CPXP Exam Study Guide (in progress) with all Correct &
100% Verified Answers |Actual Complete Exam|
Already Graded A+
How did the report of quality measures to CMS begin? ✔Correct Answer-Hospitals could
voluntarily report quality measures starting in 2001- adapting to current state from there
What is HCAHPS ✔Correct Answer-Hospital Consumer Assessment of Healthcare Providers and
System
What are some metrics for outcome of care? ✔Correct Answer-mortality, readmission,
complications, hospital associated infections
Describe "Pay for performance" ✔Correct Answer-provide financial incentives to hospitals,
physicians, and other providers to carry out improvement and achieve optimal outcomes for patients
What are some reasons patients may not voice their complaints? ✔Correct Answer-Don't know
where to complain, afraid of retribution, not worth the trouble
What are the IOM six aims of for quality (established in 2001) ✔Correct Answer-Safe, time,
effective, efficient, equitable, patient-centered (STEEEP)
What is the IHI triple aim? ✔Correct Answer-improve patient experience, improve health of
populations, reduce per capita cost
Describe health literacy ✔Correct Answer-capacity to obtain, process and understand basic health
information needed to make appropriate health decisions
What percentage of adults are estimated to have a proficient health literacy ✔Correct Answer-12
%
Which year was the American Society for Hospital Risk Management formed? ✔Correct Answer-
1980
What was the original name for the CMS ✔Correct Answer-Health Care Financing Administration
What is the definition of Culture (Irwin Press) ✔Correct Answer-Culture exists when its members
share values and behaviors that they take for granted
What is empathy ✔Correct Answer-the ability to understand and share the feelings of another
What percentage of CMS reimbursement is dependent on patient satisfaction scores ✔Correct
Answer-1%
What are the 4 basic needs that should be met to create an ideal patient experience ✔Correct
Answer-confidence, integrity, pride, passion
,In which year did hospitals establish patient advocates and representatives? ✔Correct Answer-
1965
In which year did the American hospital association develop patients bill of rights ✔Correct
Answer-1973
What is the RATER scale and when was it developed ✔Correct Answer-Reliability, Assurance,
Tangibles, Empathy, Responsiveness (early 80s)
What are some of the key concepts of the Planetree model ✔Correct Answer-Importance of social
support, patient/resident education, healing environment (design- iron curtain)
In which year were Diagnostic Related Groups (DRG) introduced? ✔Correct Answer-1983
What is the Emergency Medical Treatment and Labor Act (EMTALA) and when was it established
✔Correct Answer-requires hospitals to stabilize any patient who shows up in the ER regardless of
ability to pay (1986)
When was the Health Insurance Portability and Patient Protection Act (HIPPA) created? ✔Correct
Answer-1996
In which year did the IOM publish the report "To Err is Human" regarding the significance of medical
errors ✔Correct Answer-1999
What is the IPFCC ✔Correct Answer-Institute for patient family-centered care
What are some of the limitations to the Press Ganey surveys ✔Correct Answer-low return rate,
minorities underrepresented
What is a "Likert" scale ✔Correct Answer-Ex: Very poor, poor, fair, good, very good
What is the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS)
✔Correct Answer-first national standardized publicly reported survey of patients perceptions of
hospital experience
What are the main functions of the Office of Patient Relations ✔Correct Answer-Provide a
centralized mechanism for addressing patient concerns, liaison between patients and medical
providers
What are the main goals of the Office of Patient Relations at Rush ✔Correct Answer-Understand
service gaps through increased complaint capture
Improve complaint resolution time
What is a level 1 complaint ✔Correct Answer-concern addressed immediately by employee
What is a level 2 complaint ✔Correct Answer-addressed at employee or escalated to management
with additional tools (coupons, parking, flowers)
What is a level 3 complaint ✔Correct Answer-employee escalates to manager refers patient/family
or concern to patient relations
, What are the characteristics of hospitals that did well with value based purchasing? ✔Correct
Answer-smaller, didn't train residents, more affluent patient mix, for profit
What are the characteristics of hospitals that did NOT do well with value based purchasing?
