CPXP Exam Study Guide| Questions and Verified Answers| 100% Correct
How did the report of quality measures to CMS begin? - (Correct Answer)-Hospitals could
voluntarily report quality measures starting in 2001- adapting to current state from there
What is HCAHPS - (Correct Answer)-Hospital Consumer Assessment of Healthcare Providers
and System
What are some metrics for outcome of care? - (Correct Answer)-mortality, readmission,
complications, hospital associated infections
Describe "Pay for performance" - (Correct Answer)-provide financial incentives to hospitals,
physicians, and other providers to carry out improvement and achieve optimal outcomes for
patients
What are some reasons patients may not voice their complaints? - (Correct Answer)-Don't know
where to complain, afraid of retribution, not worth the trouble
What are the IOM six aims of for quality (established in 2001) - (Correct Answer)-Safe, time,
effective, efficient, equitable, patient-centered (STEEEP)
What is the IHI triple aim? - (Correct Answer)-improve patient experience, improve health of
populations, reduce per capita cost
Describe health literacy - (Correct Answer)-capacity to obtain, process and understand basic
health information needed to make appropriate health decisions
What percentage of adults are estimated to have a proficient health literacy - (Correct Answer)-
12 %
Which year was the American Society for Hospital Risk Management formed? - (Correct
Answer)-1980
, 2
What was the original name for the CMS - (Correct Answer)-Health Care Financing
Administration
What is the definition of Culture (Irwin Press) - (Correct Answer)-Culture exists when its
members share values and behaviors that they take for granted
What is empathy - (Correct Answer)-the ability to understand and share the feelings of another
What percentage of CMS reimbursement is dependent on patient satisfaction scores - (Correct
Answer)-1%
What are the 4 basic needs that should be met to create an ideal patient experience - (Correct
Answer)-confidence, integrity, pride, passion
In which year did hospitals establish patient advocates and representatives? - (Correct Answer)-
1965
In which year did the American hospital association develop patients bill of rights - (Correct
Answer)-1973
What is the RATER scale and when was it developed - (Correct Answer)-Reliability, Assurance,
Tangibles, Empathy, Responsiveness (early 80s)
What are some of the key concepts of the Planetree model - (Correct Answer)-Importance of
social support, patient/resident education, healing environment (design- iron curtain)
In which year were Diagnostic Related Groups (DRG) introduced? - (Correct Answer)-1983
, 3
What is the Emergency Medical Treatment and Labor Act (EMTALA) and when was it
established - (Correct Answer)-requires hospitals to stabilize any patient who shows up in the ER
regardless of ability to pay (1986)
When was the Health Insurance Portability and Patient Protection Act (HIPPA) created? -
(Correct Answer)-1996
In which year did the IOM publish the report "To Err is Human" regarding the significance of
medical errors - (Correct Answer)-1999
What is the IPFCC - (Correct Answer)-Institute for patient family-centered care
What are some of the limitations to the Press Ganey surveys - (Correct Answer)-low return rate,
minorities underrepresented
What is a "Likert" scale - (Correct Answer)-Ex: Very poor, poor, fair, good, very good
What is the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) -
(Correct Answer)-first national standardized publicly reported survey of patients perceptions of
hospital experience
What are the main functions of the Office of Patient Relations - (Correct Answer)-Provide a
centralized mechanism for addressing patient concerns, liaison between patients and medical
providers
What are the main goals of the Office of Patient Relations at Rush - (Correct Answer)-
Understand service gaps through increased complaint capture
Improve complaint resolution time
, 4
What is a level 1 complaint - (Correct Answer)-concern addressed immediately by employee
What is a level 2 complaint - (Correct Answer)-addressed at employee or escalated to
management with additional tools (coupons, parking, flowers)
What is a level 3 complaint - (Correct Answer)-employee escalates to manager refers
patient/family or concern to patient relations
What are the characteristics of hospitals that did well with value based purchasing? - (Correct
Answer)-smaller, didn't train residents, more affluent patient mix, for profit
What are the characteristics of hospitals that did NOT do well with value based purchasing? -
(Correct Answer)-bigger, teaching hospitals, poor patients, govt owned
What is the goal of Partnership for Patients - (Correct Answer)-decrease preventable hospital-
acquired conditions, decrease preventable complications during care center transition
When did Medicare Physician Pay for Performance begin? - (Correct Answer)-started in 2015
for some physicians and physician groups- projected to be for all physicians by 2017
What does the RUSH way stand for? - (Correct Answer)-systematic approach to process
improvement (Ready, understand, solve, hold)
Time frame that AHA establishes membership group: National society for patient representation
and consumer affairs - (Correct Answer)-early 70's
Which year did AHA develop and adopts patients bill of rights? - (Correct Answer)-1973
