CPXP EXAM LATEST
When to use vouchers/gift cards - ANSWERS--Long waits or delays
-Scheduling conflicts
-Cancelled appointments the patient/family was not made aware of
-Perceived rude behavior
Document, track and trend when gifts were used in service recovery -
ANSWERS-• patient name
• location
• MD name
• MRN
• Appropriate service recovery item
• Description of issue/concern
• Resolution of issue
• Was satisfaction achieved?
Federal guidelines for service recovery gifts - ANSWERS-$50 per
person, per year
Cost of one (1) dissatisfied patient - ANSWERS-1 Million per
Healthcare Financial Management ongoing publication
END OF
PAGE
1
, CPXP EXAM LATEST
$87,500 in hard costs
16 total soft costs
=$1,400,000
The IHI Triple Aim - ANSWERS-Framework which describes an
approach to optimize health system performance. New designs must be
developed to simultaneously pursue three detentions, which we call the
"Triple Aim"
1. Improving the patient experience
2. Improving the health of populations; and
3. reducing the per capital cost of health care
Definition of patient experience captures four core concepts which
include - ANSWERS-Interactions, culture, cross-continuum view and
perceptions
Traditional alternative names for Ethic Committees - ANSWERS-
"Death and Dying Committee", "Patient Care Advisory Committees"
END OF
PAGE
2
, CPXP EXAM LATEST
Skills needed for addressing issues of an ethical nature - ANSWERS-1.
Ability to identify and analyze data
2. Recognize the value an concepts of the parties involved
3. Utilize relevant moral considerations
4. Facilitation and communication skills
5. Knowledge of culture of community and organization being served
Refusal to participate in an ethics consultation typically means what? -
ANSWERS-serious breakdown in communication and trust
Ethical Principles - ANSWERS-Autonomy: respect the uniqueness and
dignity of each person.
Nonmaleficence: prevent harm and removal of harmful conditions.
Beneficence: Act to remove harm or promote benefit.
Justice: treat individuals equally
Empathy vs Sympathy - ANSWERS-E: Understanding what others are
feeling (personal understanding)
END OF
PAGE
3
, CPXP EXAM LATEST
S: Acknowledging another persons emotional hardship and providing
comfort. Does not include a shared perspective. (understanding the
experience of others)
Improving engagement through emotion - ANSWERS-Pity: I
acknowledge our suffering
Sympathy: I care about your suffering
Empathy: I feel your suffering
Compassion: I want to relieve your suffering
Questionnaires - ANSWERS-the most common form of quantitative
measures of PX
Instruments that assert direct measurement of PX - ANSWERS-Picker
Patient Experience Questionnaire
END OF
PAGE
4
When to use vouchers/gift cards - ANSWERS--Long waits or delays
-Scheduling conflicts
-Cancelled appointments the patient/family was not made aware of
-Perceived rude behavior
Document, track and trend when gifts were used in service recovery -
ANSWERS-• patient name
• location
• MD name
• MRN
• Appropriate service recovery item
• Description of issue/concern
• Resolution of issue
• Was satisfaction achieved?
Federal guidelines for service recovery gifts - ANSWERS-$50 per
person, per year
Cost of one (1) dissatisfied patient - ANSWERS-1 Million per
Healthcare Financial Management ongoing publication
END OF
PAGE
1
, CPXP EXAM LATEST
$87,500 in hard costs
16 total soft costs
=$1,400,000
The IHI Triple Aim - ANSWERS-Framework which describes an
approach to optimize health system performance. New designs must be
developed to simultaneously pursue three detentions, which we call the
"Triple Aim"
1. Improving the patient experience
2. Improving the health of populations; and
3. reducing the per capital cost of health care
Definition of patient experience captures four core concepts which
include - ANSWERS-Interactions, culture, cross-continuum view and
perceptions
Traditional alternative names for Ethic Committees - ANSWERS-
"Death and Dying Committee", "Patient Care Advisory Committees"
END OF
PAGE
2
, CPXP EXAM LATEST
Skills needed for addressing issues of an ethical nature - ANSWERS-1.
Ability to identify and analyze data
2. Recognize the value an concepts of the parties involved
3. Utilize relevant moral considerations
4. Facilitation and communication skills
5. Knowledge of culture of community and organization being served
Refusal to participate in an ethics consultation typically means what? -
ANSWERS-serious breakdown in communication and trust
Ethical Principles - ANSWERS-Autonomy: respect the uniqueness and
dignity of each person.
Nonmaleficence: prevent harm and removal of harmful conditions.
Beneficence: Act to remove harm or promote benefit.
Justice: treat individuals equally
Empathy vs Sympathy - ANSWERS-E: Understanding what others are
feeling (personal understanding)
END OF
PAGE
3
, CPXP EXAM LATEST
S: Acknowledging another persons emotional hardship and providing
comfort. Does not include a shared perspective. (understanding the
experience of others)
Improving engagement through emotion - ANSWERS-Pity: I
acknowledge our suffering
Sympathy: I care about your suffering
Empathy: I feel your suffering
Compassion: I want to relieve your suffering
Questionnaires - ANSWERS-the most common form of quantitative
measures of PX
Instruments that assert direct measurement of PX - ANSWERS-Picker
Patient Experience Questionnaire
END OF
PAGE
4
