perceptions across the continuum of care.
|\ |\ |\ |\ |\ |\ |\ |\
- The Beryl Institute
|\ |\ |\ |\
Role of Leadership
|\ |\
Communicate and persuade the organization of the necessity for |\ |\ |\ |\ |\ |\ |\ |\ |\
business improvement |\
Appoint and empower improvement experts and provide
|\ |\ |\ |\ |\ |\ |\
sufficient staffing and infrastructure resources |\ |\ |\ |\
Imbed improvement priority and philosophy into strategic
|\ |\ |\ |\ |\ |\ |\
objectives and the organization's culture |\ |\ |\ |\
Hold the entire organization accountable for progress and results
|\ |\ |\ |\ |\ |\ |\ |\ |\
(regular progress reviews) |\ |\
Reward & recognize results |\ |\ |\
,Role of Leadership - more points
|\ |\ |\ |\ |\
**Provide clarity - stating the vision and purpose / provide
|\ |\ |\ |\ |\ |\ |\ |\ |\ |\
understanding of that vision to staff. |\ |\ |\ |\ |\
**Ensure Accountability - Determin and communicate
|\ |\ |\ |\ |\ |\
expectations and consequences for inaction. |\ |\ |\ |\
**Drive Ownership - Actively look for people doing the right thing
|\ |\ |\ |\ |\ |\ |\ |\ |\ |\ |\
and thank them. Be supportive and understanding. Never waiver
|\ |\ |\ |\ |\ |\ |\ |\ |\
in commitment to expectations.
|\ |\ |\
Triple Aim |\
a standard of healthcare, based on
|\ |\ |\ |\ |\
-Improve the health of the population |\ |\ |\ |\ |\
-Enhance the patient experience of care |\ |\ |\ |\ |\
-Reduce or control the per capita cost of care
|\ |\ |\ |\ |\ |\ |\ |\
Quadruple Aim |\
a standard of healthcare, based on
|\ |\ |\ |\ |\
- improving the patient experience,
|\ |\ |\ |\
- improving health outcomes for population
|\ |\ |\ |\ |\
- reducing costs of health care
|\ |\ |\ |\ |\
-Enhance Joy at work/clinician experience |\ |\ |\ |\
, Patient Experience Practices Part 1
|\ |\ |\ |\
Practices proven linked to Patient Exp: |\ |\ |\ |\ |\
Leadership Rounding |\
Hourly Nurse Rounding |\ |\
Bedside Shift Reporting |\ |\
Patient and Family Advisory Councils
|\ |\ |\ |\
Post-Discharge Phone Calls |\ |\
Project RED (ReEngineering Hospital Discharge)
|\ |\ |\ |\
Open Visitation Policies
|\ |\
Patient Experience Practices Part 2
|\ |\ |\ |\
Patient friendly daily medication schedule and teaching cards on
|\ |\ |\ |\ |\ |\ |\ |\ |\
common new medications |\ |\
Communication tools for patient/family during their stay - |\ |\ |\ |\ |\ |\ |\ |\
(Notepads and whiteboards) |\ |\
Sleep aids (Headphones, ear plugs, soothing sound generators)
|\ |\ |\ |\ |\ |\ |\
No Passing Zones
|\ |\
Daily Huddles |\
Hospital No Passing Zones |\ |\ |\
The No Pass Zone concept originated as a patient experience
|\ |\ |\ |\ |\ |\ |\ |\ |\ |\
initiative to provide quick and effective responses to patient's
|\ |\ |\ |\ |\ |\ |\ |\ |\
needs. ... They should not continue to pass by the patient's room
|\ |\ |\ |\ |\ |\ |\ |\ |\ |\ |\ |\
or someone in need of help without stopping to assist.
|\ |\ |\ |\ |\ |\ |\ |\ |\
ANSWERS
Patient Experience is defined as . . .
