1|Page
CPXP Exam 2026, Certified Patient Experience
Professional, CPXP Test Bank, CPXP Questions and
Answers, Patient Experience Certification, CPXP
Study Guide, CPXP Practice Test 2026,
Patient Experience definition (Beryl Institute) - ANSWER-The sum of
all interactions, shaped by an organization's culture, that influence
patient perceptions across the continuum of care.
CIQ - ANSWER-Cultural IQ test: Measures cultural engagement with
10 questions on a scale of 1-10
What 3 elements do patients use in choosing healthcare? - ANSWER-1-
Cost
2- Quality
3- Service
transformational leadership - ANSWER-inspiring and championing
followers to make the best decisions so that they might become leaders
Mission, Vision, Values - ANSWER-Mission: why we are here
Vision: where we aspire to go
Values: the rules we live by
Circle of Growth - ANSWER-Employee loyalty leads to
Customer loyalty leads to
Increased Profits leads to
Investment of Profits in Staff Development
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Possible lifetime value of a patient to a hospital - ANSWER-$200,000
Cultural Competence - ANSWER-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 - ANSWER-Race
Ethnicity
Gender
Age
Religion
Disability
Sexual orientation
Core competencies of PFCC - ANSWER-Respect, dignity
Information sharing
Participation
Collaboration
Patient Rights & Responsibilities - ANSWER-Informed consent
Privacy
Access to medical records
Patient Bill of Rights: supports and protects rights, safety/quality,
inform/educate patients, set expectations, encourage patient to assume
reasonable responsibilities
SBAR - ANSWER-Situation
Background
Assessment
Recommendation
HEART - ANSWER-Hear
Empathize
Acknowledge
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Respond
Thank
HEAT - ANSWER-Hear them out
Empathize
Apologize
Take responsibility
AIDET - ANSWER-Acknowledge, Introduce, Duration, Explain, Thank
Low standard deviation - ANSWER-Data points are close to the mean
High standard deviation - ANSWER-Data is widely spread around the
mean
Health literacy strategies - ANSWER-Avoid jargon, use plain language,
teach back strategy
Top 3 hospital priorities (when surveyed 2017) - ANSWER-- Patient
Experience
-Employee Engagement
-Cost management/reduction
HEDIS - ANSWER-Healthcare Effectiveness Data and Information Set
is the measurement tool used by over 90% of health plans
National Committee for Quality Assurance develops
Patient-Centered Medical Home model - ANSWER-1 - components are
comprehensive
2 - patient-centered
3 - coordinated care
4 - accessible
5 - quality and safety
, 4|Page
Validity - ANSWER-The ability of a test to measure what it is intended
to measure
Reliability - ANSWER-the extent to which a test yields consistent
results, as assessed by the consistency of scores on two halves of the
test, on alternate forms of the test, or on retesting
Run chart - ANSWER-tool for tracking results over a period of time
Trend - ANSWER-5 data points going in the same direction
Shift - ANSWER-6 data points going in the same direction
Shared Decision Making - ANSWER-Collaborative process that allows
patients and their providers to make healthcare decisions together by
taking into account the best clinical evidence available as well as the
patient's values and preferences
Descriptive statistics - ANSWER-organize and describe the
characteristics of a collection of data
Standard deviation - ANSWER-the average amount of variability in a
set of scores, i.e., the average distance of each score from the mean
Six sigma - ANSWER-a rigorous statistical analysis process that reduces
defects in manufacturing and service-related processes
Six Sigma Quality - ANSWER-this term generally means that a process
is well-controlled
DMAIC - ANSWER-Define, measure, analyze, improve, and control:
emphasizes the various phases of the Six Sigma methodology.
LEAN - ANSWER-process improvement philosophy that focuses on
waste reduction
CPXP Exam 2026, Certified Patient Experience
Professional, CPXP Test Bank, CPXP Questions and
Answers, Patient Experience Certification, CPXP
Study Guide, CPXP Practice Test 2026,
Patient Experience definition (Beryl Institute) - ANSWER-The sum of
all interactions, shaped by an organization's culture, that influence
patient perceptions across the continuum of care.
CIQ - ANSWER-Cultural IQ test: Measures cultural engagement with
10 questions on a scale of 1-10
What 3 elements do patients use in choosing healthcare? - ANSWER-1-
Cost
2- Quality
3- Service
transformational leadership - ANSWER-inspiring and championing
followers to make the best decisions so that they might become leaders
Mission, Vision, Values - ANSWER-Mission: why we are here
Vision: where we aspire to go
Values: the rules we live by
Circle of Growth - ANSWER-Employee loyalty leads to
Customer loyalty leads to
Increased Profits leads to
Investment of Profits in Staff Development
,2|Page
Possible lifetime value of a patient to a hospital - ANSWER-$200,000
Cultural Competence - ANSWER-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 - ANSWER-Race
Ethnicity
Gender
Age
Religion
Disability
Sexual orientation
Core competencies of PFCC - ANSWER-Respect, dignity
Information sharing
Participation
Collaboration
Patient Rights & Responsibilities - ANSWER-Informed consent
Privacy
Access to medical records
Patient Bill of Rights: supports and protects rights, safety/quality,
inform/educate patients, set expectations, encourage patient to assume
reasonable responsibilities
SBAR - ANSWER-Situation
Background
Assessment
Recommendation
HEART - ANSWER-Hear
Empathize
Acknowledge
,3|Page
Respond
Thank
HEAT - ANSWER-Hear them out
Empathize
Apologize
Take responsibility
AIDET - ANSWER-Acknowledge, Introduce, Duration, Explain, Thank
Low standard deviation - ANSWER-Data points are close to the mean
High standard deviation - ANSWER-Data is widely spread around the
mean
Health literacy strategies - ANSWER-Avoid jargon, use plain language,
teach back strategy
Top 3 hospital priorities (when surveyed 2017) - ANSWER-- Patient
Experience
-Employee Engagement
-Cost management/reduction
HEDIS - ANSWER-Healthcare Effectiveness Data and Information Set
is the measurement tool used by over 90% of health plans
National Committee for Quality Assurance develops
Patient-Centered Medical Home model - ANSWER-1 - components are
comprehensive
2 - patient-centered
3 - coordinated care
4 - accessible
5 - quality and safety
, 4|Page
Validity - ANSWER-The ability of a test to measure what it is intended
to measure
Reliability - ANSWER-the extent to which a test yields consistent
results, as assessed by the consistency of scores on two halves of the
test, on alternate forms of the test, or on retesting
Run chart - ANSWER-tool for tracking results over a period of time
Trend - ANSWER-5 data points going in the same direction
Shift - ANSWER-6 data points going in the same direction
Shared Decision Making - ANSWER-Collaborative process that allows
patients and their providers to make healthcare decisions together by
taking into account the best clinical evidence available as well as the
patient's values and preferences
Descriptive statistics - ANSWER-organize and describe the
characteristics of a collection of data
Standard deviation - ANSWER-the average amount of variability in a
set of scores, i.e., the average distance of each score from the mean
Six sigma - ANSWER-a rigorous statistical analysis process that reduces
defects in manufacturing and service-related processes
Six Sigma Quality - ANSWER-this term generally means that a process
is well-controlled
DMAIC - ANSWER-Define, measure, analyze, improve, and control:
emphasizes the various phases of the Six Sigma methodology.
LEAN - ANSWER-process improvement philosophy that focuses on
waste reduction
