CPXP EXAM STUDY GUIDE (IN PROGRESS) UPDATED ACTUAL
QUESTIONS AND CORRECT ANSWERS
Question:
1. How did the report of quality measures to CMS begin?
Answer:
Hospitals could voluntarily report quality measures starting in 2001- adapting to current state from there
Question:
2. What is HCAHPS
Answer:
Hospital Consumer Assessment of Healthcare Providers and System
Question:
3. What are some metrics for outcome of care?
Answer:
mortality, readmission, complications, hospital associated infections
Question:
4. Describe "Pay for performance"
Answer:
provide financial incentives to hospitals, physicians, and other providers to carry out improvement and
achieve optimal outcomes for patients
Question:
5. What are some reasons patients may not voice their complaints?
Answer:
Don't know where to complain, afraid of retribution, not worth the trouble
Question:
6. What are the IOM six aims of for quality (established in 2001)
Answer:
Safe, time, effective, efficient, equitable, patient-centered (STEEEP)
Question:
7. What is the IHI triple aim?
Answer:
improve patient experience, improve health of populations, reduce per capita cost
Question:
8. Describe health literacy
Answer:
capacity to obtain, process and understand basic health information needed to make appropriate health
decisions
,Question:
9. What percentage of adults are estimated to have a proficient health literacy
Answer:
12 %
Question:
10. Which year was the American Society for Hospital Risk Management formed?
Answer:
1980
Question:
11. What was the original name for the CMS
Answer:
Health Care Financing Administration
Question:
12. What is the definition of Culture (Irwin Press)
Answer:
Culture exists when its members share values and behaviors that they take for granted
Question:
13. What is empathy
Answer:
the ability to understand and share the feelings of another
Question:
14. What percentage of CMS reimbursement is dependent on patient satisfaction scores
Answer:
1%
Question:
15. What are the 4 basic needs that should be met to create an ideal patient experience
Answer:
confidence, integrity, pride, passion
Question:
16. In which year did hospitals establish patient advocates and representatives?
Answer:
1965
Question:
17. In which year did the American hospital association develop patients bill of rights
Answer:
1973
,Question:
18. What is the RATER scale and when was it developed
Answer:
Reliability, Assurance, Tangibles, Empathy, Responsiveness (early 80s)
Question:
19. What are some of the key concepts of the Planetree model
Answer:
Importance of social support, patient/resident education, healing environment (design- iron curtain)
Question:
20. In which year were Diagnostic Related Groups (DRG) introduced?
Answer:
1983
Question:
21. What is the Emergency Medical Treatment and Labor Act (EMTALA) and when was it established
Answer:
requires hospitals to stabilize any patient who shows up in the ER regardless of ability to pay (1986)
Question:
22. When was the Health Insurance Portability and Patient Protection Act (HIPPA) created?
Answer:
1996
Question:
23. In which year did the IOM publish the report "To Err is Human" regarding the significance of medical
errors
Answer:
1999
Question:
24. What is the IPFCC
Answer:
Institute for patient family-centered care
Question:
25. What are some of the limitations to the Press Ganey surveys
Answer:
low return rate, minorities underrepresented
Question:
26. What is a "Likert" scale
, Answer:
Ex: Very poor, poor, fair, good, very good
Question:
27. What is the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS)
Answer:
first national standardized publicly reported survey of patients perceptions of hospital experience
Question:
28. 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
Question:
29. 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
Question:
30. What is a level 1 complaint
Answer:
concern addressed immediately by employee
Question:
31. What is a level 2 complaint
Answer:
addressed at employee or escalated to management with additional tools (coupons, parking, flowers)
Question:
32. What is a level 3 complaint
Answer:
employee escalates to manager refers patient/family or concern to patient relations
Question:
33. 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
Question:
34. What are the characteristics of hospitals that did NOT do well with value based purchasing?
Answer:
bigger, teaching hospitals, poor patients, govt owned
QUESTIONS AND CORRECT ANSWERS
Question:
1. How did the report of quality measures to CMS begin?
Answer:
Hospitals could voluntarily report quality measures starting in 2001- adapting to current state from there
Question:
2. What is HCAHPS
Answer:
Hospital Consumer Assessment of Healthcare Providers and System
Question:
3. What are some metrics for outcome of care?
Answer:
mortality, readmission, complications, hospital associated infections
Question:
4. Describe "Pay for performance"
Answer:
provide financial incentives to hospitals, physicians, and other providers to carry out improvement and
achieve optimal outcomes for patients
Question:
5. What are some reasons patients may not voice their complaints?
Answer:
Don't know where to complain, afraid of retribution, not worth the trouble
Question:
6. What are the IOM six aims of for quality (established in 2001)
Answer:
Safe, time, effective, efficient, equitable, patient-centered (STEEEP)
Question:
7. What is the IHI triple aim?
Answer:
improve patient experience, improve health of populations, reduce per capita cost
Question:
8. Describe health literacy
Answer:
capacity to obtain, process and understand basic health information needed to make appropriate health
decisions
,Question:
9. What percentage of adults are estimated to have a proficient health literacy
Answer:
12 %
Question:
10. Which year was the American Society for Hospital Risk Management formed?
Answer:
1980
Question:
11. What was the original name for the CMS
Answer:
Health Care Financing Administration
Question:
12. What is the definition of Culture (Irwin Press)
Answer:
Culture exists when its members share values and behaviors that they take for granted
Question:
13. What is empathy
Answer:
the ability to understand and share the feelings of another
Question:
14. What percentage of CMS reimbursement is dependent on patient satisfaction scores
Answer:
1%
Question:
15. What are the 4 basic needs that should be met to create an ideal patient experience
Answer:
confidence, integrity, pride, passion
Question:
16. In which year did hospitals establish patient advocates and representatives?
Answer:
1965
Question:
17. In which year did the American hospital association develop patients bill of rights
Answer:
1973
,Question:
18. What is the RATER scale and when was it developed
Answer:
Reliability, Assurance, Tangibles, Empathy, Responsiveness (early 80s)
Question:
19. What are some of the key concepts of the Planetree model
Answer:
Importance of social support, patient/resident education, healing environment (design- iron curtain)
Question:
20. In which year were Diagnostic Related Groups (DRG) introduced?
Answer:
1983
Question:
21. What is the Emergency Medical Treatment and Labor Act (EMTALA) and when was it established
Answer:
requires hospitals to stabilize any patient who shows up in the ER regardless of ability to pay (1986)
Question:
22. When was the Health Insurance Portability and Patient Protection Act (HIPPA) created?
Answer:
1996
Question:
23. In which year did the IOM publish the report "To Err is Human" regarding the significance of medical
errors
Answer:
1999
Question:
24. What is the IPFCC
Answer:
Institute for patient family-centered care
Question:
25. What are some of the limitations to the Press Ganey surveys
Answer:
low return rate, minorities underrepresented
Question:
26. What is a "Likert" scale
, Answer:
Ex: Very poor, poor, fair, good, very good
Question:
27. What is the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS)
Answer:
first national standardized publicly reported survey of patients perceptions of hospital experience
Question:
28. 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
Question:
29. 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
Question:
30. What is a level 1 complaint
Answer:
concern addressed immediately by employee
Question:
31. What is a level 2 complaint
Answer:
addressed at employee or escalated to management with additional tools (coupons, parking, flowers)
Question:
32. What is a level 3 complaint
Answer:
employee escalates to manager refers patient/family or concern to patient relations
Question:
33. 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
Question:
34. What are the characteristics of hospitals that did NOT do well with value based purchasing?
Answer:
bigger, teaching hospitals, poor patients, govt owned