|\ |\ |\ |\ |\ |\ |\
The sum of all interactions, shaped by an organization's culture,
|\ |\ |\ |\ |\ |\ |\ |\ |\ |\
that influences patient perceptions across the continuum of care.
|\ |\ |\ |\ |\ |\ |\ |\
- The Beryl Institute
|\ |\ |\ |\
Role of Leadership
|\ |\
Communicate and persuade the organization of the necessity for |\ |\ |\ |\ |\ |\ |\ |\ |\
business improvement |\
Appoint and empower improvement experts and provide
|\ |\ |\ |\ |\ |\ |\
sufficient staffing and infrastructure resources |\ |\ |\ |\
Imbed improvement priority and philosophy into strategic
|\ |\ |\ |\ |\ |\ |\
objectives and the organization's culture |\ |\ |\ |\
Hold the entire organization accountable for progress and results
|\ |\ |\ |\ |\ |\ |\ |\ |\
(regular progress reviews) |\ |\
Reward & recognize results |\ |\ |\
,Role of Leadership - more points
|\ |\ |\ |\ |\
**Provide clarity - stating the vision and purpose / provide
|\ |\ |\ |\ |\ |\ |\ |\ |\ |\
understanding of that vision to staff. |\ |\ |\ |\ |\
**Ensure Accountability - Determin and communicate
|\ |\ |\ |\ |\ |\
expectations and consequences for inaction. |\ |\ |\ |\
**Drive Ownership - Actively look for people doing the right thing
|\ |\ |\ |\ |\ |\ |\ |\ |\ |\ |\
and thank them. Be supportive and understanding. Never waiver
|\ |\ |\ |\ |\ |\ |\ |\ |\
in commitment to expectations.
|\ |\ |\
Triple Aim |\
a standard of healthcare, based on
|\ |\ |\ |\ |\
-Improve the health of the population |\ |\ |\ |\ |\
-Enhance the patient experience of care |\ |\ |\ |\ |\
-Reduce or control the per capita cost of care
|\ |\ |\ |\ |\ |\ |\ |\
Quadruple Aim |\
a standard of healthcare, based on
|\ |\ |\ |\ |\
- improving the patient experience,
|\ |\ |\ |\
- improving health outcomes for population
|\ |\ |\ |\ |\
- reducing costs of health care
|\ |\ |\ |\ |\
-Enhance Joy at work/clinician experience |\ |\ |\ |\
, Patient Experience Practices Part 1
|\ |\ |\ |\
Practices proven linked to Patient Exp: |\ |\ |\ |\ |\
Leadership Rounding |\
Hourly Nurse Rounding |\ |\
Bedside Shift Reporting |\ |\
Patient and Family Advisory Councils
|\ |\ |\ |\
Post-Discharge Phone Calls |\ |\
Project RED (ReEngineering Hospital Discharge)
|\ |\ |\ |\
Open Visitation Policies
|\ |\
Patient Experience Practices Part 2
|\ |\ |\ |\
Patient friendly daily medication schedule and teaching cards on
|\ |\ |\ |\ |\ |\ |\ |\ |\
common new medications |\ |\
Communication tools for patient/family during their stay - |\ |\ |\ |\ |\ |\ |\ |\
(Notepads and whiteboards) |\ |\
Sleep aids (Headphones, ear plugs, soothing sound generators)
|\ |\ |\ |\ |\ |\ |\
No Passing Zones
|\ |\
Daily Huddles |\
Hospital No Passing Zones |\ |\ |\
The No Pass Zone concept originated as a patient experience
|\ |\ |\ |\ |\ |\ |\ |\ |\ |\
initiative to provide quick and effective responses to patient's
|\ |\ |\ |\ |\ |\ |\ |\ |\
needs. ... They should not continue to pass by the patient's room
|\ |\ |\ |\ |\ |\ |\ |\ |\ |\ |\ |\
or someone in need of help without stopping to assist.
|\ |\ |\ |\ |\ |\ |\ |\ |\
