CPXP Exam – Questions With Trusted Solutions
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WSC 2026: Are we there yet? ፊደላት ትግርኛ ቑጽሪ 1 World Scholar's Cup
Teacher 156 terms Teacher 23 terms 430 terms
Amy_Woodall4 Preview Hermi733 Preview alexandergumede
Terms in this set (51)
HEART Hear, empathize, apologize, respond, thank
HEART Hear, empathize, apologize, respond, thank
LEARN Listen, empathize, apologize, resolve, never leave them
hanging.
HCAHPS 8 Composites of Care NDHPMHDO, Nurse communication, doctor communication,
hospital staff responsiveness, pain management, medicine
communication, hospital cleanliness and quietness, discharge
information, overall hospital rating
HCAHPS frequency scales always, usually, sometimes, never
HCAHPS VBP scoring Achievement points and improvement points. Consistency
score.
Patient rights Freedom from discrimination, medical information explained,
know names of caregivers, right to refuse treatment, pain
management, info about advance directives, accessibility to
spiritual counseling, confidentiality, effective communication,
confidential records, dignity, right to complain, access to
medical record, right to info regarding associated agencies
for care, accept or decline in research, discharge planning,
estimated costs, patient visitation rights.
Complaint Concern voiced by a patient or patient's rep about service,
care or treatment that can be resolved quickly by the staff
present. Is resolved with the patient is satisfied with the
actions taken on his/her behalf.
, Three Rs in religious diversity Religion, respect, resources. What is the patient's religion?
Respect: sacred texts, clothing, sacramental needs. Resources:
chaplain, etc.
Sympathy vs. empathy Sympathy is feeling sorry for someone, empathy is walking in
someone else's shoes. With empathy, an advocate can begin
to understand the underlying emotions and pressures.
Managing difficult behavior Maintain adequate space, keep hands out of pockets, avoid
threatening gestures, avoid rapid movements, avoid laughing,
be calm, lower volume of voice, speak firmly, use short simple
sentences, position by a safe exit, convey expectation that the
patient can control behavior, stay in front but to the side of
the patient, demonstrate listening behaviors, let patient vent,
be honest
AIDET Acknowledge (Mr. Smith), introduce (with experience),
duration (length of test), explanation (explain the procedure),
thank patient.
Five pillars of excellence people service quality finance and growth
DESK model Describe the behavior you have seen, evaluate how you feel,
show what you want to see instead, know the consequences.
"I have noticed you leave your work space in an inappopriate
manner. I'm disappointed in this and want you to fix it. Let me
show you how the space should look when you leave for the
day. This is a verbal warning, if it happens again...then...."
Heart Head Heart Model Start with a caring message. "I'm sorry to see you in pain." Use
a Head message next, sharing or gathering information. "Tell
me more about the pain." End with an emotional message. "I
want to help."
Ask Tell Ask model Find out what the patient already knows by asking him/her to
tell you. Provide an explanation to meet the person's needs.
Verify understanding by asking a question (teach back).
Hard Conversations Model State our positive intent, tell the truth fast, listen and
understand, find common ground, identify options and the
action plan, express appreciation
The Caring Broken Record To address repeated resistance, use this method: State your
clear bottom line message, add lots of caring messages,
continually repeat. For as long as the person resists, keep
combining your bottom line message with a caring statement.
Complaint Concern voiced by a patient or patient's rep about service,
care or treatment that can be resolved quickly by the staff
present. A complain is resolved with the patient is satisfied
with the actions taken on his/her behalf.
Save
Students also studied
WSC 2026: Are we there yet? ፊደላት ትግርኛ ቑጽሪ 1 World Scholar's Cup
Teacher 156 terms Teacher 23 terms 430 terms
Amy_Woodall4 Preview Hermi733 Preview alexandergumede
Terms in this set (51)
HEART Hear, empathize, apologize, respond, thank
HEART Hear, empathize, apologize, respond, thank
LEARN Listen, empathize, apologize, resolve, never leave them
hanging.
HCAHPS 8 Composites of Care NDHPMHDO, Nurse communication, doctor communication,
hospital staff responsiveness, pain management, medicine
communication, hospital cleanliness and quietness, discharge
information, overall hospital rating
HCAHPS frequency scales always, usually, sometimes, never
HCAHPS VBP scoring Achievement points and improvement points. Consistency
score.
Patient rights Freedom from discrimination, medical information explained,
know names of caregivers, right to refuse treatment, pain
management, info about advance directives, accessibility to
spiritual counseling, confidentiality, effective communication,
confidential records, dignity, right to complain, access to
medical record, right to info regarding associated agencies
for care, accept or decline in research, discharge planning,
estimated costs, patient visitation rights.
Complaint Concern voiced by a patient or patient's rep about service,
care or treatment that can be resolved quickly by the staff
present. Is resolved with the patient is satisfied with the
actions taken on his/her behalf.
, Three Rs in religious diversity Religion, respect, resources. What is the patient's religion?
Respect: sacred texts, clothing, sacramental needs. Resources:
chaplain, etc.
Sympathy vs. empathy Sympathy is feeling sorry for someone, empathy is walking in
someone else's shoes. With empathy, an advocate can begin
to understand the underlying emotions and pressures.
Managing difficult behavior Maintain adequate space, keep hands out of pockets, avoid
threatening gestures, avoid rapid movements, avoid laughing,
be calm, lower volume of voice, speak firmly, use short simple
sentences, position by a safe exit, convey expectation that the
patient can control behavior, stay in front but to the side of
the patient, demonstrate listening behaviors, let patient vent,
be honest
AIDET Acknowledge (Mr. Smith), introduce (with experience),
duration (length of test), explanation (explain the procedure),
thank patient.
Five pillars of excellence people service quality finance and growth
DESK model Describe the behavior you have seen, evaluate how you feel,
show what you want to see instead, know the consequences.
"I have noticed you leave your work space in an inappopriate
manner. I'm disappointed in this and want you to fix it. Let me
show you how the space should look when you leave for the
day. This is a verbal warning, if it happens again...then...."
Heart Head Heart Model Start with a caring message. "I'm sorry to see you in pain." Use
a Head message next, sharing or gathering information. "Tell
me more about the pain." End with an emotional message. "I
want to help."
Ask Tell Ask model Find out what the patient already knows by asking him/her to
tell you. Provide an explanation to meet the person's needs.
Verify understanding by asking a question (teach back).
Hard Conversations Model State our positive intent, tell the truth fast, listen and
understand, find common ground, identify options and the
action plan, express appreciation
The Caring Broken Record To address repeated resistance, use this method: State your
clear bottom line message, add lots of caring messages,
continually repeat. For as long as the person resists, keep
combining your bottom line message with a caring statement.
Complaint Concern voiced by a patient or patient's rep about service,
care or treatment that can be resolved quickly by the staff
present. A complain is resolved with the patient is satisfied
with the actions taken on his/her behalf.
