CPXP Exam Study Guide (in progress) Latest
Update 2025-2026 280 Questions and 100%
Verified Correct Answers Guaranteed A+
"top box" - CORRECT ANSWER: Most frequently reported best result in each
composite.
3P Methodology - CORRECT ANSWER: Production, Preparation and Process
4 concepts of PFCC - CORRECT ANSWER: 1. Respect and Dignity.
2. Information Sharing.
3. Participation.
4. Collaboration
According to the Beryl Institute article, what are the three areas that integrate to create
patient experience - CORRECT ANSWER: quality, safety, and service
According to the Beryl Institute article, which method of patient survey is the most
effective? - CORRECT ANSWER: phone surveys. Tend to give more positive responses
than paper survey.
AHRQ - CORRECT ANSWER: Agency for Healthcare Research and Quality
Apologies which yield the best results - CORRECT ANSWER: scripted apologies
Apologize for ____________, not ________________. - CORRECT ANSWER:
Apologize for experiences, not acts.
,Ask Me 3 - CORRECT ANSWER: An educational program that encourages patient and
families to ask three specific questions of their providers to better understand their
health conditions and what they need to do to stay healthy
Ask Me 3: the questions - CORRECT ANSWER: 1. What is my main problem?
2. What do I need to do?
3. Why is it important for me to do this?
attunement - CORRECT ANSWER: Matching nonverbal language
Before offering a service recovery gift, take the _______ of the patient/family. -
CORRECT ANSWER: emotional temperature
BEST way to show respect for an individual - CORRECT ANSWER: Honor cultural and
personal choices.
Blameless Apology - CORRECT ANSWER: An apology offered without placing blame
on anyone
CLAS, Office of Minority Health - CORRECT ANSWER: CLAS is a tool that promotes
cultural and linguistic competence. CLAS standards are primarily directed at health care
organizations.
Classifications of Patient Rights - CORRECT ANSWER: Legal - those emanating from
law
Human Statements of Desirable Ethical Principles - the right to be treated with dignity
and respect
Common reasons regarding do you like of awareness in cultural competence -
CORRECT ANSWER: 1. Lack of knowledge resulting in an inability to recognize
differences
,2. Self protection and denial leading to an attitude that these differences are not
significant or that are common humanity transcends our differences
3. fear of the unknown or the new because it is challenging and perhaps intimidating to
understand something new that does not fit into one's worldview
4. feeling of pressure and due to time constraints, which can lead to feeling rushed and
unable to look in depth at an individual patient's needs
Communicating with the deaf or hard of hearing - CORRECT ANSWER: 1. Hearing aids
2. lip reading
3. sign language
4. TTY devices
5. Communication signs
6. whiteboards
7. assisted listening devices
Complaints are defined as: - CORRECT ANSWER: •Issues that are handled on the spot
•Billing issues
•all lost and found issues
Cost of one (1) dissatisfied patient - CORRECT ANSWER: 1 Million per Healthcare
Financial Management ongoing publication
$87,500 in hard costs
16 total soft costs
=$1,400,000
Creator of PDCA - CORRECT ANSWER: Walter A. Shewhart
, Culturally Competent Model of Care - CORRECT ANSWER: 1. Cultural awareness -
self-reflection of one's own biases
2. cultural knowledge - obtaining information about different cultures
3. cultural skill - conducting an assessment of cultural data of the patient
4. cultural encounters - personal experiences with patient of different backgrounds
5. cultural desire - process of anting to be culturally competent.
Culture subcategories affecting health care provision - CORRECT ANSWER: shared
values (family customs), shared beliefs (world view), religion, shared practices (who
makes decisions), dietary traditions, birth and death rituals, use of herbal or home
remedies
Customers retained over five years can be up to _________ percent more profitable
than a "revolving door" of customers who use healthcare services only once. -
CORRECT ANSWER: 377% more profitable
Dangers of ALL CAPS on location signs - CORRECT ANSWER: ALL CAPS changes the
shape of the word. By creating a rectangle, those with learning disabilities can no longer
recognize words. Those with learning disabilities may requires the hook of a lower-case
"g" to understand the word.
Definition of patient centered care - CORRECT ANSWER: When healthcare works
together across the continuum of care to meet the needs of the patient.
Definition of patient experience captures four core concepts which include - CORRECT
ANSWER: Interactions, culture, cross-continuum view and perceptions
Describe "Pay for performance" - CORRECT ANSWER: provide financial incentives to
hospitals, physicians, and other providers to carry out improvement and achieve optimal
outcomes for patients
Update 2025-2026 280 Questions and 100%
Verified Correct Answers Guaranteed A+
"top box" - CORRECT ANSWER: Most frequently reported best result in each
composite.
