Exam (elaborations)
CPXP EXAM STUDY GUIDE QUESTIONS AND ANSWERS 2024
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CPXP EXAM STUDY GUIDE QUESTIONS AND ANSWERS 2024
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CPXP EXAM STUDY GUIDEWhen to use vouchers/gift cards - ANSWERS--Long waits or delays
-Scheduling conflicts
-Cancelled appointments the patient/family was not made aware of
-Perceived rude behavior
Document, track and trend when gifts were used in service recovery - ANSWERS-•
patient name
• location
• MD name
• MRN
• Appropriate service recovery item
• Description of issue/concern
• Resolution of issue
• Was satisfaction achieved?
Federal guidelines for service recovery gifts - ANSWERS-$50 per person, per year
Cost of one (1) dissatisfied patient - ANSWERS-1 Million per Healthcare Financial
Management ongoing publication
,$87,500 in hard costs
16 total soft costs
=$1,400,000
The IHI Triple Aim - ANSWERS-Framework which describes an approach to
optimize health system performance. New designs must be developed to
simultaneously pursue three detentions, which we call the "Triple Aim"
1. Improving the patient experience
2. Improving the health of populations; and
3. reducing the per capital cost of health care
Definition of patient experience captures four core concepts which include -
ANSWERS-Interactions, culture, cross-continuum view and perceptions
Traditional alternative names for Ethic Committees - ANSWERS-"Death and Dying
Committee", "Patient Care Advisory Committees"
Skills needed for addressing issues of an ethical nature - ANSWERS-1. Ability to
identify and analyze data
2. Recognize the value an concepts of the parties involved
3. Utilize relevant moral considerations
4. Facilitation and communication skills
,5. Knowledge of culture of community and organization being served
Refusal to participate in an ethics consultation typically means what? - ANSWERS-
serious breakdown in communication and trust
Ethical Principles - ANSWERS-Autonomy: respect the uniqueness and dignity of
each person.
Nonmaleficence: prevent harm and removal of harmful conditions.
Beneficence: Act to remove harm or promote benefit.
Justice: treat individuals equally
Empathy vs Sympathy - ANSWERS-E: Understanding what others are feeling
(personal understanding)
S: Acknowledging another persons emotional hardship and providing comfort.
Does not include a shared perspective. (understanding the experience of others)
Improving engagement through emotion - ANSWERS-Pity: I acknowledge our
suffering
Sympathy: I care about your suffering
Empathy: I feel your suffering
, Compassion: I want to relieve your suffering
Questionnaires - ANSWERS-the most common form of quantitative measures of
PX
Instruments that assert direct measurement of PX - ANSWERS-Picker Patient
Experience Questionnaire
Press Ganey Measures that can be added to HCAHPS include: - ANSWERS-
Admission, Room, Meals, Nurses, Tests, Treatments, Visitors, Physician, Discharge
Picker survey categories - ANSWERS-Information and Education
Coordinate of Care
Physical Comfort
Emotional Support
Respect for Patient Preference
Involvement of Friends and Family
Continuity and Transition
Overall Impression
When are HCAHPS collected? - ANSWERS-within 42 days after dc
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