CPXP Practice Questions

A.  

Shaping organizational strategy

B.  

Providing opportunity for immediate recognition

C.  

Identifying patterns and trends for organizational change

D.  

Revealing needed facility-wide improvements

A.  

Viewing patient experience as only the responsibility of clinical staff

B.  

Managing policy mandates and regulatory requirements

C.  

Providing high-quality care to all patients

D.  

Reducing costs related to the patient experience

A.  

Compliment data and focus groups

B.  

Service recovery logs and community advisory committees

C.  

Post-visit phone call feedback

D.  

Patient (or family) complaints and patient satisfaction data

A.  

Sustaining acceleration

B.  

Picking a leader

C.  

Formulating a communication plan

D.  

Implementing rapid cycle improvement

A.  

Professional interpreters are not adequately trained to translate in medically challenging situations.

B.  

Family members, friends, and nonqualified staff are used as medical interpreters.

C.  

Administrators fail to hire bilingual staff to fulfill appropriate language services.

D.  

Staff overlook cultural nuances, creating assumptions that affect patient safety.

A.  

Review patient satisfaction comments in order to solicit ideas for the formation of the PFA

C.  

B.  

Engage currently admitted patients and families to obtain ideas on next steps for the formation of the PFA

C.  

C.  

Present the idea to unit-based staff for their input, taking into consideration feedback that they have obtained from their own professional experiences.

D.  

Read available literature and consult with other organizations who have successfully implemented patient and family advisory committees.

A.  

Creating a sense of commitment

B.  

Creating a sense of engagement

C.  

Creating a sense of urgency

D.  

Creating empathy among employees

A.  

Engaging the community in providing improvement feedback

B.  

Integrating a patient/family representative into the improvement team

C.  

Ensuring a broad range of voices across the organization are involved

D.  

Monitoring social media for feedback and improvement opportunities

A.  

The unit needs to improve by 67 percentile points.

B.  

The unit is performing better than 67 percent of its peers.

C.  

The unit is the 67th best performing unit in its peer group.

D.  

The unit has 67 percent of patients reporting they are satisfied.

A.  

Anecdotal

B.  

Quality

C.  

Qualitative

D.  

Quantitative