CPXP 2024 UPDATE COMPLETE QUESTIONS AND
CORRECT ANSWERS GET ALL 100% RIGHT [STUDY
GUIDE] GRADE A+
Three Rs in a religious diversity
Religion: What is the patient's religion.
Respect: sacred texts, clothing; Sacramental needs.
Resources: chaplain etc.
Complaint
Concerns voiced by a patient or patient's representatives about services, care or
treatment that can be resolved quickly by the staff present. Is resolve with the patient
satisfied with the actions taken on his or her behalf.
Patients rights
Freedom from discrimination, medical information explained, no names of caregivers,
right to refuse treatment, pain management, information about advanced directive's,
accessibility to spiritual counseling, confidentiality, effective communication, confidential
records, dignity, right to complain, access to medical record, right to information
regarding associated agencies for care, except or decline in research, discharge
planning, estimated costs, patient visitation rights.
HCAHPS VBP scoring
Achievement points and improvement points. Consistency score.
HCAHPS Frequency Scales
Always
Usually
Sometimes
Never
DESK model to counsel a team member
D: Describe the problem behavior you have seen
E: Explain/ evaulate how the problem behavior affects outcomes and performance( how
you feel)
S: Show exactly what steps the person needs to take to improve ( behavior you want to
see happen)
K: Know the consequences (the staff member being corrected) " I have noticed you
leave your work space in an inapporiate manner. I'm dissapointed in this and want you
to fix it. Let me show you how the space should look lije when you leave for day. This is
a verbal warning , if it happens again... then ...
Five Pillars of Excellence
People
Service
Quality
, Finance
Growth
The Caring Broken Record
To address repeated resistance, use this method; state you're clear bottom line
message, add lots of caring messages, continually repeat. For as long as the person
resist, keep combining your bottom line message with a caring statement.
Complaint
Concerns voiced by a patient or patient's representative about service, care or
treatment that can be resolved quickly by the staff present. A complaint is resolved with
the patient when the patient is satisfied with the action taken on his or her behalf.
Grievance
Written or verbal complain by a patient, or patient representative, about the patient's
care. When a verbal complaint by the patient is not resolved at the time of the complaint
by staff present, a written note attached to a patient's survey survey. An issue of abuse
neglect, patient harm or hospital compliance.
AIDET
Acknowledge (Mr. Smith)
Introduce (with experience)
Duration (Length of test)
Explanation (explain the procedure,
Thank patient
Managing difficult behavior
Maintain adequate space
Keep hands out of pocket
Avoid threatening gestures
Avoid rapid movements
Avoid laughing
Be calm
Lower volume of voice
Speak firmly
Use short simple sentences
Position self by a safe exit
Convey expectations that the patient can control behavior
Stay in front but to the side of the patient
Demonstrate listening behaviors
Let patient vent
Be honest
Sympathy versus empathy
Sympathy is feeling sorry for someone
Empathy is walking in someone's else's shoes
With empathy and advocate can begin to understand the underlying emotions and
pressures
HCAHPS 8 Composites of Care
N-NSG COMM
D-DOC COMM
S-HOSPITAL STAFF RESPONSIVENESS
CORRECT ANSWERS GET ALL 100% RIGHT [STUDY
GUIDE] GRADE A+
Three Rs in a religious diversity
Religion: What is the patient's religion.
Respect: sacred texts, clothing; Sacramental needs.
Resources: chaplain etc.
Complaint
Concerns voiced by a patient or patient's representatives about services, care or
treatment that can be resolved quickly by the staff present. Is resolve with the patient
satisfied with the actions taken on his or her behalf.
Patients rights
Freedom from discrimination, medical information explained, no names of caregivers,
right to refuse treatment, pain management, information about advanced directive's,
accessibility to spiritual counseling, confidentiality, effective communication, confidential
records, dignity, right to complain, access to medical record, right to information
regarding associated agencies for care, except or decline in research, discharge
planning, estimated costs, patient visitation rights.
HCAHPS VBP scoring
Achievement points and improvement points. Consistency score.
HCAHPS Frequency Scales
Always
Usually
Sometimes
Never
DESK model to counsel a team member
D: Describe the problem behavior you have seen
E: Explain/ evaulate how the problem behavior affects outcomes and performance( how
you feel)
S: Show exactly what steps the person needs to take to improve ( behavior you want to
see happen)
K: Know the consequences (the staff member being corrected) " I have noticed you
leave your work space in an inapporiate manner. I'm dissapointed in this and want you
to fix it. Let me show you how the space should look lije when you leave for day. This is
a verbal warning , if it happens again... then ...
Five Pillars of Excellence
People
Service
Quality
, Finance
Growth
The Caring Broken Record
To address repeated resistance, use this method; state you're clear bottom line
message, add lots of caring messages, continually repeat. For as long as the person
resist, keep combining your bottom line message with a caring statement.
Complaint
Concerns voiced by a patient or patient's representative about service, care or
treatment that can be resolved quickly by the staff present. A complaint is resolved with
the patient when the patient is satisfied with the action taken on his or her behalf.
Grievance
Written or verbal complain by a patient, or patient representative, about the patient's
care. When a verbal complaint by the patient is not resolved at the time of the complaint
by staff present, a written note attached to a patient's survey survey. An issue of abuse
neglect, patient harm or hospital compliance.
AIDET
Acknowledge (Mr. Smith)
Introduce (with experience)
Duration (Length of test)
Explanation (explain the procedure,
Thank patient
Managing difficult behavior
Maintain adequate space
Keep hands out of pocket
Avoid threatening gestures
Avoid rapid movements
Avoid laughing
Be calm
Lower volume of voice
Speak firmly
Use short simple sentences
Position self by a safe exit
Convey expectations that the patient can control behavior
Stay in front but to the side of the patient
Demonstrate listening behaviors
Let patient vent
Be honest
Sympathy versus empathy
Sympathy is feeling sorry for someone
Empathy is walking in someone's else's shoes
With empathy and advocate can begin to understand the underlying emotions and
pressures
HCAHPS 8 Composites of Care
N-NSG COMM
D-DOC COMM
S-HOSPITAL STAFF RESPONSIVENESS