✔Correct Answer-bigger, teaching hospitals, poor patients, govt owned
What is the goal of Partnership for Patients ✔Correct Answer-decrease preventable hospital-
acquired conditions, decrease preventable complications during care center transition
When did Medicare Physician Pay for Performance begin? ✔Correct Answer-started in 2015 for
some physicians and physician groups- projected to be for all physicians by 2017
What does the RUSH way stand for? ✔Correct Answer-systematic approach to process
improvement (Ready, understand, solve, hold)
Time frame that AHA establishes membership group: National society for patient representation and
consumer affairs ✔Correct Answer-early 70's
Which year did AHA develop and adopts patients bill of rights? ✔Correct Answer-1973
What was the Karen Quinian case? ✔Correct Answer-Young women slipped into coma after drug
interaction with alcohol (ethics of euthanasia)
What is cultural competence ✔Correct Answer-being sensitive to others cultures and beliefs
According to the Beryl Institute article, what are the three areas that integrate to create patient
experience ✔Correct Answer-quality, safety, and service
According to the Beryl Institute article, which method of patient survey is the most effective?
✔Correct Answer-phone surveys. Tend to give more positive responses than paper survey.
What other surveys are in use or under development? ✔Correct Answer-Clinical and group
consumer assessment of healthcare providers (CGCAHPS) and systems and EDCAHPS (Emergency
department)
What is the relationship to HCAHPS and Value based purchasing? ✔Correct Answer-Hospital that
fail to publicly report the required quality measure, may receive an annual payment update that is
reduced by 2%
What is value based purchasing? ✔Correct Answer-payment method that rewards quality of care
through payment incentives and transparency.
What are some key differences between HCAHPS and Rush Press Ganey surveys? ✔Correct
Answer-PG offers a neutral answer, while HCAHPS does not. PG does not effect reimbursement.
HCAHPS publicly reported on Medicare website
Describe service recovery ✔Correct Answer-apology to patient if service wasn't satisfactory
What do the initials in the HEART model for handling complaints stand for ✔Correct Answer-H-
hear the patient
100% Verified Answers |Actual Complete Exam|
Already Graded A+
How did the report of quality measures to CMS begin? ✔Correct Answer-Hospitals could
voluntarily report quality measures starting in 2001- adapting to current state from there
What is HCAHPS ✔Correct Answer-Hospital Consumer Assessment of Healthcare Providers and
System
What are some metrics for outcome of care? ✔Correct Answer-mortality, readmission,
complications, hospital associated infections
Describe "Pay for performance" ✔Correct Answer-provide financial incentives to hospitals,
physicians, and other providers to carry out improvement and achieve optimal outcomes for patients
What are some reasons patients may not voice their complaints? ✔Correct Answer-Don't know
where to complain, afraid of retribution, not worth the trouble
What are the IOM six aims of for quality (established in 2001) ✔Correct Answer-Safe, time,
effective, efficient, equitable, patient-centered (STEEEP)
What is the IHI triple aim? ✔Correct Answer-improve patient experience, improve health of
populations, reduce per capita cost
Describe health literacy ✔Correct Answer-capacity to obtain, process and understand basic health
information needed to make appropriate health decisions
What percentage of adults are estimated to have a proficient health literacy ✔Correct Answer-12
%
Which year was the American Society for Hospital Risk Management formed? ✔Correct Answer-
1980
What was the original name for the CMS ✔Correct Answer-Health Care Financing Administration
What is the definition of Culture (Irwin Press) ✔Correct Answer-Culture exists when its members
share values and behaviors that they take for granted
What is empathy ✔Correct Answer-the ability to understand and share the feelings of another
What percentage of CMS reimbursement is dependent on patient satisfaction scores ✔Correct
Answer-1%
What are the 4 basic needs that should be met to create an ideal patient experience ✔Correct
Answer-confidence, integrity, pride, passion
,In which year did hospitals establish patient advocates and representatives? ✔Correct Answer-
1965
In which year did the American hospital association develop patients bill of rights ✔Correct
Answer-1973
What is the RATER scale and when was it developed ✔Correct Answer-Reliability, Assurance,
