CPXP EXAM AND STUDY GUIDE NEWEST 2026 TEST
BANK| CERTIFIED PATIENT EXPERIENCE
PROFESSIONAL (CPXP) EXAM PREP WITH
COMPLETE 350 REAL EXAM QUESTIONS AND
CORRECT VERIFIED ANSWERS/ ALREADY GRADED
A+ (MOST RECENT!!)
What are the 4 basic needs that should be met to create an ideal patient
experience - ANSWER - confidence, integrity, pride, passion
In which year did hospitals establish patient advocates and
representatives? - ANSWER - 1965
In which year did the American hospital association develop patients bill
of rights - ANSWER - 1973
What are some of the key concepts of the Planetree model - ANSWER -
Importance of social support, patient/resident education, healing
environment (design- iron curtain)
When was the Health Insurance Portability and Patient Protection Act
(HIPPA) created? - ANSWER - 1996
What are the main functions of the Office of Patient Relations -
ANSWER - Provide a centralized mechanism for addressing patient
concerns, liaison between patients and medical providers
pg. 1
,What are the main goals of the Office of Patient Relations at Rush -
ANSWER - Understand service gaps through increased complaint
capture
Improve complaint resolution time
What are the characteristics of hospitals that did well with value based
purchasing? - 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? - ANSWER - bigger, teaching hospitals, poor
patients, govt owned
What is the goal of Partnership for Patients - ANSWER - decrease
preventable hospital-acquired conditions, decrease preventable
complications during care center transition
What does the RUSH way stand for? - ANSWER - systematic approach
to process improvement (Ready, understand, solve, hold)
What other surveys are in use or under development? - 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? -
ANSWER - Hospital that fail to publicly report the required quality
measure, may receive an annual payment update that is reduced by 2%
pg. 2
,What is value based purchasing? - 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? - ANSWER - PG offers a neutral answer, while
HCAHPS does not. PG does not effect reimbursement. HCAHPS
publicly reported on Medicare website
What do the initials in the HEART model for handling complaints stand
for - ANSWER - H-hear the patient
E-empathize
A-apologize
R-respond
T-Thank
What is the primary reason for patient lawsuits against physicians -
ANSWER - Lack of communication
Describe three reasons used by CMS/ARHQ to justify the development
of the HCAHPS survey - ANSWER - incentive to improve quality of
care, create a standardization survey for hospital comparison, creates
accountability
What are the 3 goals of complaint management - ANSWER - correct
what went wrong, learn from patients/customers/others, create a positive
relationship and increase satisfaction
What is the quadruple aim - ANSWER - 1. Better outcomes
pg. 3
, 2.Lower costs
3.Improved clinician experience
4.Improved patient experience
The patient experience professional is tasked with reviewing written
comments received in response to its patient survey. what tool would be
MOST useful to sort and organize the comments? - ANSWER - Affinity
Diagram
What does the communication model include? (4 E's) - ANSWER -
engaging
empathizing
educating
enlisting
Which Rush locations have the largest amount of grievances filed? -
ANSWER - RUMG (Rush university medical group) & IP
What is the Rush patient promise (3 components) - ANSWER - safe
care, high quality care, patient satisfaction
Which year was the Institute of Healthcare Improvement (IHI) triple aim
created? - ANSWER - 2007
What are core concepts of patient centered care (4 components) -
ANSWER - -respect & dignity
-information sharing
pg. 4
BANK| CERTIFIED PATIENT EXPERIENCE
PROFESSIONAL (CPXP) EXAM PREP WITH
COMPLETE 350 REAL EXAM QUESTIONS AND
CORRECT VERIFIED ANSWERS/ ALREADY GRADED
A+ (MOST RECENT!!)
What are the 4 basic needs that should be met to create an ideal patient
experience - ANSWER - confidence, integrity, pride, passion
In which year did hospitals establish patient advocates and
representatives? - ANSWER - 1965
In which year did the American hospital association develop patients bill
of rights - ANSWER - 1973
What are some of the key concepts of the Planetree model - ANSWER -
Importance of social support, patient/resident education, healing
environment (design- iron curtain)
When was the Health Insurance Portability and Patient Protection Act
(HIPPA) created? - ANSWER - 1996
What are the main functions of the Office of Patient Relations -
ANSWER - Provide a centralized mechanism for addressing patient
concerns, liaison between patients and medical providers
pg. 1
,What are the main goals of the Office of Patient Relations at Rush -
ANSWER - Understand service gaps through increased complaint
capture
Improve complaint resolution time
What are the characteristics of hospitals that did well with value based
purchasing? - 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? - ANSWER - bigger, teaching hospitals, poor
patients, govt owned
What is the goal of Partnership for Patients - ANSWER - decrease
preventable hospital-acquired conditions, decrease preventable
complications during care center transition
What does the RUSH way stand for? - ANSWER - systematic approach
to process improvement (Ready, understand, solve, hold)
What other surveys are in use or under development? - 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? -
ANSWER - Hospital that fail to publicly report the required quality
measure, may receive an annual payment update that is reduced by 2%
pg. 2
,What is value based purchasing? - 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? - ANSWER - PG offers a neutral answer, while
HCAHPS does not. PG does not effect reimbursement. HCAHPS
publicly reported on Medicare website
What do the initials in the HEART model for handling complaints stand
for - ANSWER - H-hear the patient
E-empathize
A-apologize
R-respond
T-Thank
What is the primary reason for patient lawsuits against physicians -
ANSWER - Lack of communication
Describe three reasons used by CMS/ARHQ to justify the development
of the HCAHPS survey - ANSWER - incentive to improve quality of
care, create a standardization survey for hospital comparison, creates
accountability
What are the 3 goals of complaint management - ANSWER - correct
what went wrong, learn from patients/customers/others, create a positive
relationship and increase satisfaction
What is the quadruple aim - ANSWER - 1. Better outcomes
pg. 3
, 2.Lower costs
3.Improved clinician experience
4.Improved patient experience
The patient experience professional is tasked with reviewing written
comments received in response to its patient survey. what tool would be
MOST useful to sort and organize the comments? - ANSWER - Affinity
Diagram
What does the communication model include? (4 E's) - ANSWER -
engaging
empathizing
educating
enlisting
Which Rush locations have the largest amount of grievances filed? -
ANSWER - RUMG (Rush university medical group) & IP
What is the Rush patient promise (3 components) - ANSWER - safe
care, high quality care, patient satisfaction
Which year was the Institute of Healthcare Improvement (IHI) triple aim
created? - ANSWER - 2007
What are core concepts of patient centered care (4 components) -
ANSWER - -respect & dignity
-information sharing
pg. 4
