CPXP Practice Exam| Questions and Verified Answers| 100% Correct| Grade A
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? - (Correct
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? - (Correct 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 - (Correct 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? - (Correct Answer)-Listen empathetically
to the patient
Is there a timeframe by which a grievance must be resolved? - (Correct 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? - (Correct 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? - (Correct Answer)-Not usually considered
Should I capture info obtained with satisfaction surveys and make them grievances? - (Correct
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.
, 2
How many items are on the HCAHPS survey - (Correct Answer)-29
A standardized approach to gathering, analyzing and reporting information on consumers and
patients experiences with health care services - (Correct Answer)-VBP (HCAHPS plans a role in
hospital payment, through VBP)
It is important that the data we collect and present is both - (Correct Answer)-valid and reliable
Roughly ____% of all data falls within 1SD +/- of the mean - (Correct Answer)-68%
If you include data that falls within 2SD of the mean, you should capture roughly ___% of all
responses - (Correct Answer)-95%
____Scales tell us about the order, the exact value between units AND has an absolute zero -
(Correct 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 - (Correct Answer)-Control Charts
Any communication strategy should always begin with - (Correct 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 - (Correct Answer)-Compute the Mean
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? - (Correct Answer)-Affinity Diagram
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? - (Correct
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? - (Correct 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 - (Correct 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? - (Correct Answer)-Listen empathetically
to the patient
Is there a timeframe by which a grievance must be resolved? - (Correct 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? - (Correct 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? - (Correct Answer)-Not usually considered
Should I capture info obtained with satisfaction surveys and make them grievances? - (Correct
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.
, 2
How many items are on the HCAHPS survey - (Correct Answer)-29
A standardized approach to gathering, analyzing and reporting information on consumers and
patients experiences with health care services - (Correct Answer)-VBP (HCAHPS plans a role in
hospital payment, through VBP)
It is important that the data we collect and present is both - (Correct Answer)-valid and reliable
Roughly ____% of all data falls within 1SD +/- of the mean - (Correct Answer)-68%
If you include data that falls within 2SD of the mean, you should capture roughly ___% of all
responses - (Correct Answer)-95%
____Scales tell us about the order, the exact value between units AND has an absolute zero -
(Correct 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 - (Correct Answer)-Control Charts
Any communication strategy should always begin with - (Correct 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 - (Correct Answer)-Compute the Mean
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? - (Correct Answer)-Affinity Diagram