How did the report of quality measures to CMS begin? - (Correct Answer)-Hospitals could
voluntarily report quality measures starting in 2001- adapting to current state from there
What is HCAHPS - (Correct Answer)-Hospital Consumer Assessment of Healthcare Providers
and System
What are some metrics for outcome of care? - (Correct Answer)-mortality, readmission,
complications, hospital associated infections
Describe "Pay for performance" - (Correct Answer)-provide financial incentives to hospitals,
physicians, and other providers to carry out improvement and achieve optimal outcomes for
patients
What are some reasons patients may not voice their complaints? - (Correct Answer)-Don't know
where to complain, afraid of retribution, not worth the trouble
What are the IOM six aims of for quality (established in 2001) - (Correct Answer)-Safe, time,
effective, efficient, equitable, patient-centered (STEEEP)
What is the IHI triple aim? - (Correct Answer)-improve patient experience, improve health of
populations, reduce per capita cost
Describe health literacy - (Correct Answer)-capacity to obtain, process and understand basic
health information needed to make appropriate health decisions
What percentage of adults are estimated to have a proficient health literacy - (Correct Answer)-
12 %
Which year was the American Society for Hospital Risk Management formed? - (Correct
Answer)-1980
, 2
What was the original name for the CMS - (Correct Answer)-Health Care Financing
Administration
What is the definition of Culture (Irwin Press) - (Correct Answer)-Culture exists when its
members share values and behaviors that they take for granted
What is empathy - (Correct Answer)-the ability to understand and share the feelings of another
What percentage of CMS reimbursement is dependent on patient satisfaction scores - (Correct
Answer)-1%
What are the 4 basic needs that should be met to create an ideal patient experience - (Correct
Answer)-confidence, integrity, pride, passion
In which year did hospitals establish patient advocates and representatives? - (Correct Answer)-
1965
In which year did the American hospital association develop patients bill of rights - (Correct
Answer)-1973
What is the RATER scale and when was it developed - (Correct Answer)-Reliability, Assurance,
Tangibles, Empathy, Responsiveness (early 80s)
What are some of the key concepts of the Planetree model - (Correct Answer)-Importance of
social support, patient/resident education, healing environment (design- iron curtain)
In which year were Diagnostic Related Groups (DRG) introduced? - (Correct Answer)-1983
, 3
What is the Emergency Medical Treatment and Labor Act (EMTALA) and when was it
established - (Correct Answer)-requires hospitals to stabilize any patient who shows up in the ER
regardless of ability to pay (1986)
When was the Health Insurance Portability and Patient Protection Act (HIPPA) created? -
(Correct Answer)-1996
In which year did the IOM publish the report "To Err is Human" regarding the significance of
medical errors - (Correct Answer)-1999
What is the IPFCC - (Correct Answer)-Institute for patient family-centered care
What are some of the limitations to the Press Ganey surveys - (Correct Answer)-low return rate,
minorities underrepresented
What is a "Likert" scale - (Correct Answer)-Ex: Very poor, poor, fair, good, very good
What is the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) -
(Correct Answer)-first national standardized publicly reported survey of patients perceptions of
hospital experience
What are the main functions of the Office of Patient Relations - (Correct Answer)-Provide a
centralized mechanism for addressing patient concerns, liaison between patients and medical
providers
What are the main goals of the Office of Patient Relations at Rush - (Correct Answer)-
Understand service gaps through increased complaint capture
Improve complaint resolution time
, 4
What is a level 1 complaint - (Correct Answer)-concern addressed immediately by employee
What is a level 2 complaint - (Correct Answer)-addressed at employee or escalated to
management with additional tools (coupons, parking, flowers)
What is a level 3 complaint - (Correct Answer)-employee escalates to manager refers
patient/family or concern to patient relations
What are the characteristics of hospitals that did well with value based purchasing? - (Correct
Answer)-smaller, didn't train residents, more affluent patient mix, for profit
What are the characteristics of hospitals that did NOT do well with value based purchasing? -
(Correct Answer)-bigger, teaching hospitals, poor patients, govt owned
What is the goal of Partnership for Patients - (Correct Answer)-decrease preventable hospital-
acquired conditions, decrease preventable complications during care center transition
When did Medicare Physician Pay for Performance begin? - (Correct Answer)-started in 2015
for some physicians and physician groups- projected to be for all physicians by 2017
What does the RUSH way stand for? - (Correct Answer)-systematic approach to process
improvement (Ready, understand, solve, hold)
Time frame that AHA establishes membership group: National society for patient representation
and consumer affairs - (Correct Answer)-early 70's
Which year did AHA develop and adopts patients bill of rights? - (Correct Answer)-1973
