CPXP EXAM STUDY GUIDE
1. 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.
2. CIQ: Cultural IQ test
Answer Measures cultural engagement with 10 questions on a scale of 1-10
3. What 3 elements do patients use in choosing healthcare?
Answer 1- Cost
2- Quality
3- Service
4. transformational leadership
Answer inspiring and championing followers to make the best decisions so that they might
become leaders
5. Mission, Vision, Values
Answer Mission: why we are here
Vision: where we aspire to go
Values: the rules we live by
, CPXP EXAM STUDY GUIDE
6. Circle of Growth
Answer Employee loyalty leads to
Customer loyalty leads to
Increased Profits leads to
Investment of Profits in Staff Development
7. Possible lifetime value of a patient to a hospital
Answer $200,000
8. 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
9. REGARDS of diversity
Answer Race
Ethnicity
Gender
Age
Religion
Disability
Sexual orientation
1. 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.
2. CIQ: Cultural IQ test
Answer Measures cultural engagement with 10 questions on a scale of 1-10
3. What 3 elements do patients use in choosing healthcare?
Answer 1- Cost
2- Quality
3- Service
4. transformational leadership
Answer inspiring and championing followers to make the best decisions so that they might
become leaders
5. Mission, Vision, Values
Answer Mission: why we are here
Vision: where we aspire to go
Values: the rules we live by
, CPXP EXAM STUDY GUIDE
6. Circle of Growth
Answer Employee loyalty leads to
Customer loyalty leads to
Increased Profits leads to
Investment of Profits in Staff Development
7. Possible lifetime value of a patient to a hospital
Answer $200,000
8. 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
9. REGARDS of diversity
Answer Race
Ethnicity
Gender
Age
Religion
Disability
Sexual orientation
