CPXP Exam LATEST (2025) COMPLETE QUESTIONS With 100% Verified Solu
tions,
Study online at https://quizlet.com/_jc764n
1. HEART Hear, empathize, apologize, respond, thank
2. LEARN Listen, empathize, apologize, resolve, never leave them hanging.
3. HCAHPS 8 Com- NDHPMHDO, Nurse communication, doctor communication, hospital staff respon-
posites of Care siveness, pain management, medicine communication, hospital cleanliness and
quietness, discharge information, overall hospital rating
4. HCAHPS frequen- always, usually, sometimes, never
cy scales
5. HCAHPS VBP Achievement points and improvement points. Consistency score.
scoring
6. Patient rights Freedom from discrimination, medical information explained, know names of
caregivers, right to refuse treatment, pain management, info about advance direc-
tives, 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.
7. 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.
8. Three Rs in reli- Religion, respect, resources. What is the patient's religion? Respect: sacred texts,
gious diversity clothing, sacramental needs. Resources: chaplain, etc.
9. Sympathy vs. em- Sympathy is feeling sorry for someone, empathy is walking in someone else's
pathy shoes. With empathy, an advocate can begin to understand the underlying emo-
tions and pressures.
10.
1/7
, CPXP Exam LATEST (2025) COMPLETE QUESTIONS With 100% Verified Solu
tions,
Study online at https://quizlet.com/_jc764n
Managing diffi- Maintain adequate space, keep hands out of pockets, avoid threatening gestures,
cult behavior 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
11. AIDET Acknowledge (Mr. Smith), introduce (with experience), duration (length of test),
explanation (explain the procedure), thank patient.
12. Five pillars of ex- people service quality finance and growth
cellence
13. 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...."
14. Heart Head Heart Start with a caring message. "I'm sorry to see you in pain." Use a Head message
Model next, sharing or gathering information. "Tell me more about the pain." End with
an emotional message. "I want to help."
15. Ask Tell Ask mod- Find out what the patient already knows by asking him/her to tell you. Provide an
el explanation to meet the person's needs. Verify understanding by asking a question
(teach back).
16. Hard Conversa- State our positive intent, tell the truth fast, listen and understand, find common
tions Model ground, identify options and the action plan, express appreciation
17. The Caring Bro- To address repeated resistance, use this method: State your clear bottom line
ken Record 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.
2/7
tions,
Study online at https://quizlet.com/_jc764n
1. HEART Hear, empathize, apologize, respond, thank
2. LEARN Listen, empathize, apologize, resolve, never leave them hanging.
3. HCAHPS 8 Com- NDHPMHDO, Nurse communication, doctor communication, hospital staff respon-
posites of Care siveness, pain management, medicine communication, hospital cleanliness and
quietness, discharge information, overall hospital rating
4. HCAHPS frequen- always, usually, sometimes, never
cy scales
5. HCAHPS VBP Achievement points and improvement points. Consistency score.
scoring
6. Patient rights Freedom from discrimination, medical information explained, know names of
caregivers, right to refuse treatment, pain management, info about advance direc-
tives, 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.
7. 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.
8. Three Rs in reli- Religion, respect, resources. What is the patient's religion? Respect: sacred texts,
gious diversity clothing, sacramental needs. Resources: chaplain, etc.
9. Sympathy vs. em- Sympathy is feeling sorry for someone, empathy is walking in someone else's
pathy shoes. With empathy, an advocate can begin to understand the underlying emo-
tions and pressures.
10.
1/7
, CPXP Exam LATEST (2025) COMPLETE QUESTIONS With 100% Verified Solu
tions,
Study online at https://quizlet.com/_jc764n
Managing diffi- Maintain adequate space, keep hands out of pockets, avoid threatening gestures,
cult behavior 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
11. AIDET Acknowledge (Mr. Smith), introduce (with experience), duration (length of test),
explanation (explain the procedure), thank patient.
12. Five pillars of ex- people service quality finance and growth
cellence
13. 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...."
14. Heart Head Heart Start with a caring message. "I'm sorry to see you in pain." Use a Head message
Model next, sharing or gathering information. "Tell me more about the pain." End with
an emotional message. "I want to help."
15. Ask Tell Ask mod- Find out what the patient already knows by asking him/her to tell you. Provide an
el explanation to meet the person's needs. Verify understanding by asking a question
(teach back).
16. Hard Conversa- State our positive intent, tell the truth fast, listen and understand, find common
tions Model ground, identify options and the action plan, express appreciation
17. The Caring Bro- To address repeated resistance, use this method: State your clear bottom line
ken Record 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.
2/7
