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Patient Experience definition (Beryl Institute) correct answers The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care. CIQ correct answers Cultural IQ test: Measures cultural engagement with 10 questions on a scale of 1-10 What 3 elements do patients use in choosing healthcare? correct answers 1- Cost 2- Quality 3- Service transformational leadership correct answers inspiring and championing followers to make the best decisions so that they might become leaders Mission, Vision, Values correct answers Mission: why we are here Vision: where we aspire to go Values: the rules we live by Circle of Growth correct answers Employee loyalty leads to Customer loyalty leads to Increased Profits leads to Investment of Profits in Staff Development Possible lifetime value of a patient to a hospital correct answers $200,000 Cultural Competence correct answers a set of congruent behaviors, attitudes, and policies that come together in a system, agency, or among professionals that enables effective work in cross-cultural situations. *one of the main factors needed to close the disparities gap in healthcare REGARDS of diversity correct answers Race Ethnicity Gender Age Religion Disability Sexual orientation Core competencies of PFCC correct answers Respect, dignity Information sharing Participation Collaboration Patient Rights & Responsibilities correct answers Informed consent