3P Methodology - CORRECT ANSWER: Production, Preparation and Process
4 concepts of PFCC - CORRECT ANSWER: 1. Respect and Dignity.
2. Information Sharing.
3. Participation.
4. Collaboration
According to the Beryl Institute article, what are the three areas that integrate to create
patient experience - CORRECT ANSWER: quality, safety, and service
According to the Beryl Institute article, which method of patient survey is the most
effective? - CORRECT ANSWER: phone surveys. Tend to give more positive responses
than paper survey.
AHRQ - CORRECT ANSWER: Agency for Healthcare Research and Quality
Apologies which yield the best results - CORRECT ANSWER: scripted apologies
Apologize for ____________, not ________________. - CORRECT ANSWER:
Apologize for experiences, not acts.
,Ask Me 3 - CORRECT ANSWER: An educational program that encourages patient and
families to ask three specific questions of their providers to better understand their
health conditions and what they need to do to stay healthy
Ask Me 3: the questions - CORRECT ANSWER: 1. What is my main problem?
2. What do I need to do?
3. Why is it important for me to do this?
attunement - CORRECT ANSWER: Matching nonverbal language
Before offering a service recovery gift, take the _______ of the patient/family. -
CORRECT ANSWER: emotional temperature
BEST way to show respect for an individual - CORRECT ANSWER: Honor cultural and
personal choices.
Blameless Apology - CORRECT ANSWER: An apology offered without placing blame
on anyone
CLAS, Office of Minority Health - CORRECT ANSWER: CLAS is a tool that promotes
cultural and linguistic competence. CLAS standards are primarily directed at health care
organizations.
Classifications of Patient Rights - CORRECT ANSWER: Legal - those emanating from
law
Human Statements of Desirable Ethical Principles - the right to be treated with dignity
and respect
Common reasons regarding do you like of awareness in cultural competence -
CORRECT ANSWER: 1. Lack of knowledge resulting in an inability to recognize
differences
,2. Self protection and denial leading to an attitude that these differences are not
significant or that are common humanity transcends our differences
3. fear of the unknown or the new because it is challenging and perhaps intimidating to
understand something new that does not fit into one's worldview
4. feeling of pressure and due to time constraints, which can lead to feeling rushed and
unable to look in depth at an individual patient's needs
Communicating with the deaf or hard of hearing - CORRECT ANSWER: 1. Hearing aids
2. lip reading
3. sign language
4. TTY devices
5. Communication signs
6. whiteboards
7. assisted listening devices
Complaints are defined as: - CORRECT ANSWER: •Issues that are handled on the spot
•Billing issues
•all lost and found issues
Cost of one (1) dissatisfied patient - CORRECT ANSWER: 1 Million per Healthcare
Financial Management ongoing publication
$87,500 in hard costs
16 total soft costs
=$1,400,000
Creator of PDCA - CORRECT ANSWER: Walter A. Shewhart
, Culturally Competent Model of Care - CORRECT ANSWER: 1. Cultural awareness -
self-reflection of one's own biases
2. cultural knowledge - obtaining information about different cultures
3. cultural skill - conducting an assessment of cultural data of the patient
4. cultural encounters - personal experiences with patient of different backgrounds
5. cultural desire - process of anting to be culturally competent.
Culture subcategories affecting health care provision - CORRECT ANSWER: shared
values (family customs), shared beliefs (world view), religion, shared practices (who
makes decisions), dietary traditions, birth and death rituals, use of herbal or home
remedies
Customers retained over five years can be up to _________ percent more profitable
than a "revolving door" of customers who use healthcare services only once. -
CORRECT ANSWER: 377% more profitable
Dangers of ALL CAPS on location signs - CORRECT ANSWER: ALL CAPS changes the
shape of the word. By creating a rectangle, those with learning disabilities can no longer
recognize words. Those with learning disabilities may requires the hook of a lower-case
"g" to understand the word.
Definition of patient centered care - CORRECT ANSWER: When healthcare works
together across the continuum of care to meet the needs of the patient.
Definition of patient experience captures four core concepts which include - CORRECT
ANSWER: Interactions, culture, cross-continuum view and perceptions
Describe "Pay for performance" - CORRECT ANSWER: provide financial incentives to
hospitals, physicians, and other providers to carry out improvement and achieve optimal
outcomes for patients