Tangibles, Empathy, Responsiveness (early 80s)
What are some of the key concepts of the Planetree model ✔Correct Answer-Importance of social
support, patient/resident education, healing environment (design- iron curtain)
In which year were Diagnostic Related Groups (DRG) introduced? ✔Correct Answer-1983
What is the Emergency Medical Treatment and Labor Act (EMTALA) and when was it established
✔Correct Answer-requires hospitals to stabilize any patient who shows up in the ER regardless of
ability to pay (1986)
When was the Health Insurance Portability and Patient Protection Act (HIPPA) created? ✔Correct
Answer-1996
In which year did the IOM publish the report "To Err is Human" regarding the significance of medical
errors ✔Correct Answer-1999
What is the IPFCC ✔Correct Answer-Institute for patient family-centered care
What are some of the limitations to the Press Ganey surveys ✔Correct Answer-low return rate,
minorities underrepresented
What is a "Likert" scale ✔Correct Answer-Ex: Very poor, poor, fair, good, very good
What is the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS)
✔Correct Answer-first national standardized publicly reported survey of patients perceptions of
hospital experience
What are the main functions of the Office of Patient Relations ✔Correct Answer-Provide a
centralized mechanism for addressing patient concerns, liaison between patients and medical
providers
What are the main goals of the Office of Patient Relations at Rush ✔Correct Answer-Understand
service gaps through increased complaint capture
Improve complaint resolution time
What is a level 1 complaint ✔Correct Answer-concern addressed immediately by employee
What is a level 2 complaint ✔Correct Answer-addressed at employee or escalated to management
with additional tools (coupons, parking, flowers)
What is a level 3 complaint ✔Correct Answer-employee escalates to manager refers patient/family
or concern to patient relations
, What are the characteristics of hospitals that did well with value based purchasing? ✔Correct
Answer-smaller, didn't train residents, more affluent patient mix, for profit
What are the characteristics of hospitals that did NOT do well with value based purchasing?
✔Correct Answer-bigger, teaching hospitals, poor patients, govt owned
What is the goal of Partnership for Patients ✔Correct Answer-decrease preventable hospital-
acquired conditions, decrease preventable complications during care center transition
When did Medicare Physician Pay for Performance begin? ✔Correct Answer-started in 2015 for
some physicians and physician groups- projected to be for all physicians by 2017
What does the RUSH way stand for? ✔Correct Answer-systematic approach to process
improvement (Ready, understand, solve, hold)
Time frame that AHA establishes membership group: National society for patient representation and
consumer affairs ✔Correct Answer-early 70's
Which year did AHA develop and adopts patients bill of rights? ✔Correct Answer-1973
What was the Karen Quinian case? ✔Correct Answer-Young women slipped into coma after drug
interaction with alcohol (ethics of euthanasia)
What is cultural competence ✔Correct Answer-being sensitive to others cultures and beliefs
According to the Beryl Institute article, what are the three areas that integrate to create patient
experience ✔Correct Answer-quality, safety, and service
According to the Beryl Institute article, which method of patient survey is the most effective?
✔Correct Answer-phone surveys. Tend to give more positive responses than paper survey.
What other surveys are in use or under development? ✔Correct Answer-Clinical and group
consumer assessment of healthcare providers (CGCAHPS) and systems and EDCAHPS (Emergency
department)
What is the relationship to HCAHPS and Value based purchasing? ✔Correct Answer-Hospital that
fail to publicly report the required quality measure, may receive an annual payment update that is
reduced by 2%
What is value based purchasing? ✔Correct Answer-payment method that rewards quality of care
through payment incentives and transparency.
What are some key differences between HCAHPS and Rush Press Ganey surveys? ✔Correct
Answer-PG offers a neutral answer, while HCAHPS does not. PG does not effect reimbursement.
HCAHPS publicly reported on Medicare website
Describe service recovery ✔Correct Answer-apology to patient if service wasn't satisfactory
What do the initials in the HEART model for handling complaints stand for ✔Correct Answer-H-
hear the patient
