CPXP COMPREHENSIVE STUDY GUIDE 2026
FULL QUESTIONS AND SOLUTIONS
GRADED A+
◍ HVBP stands for.
Answer: Hospital Value Based Purchasing
◍ HVBP defined.
Answer: medicare system of reimbursing for quality care
◍ DRG stands for.
Answer: Diagnosis Related Group
◍ DRG defined.
Answer: a class of illnesses for which Medicare pays a fixed amount instead
of what is actually paid out to treat patient
◍ Level of diversity in healthcare workers vs. patients.
Answer: level of diversity is uneven
◍ 7 areas of cultural sensitivity.
Answer: communication, personal space, eye contact, family organization,
values, religion
◍ 4 core competences of Patient Family Centered Care.
Answer: respect, information, participation, collaboration
◍ 11 strategies to support PFCC.
Answer: mission statement, strategic plan, PACs, patien stories, share
outcomes, leadership reounds, established patient channels of
communication, patient input on policy, training caregivers on PFCC,
empathetic language, health literacy
◍ 5 goals of the patient bill of rights.
, Answer: support and protect rights, safety, education, expectations, patient
responsibilities
◍ medicare beneficiary billing complaint relting to rights requires what
response.
Answer: medicare beneficiary billing complaint = grievance
◍ a complaint related to CMS hospital conditions of participation requires
what response.
Answer: complaint related to CMS hospital conditions=grievance
◍ Where must contact person for grievance be written down?.
Answer: in patient rights
◍ 4 things that must be in a response to a grievance.
Answer: hospital contact, steps of investigation, results of grievance, date of
completion
◍ How long does a hospital have to reply to a grievance.
Answer: 7 days
◍ How long does a hospital have to resolve a grievance.
Answer: 30 days
◍ 6 step model to service recovery (ALFAFR).
Answer: apologize, listen, fix, atone, follow up, remember promise
◍ 8 de-escalation strategies.
Answer: empathy, clarify, respect, body language, permit venting, avoid
overreaching, non verbal (eye contact, soft, space), be aware of sensory
environment
◍ 4 acronymed communication strategies.
Answer: SBAR, HEART, HEAT, AIDET
◍ HEART.
Answer: hear, empathize, acknowledge, respond, thank
◍ HEAT.
FULL QUESTIONS AND SOLUTIONS
GRADED A+
◍ HVBP stands for.
Answer: Hospital Value Based Purchasing
◍ HVBP defined.
Answer: medicare system of reimbursing for quality care
◍ DRG stands for.
Answer: Diagnosis Related Group
◍ DRG defined.
Answer: a class of illnesses for which Medicare pays a fixed amount instead
of what is actually paid out to treat patient
◍ Level of diversity in healthcare workers vs. patients.
Answer: level of diversity is uneven
◍ 7 areas of cultural sensitivity.
Answer: communication, personal space, eye contact, family organization,
values, religion
◍ 4 core competences of Patient Family Centered Care.
Answer: respect, information, participation, collaboration
◍ 11 strategies to support PFCC.
Answer: mission statement, strategic plan, PACs, patien stories, share
outcomes, leadership reounds, established patient channels of
communication, patient input on policy, training caregivers on PFCC,
empathetic language, health literacy
◍ 5 goals of the patient bill of rights.
, Answer: support and protect rights, safety, education, expectations, patient
responsibilities
◍ medicare beneficiary billing complaint relting to rights requires what
response.
Answer: medicare beneficiary billing complaint = grievance
◍ a complaint related to CMS hospital conditions of participation requires
what response.
Answer: complaint related to CMS hospital conditions=grievance
◍ Where must contact person for grievance be written down?.
Answer: in patient rights
◍ 4 things that must be in a response to a grievance.
Answer: hospital contact, steps of investigation, results of grievance, date of
completion
◍ How long does a hospital have to reply to a grievance.
Answer: 7 days
◍ How long does a hospital have to resolve a grievance.
Answer: 30 days
◍ 6 step model to service recovery (ALFAFR).
Answer: apologize, listen, fix, atone, follow up, remember promise
◍ 8 de-escalation strategies.
Answer: empathy, clarify, respect, body language, permit venting, avoid
overreaching, non verbal (eye contact, soft, space), be aware of sensory
environment
◍ 4 acronymed communication strategies.
Answer: SBAR, HEART, HEAT, AIDET
◍ HEART.
Answer: hear, empathize, acknowledge, respond, thank
◍ HEAT.
