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CPXP FINAL EXAM 2026/2027 NEWEST | 2 VERSIONS
ALL CURRENTLY TESTING AND FREQUENTLY TESTED
QUESTIONS AND ANSWERS WITH A STUDY GUIDE
During nurse rounding, a mother complains that the whiteboard in her
childs room is not always up to date. What is the best FIRST step for the
person conducting the rounding? ......ANSWER......Apologize to the
mother and thank her for this feedback.
A patient, Mrs. Garza, is agitated as she reaches the registration desk
late for her first appointment. After greeting Mrs. Garza, which of the
following comments is BEST coming from the receptionist?
......ANSWER......We are glad you are here, sorry you had trouble with
the directions, please have a seat and we will be with you shortly
A hospital received a letter from a patient attached to a patient
experience survey requesting a review of the patients inpatient stay,
given concerns related to lack of coordinated care among the providers
causing financial hardship and stress to the family ......ANSWER......The
hospital should treat the communication as a grievance
A hospital patient is extremely upset with the communication from her
provider on the plan of care. What is the BEST strategy among the
following? ......ANSWER......Listen empathetically to the patient
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Is there a timeframe by which a grievance must be resolved?
......ANSWER......On average, 7 days, unless informed that follow up will
be provided within a stated number of days.
When is a grievance considered resolved? ......ANSWER......Patient is
provided with written notice that contains the name of the
organizations contact person, the steps taken on behalf of the patient,
the results of the process and date. When the patient receives the letter
and is satisfied with the actions taken on his/her behalf the grievance is
considered resolved.
Can billing concerns be a grievance? ......ANSWER......Not usually
considered
Should I capture info obtained with satisfaction surveys and make them
grievances? ......ANSWER......If the patient writes or attaches to the
survey and requests resolution, than the complaint is a grievance. Other
survey responses are not considered Complaints OR grievances.
How many items are on the HCAHPS survey ......ANSWER......29
A standardized approach to gathering, analyzing and reporting
information on consumers and patients experiences with health care
services ......ANSWER......VBP (HCAHPS plans a role in hospital payment,
through VBP)
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It is important that the data we collect and present is both
......ANSWER......valid and reliable
Roughly ____% of all data falls within 1SD +/- of the mean
......ANSWER......68%
If you include data that falls within 2SD of the mean, you should capture
roughly ___% of all responses ......ANSWER......95%
____Scales tell us about the order, the exact value between units AND
has an absolute zero ......ANSWER......Ratio scales (ex: height and
weight)
Run charts are similar to produce, but do not allow for the full range of
analytic techniques supported by ......ANSWER......Control Charts
Any communication strategy should always begin with
......ANSWER......an understanding of who you will be presenting the
data to and defining the overall goals and objectives you are aiming to
acheive.
When computing the standard deviation, what do you need to do FIRST
as a measure of central tendancy ......ANSWER......Compute the Mean
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The patient experience professional is tasked with reviewing written
comments received in response to its patient survey. Of the following
tools what tool would be MOST useful to sort and organize the
comments? ......ANSWER......Affinity Diagram
What BEST describes the median ......ANSWER......The 50th percentile
(middle)
You are planning to share PX data, when you are communicating PX
results to physicians what is the BEST tactic ......ANSWER......Ensure the
data is reliable and valid
Improving experience requires change, and by extension, change
management. Before change can be made, leaders must
......ANSWER......Effectively Address and resistance (introduce the why,
communicate)
_____is the most common and most widely known of the improvement
methods ......ANSWER......PDCA/PDSA
Outcome/process: Average blood pressure levels of all patients seen in
the month of october ......ANSWER......outcome
outcome/process: percentage of patients whose blood pressure was
measured during every office visit in october ......ANSWER......process
CPXP FINAL EXAM 2026/2027 NEWEST | 2 VERSIONS
ALL CURRENTLY TESTING AND FREQUENTLY TESTED
QUESTIONS AND ANSWERS WITH A STUDY GUIDE
During nurse rounding, a mother complains that the whiteboard in her
childs room is not always up to date. What is the best FIRST step for the
person conducting the rounding? ......ANSWER......Apologize to the
mother and thank her for this feedback.
A patient, Mrs. Garza, is agitated as she reaches the registration desk
late for her first appointment. After greeting Mrs. Garza, which of the
following comments is BEST coming from the receptionist?
......ANSWER......We are glad you are here, sorry you had trouble with
the directions, please have a seat and we will be with you shortly
A hospital received a letter from a patient attached to a patient
experience survey requesting a review of the patients inpatient stay,
given concerns related to lack of coordinated care among the providers
causing financial hardship and stress to the family ......ANSWER......The
hospital should treat the communication as a grievance
A hospital patient is extremely upset with the communication from her
provider on the plan of care. What is the BEST strategy among the
following? ......ANSWER......Listen empathetically to the patient
,2|Page
Is there a timeframe by which a grievance must be resolved?
......ANSWER......On average, 7 days, unless informed that follow up will
be provided within a stated number of days.
When is a grievance considered resolved? ......ANSWER......Patient is
provided with written notice that contains the name of the
organizations contact person, the steps taken on behalf of the patient,
the results of the process and date. When the patient receives the letter
and is satisfied with the actions taken on his/her behalf the grievance is
considered resolved.
Can billing concerns be a grievance? ......ANSWER......Not usually
considered
Should I capture info obtained with satisfaction surveys and make them
grievances? ......ANSWER......If the patient writes or attaches to the
survey and requests resolution, than the complaint is a grievance. Other
survey responses are not considered Complaints OR grievances.
How many items are on the HCAHPS survey ......ANSWER......29
A standardized approach to gathering, analyzing and reporting
information on consumers and patients experiences with health care
services ......ANSWER......VBP (HCAHPS plans a role in hospital payment,
through VBP)
,3|Page
It is important that the data we collect and present is both
......ANSWER......valid and reliable
Roughly ____% of all data falls within 1SD +/- of the mean
......ANSWER......68%
If you include data that falls within 2SD of the mean, you should capture
roughly ___% of all responses ......ANSWER......95%
____Scales tell us about the order, the exact value between units AND
has an absolute zero ......ANSWER......Ratio scales (ex: height and
weight)
Run charts are similar to produce, but do not allow for the full range of
analytic techniques supported by ......ANSWER......Control Charts
Any communication strategy should always begin with
......ANSWER......an understanding of who you will be presenting the
data to and defining the overall goals and objectives you are aiming to
acheive.
When computing the standard deviation, what do you need to do FIRST
as a measure of central tendancy ......ANSWER......Compute the Mean
, 4|Page
The patient experience professional is tasked with reviewing written
comments received in response to its patient survey. Of the following
tools what tool would be MOST useful to sort and organize the
comments? ......ANSWER......Affinity Diagram
What BEST describes the median ......ANSWER......The 50th percentile
(middle)
You are planning to share PX data, when you are communicating PX
results to physicians what is the BEST tactic ......ANSWER......Ensure the
data is reliable and valid
Improving experience requires change, and by extension, change
management. Before change can be made, leaders must
......ANSWER......Effectively Address and resistance (introduce the why,
communicate)
_____is the most common and most widely known of the improvement
methods ......ANSWER......PDCA/PDSA
Outcome/process: Average blood pressure levels of all patients seen in
the month of october ......ANSWER......outcome
outcome/process: percentage of patients whose blood pressure was
measured during every office visit in october ......ANSWER......process
