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CPXP PRACTICE EXAM
During nurse rounding, a mother complains that the whiteboard in her childs room is not always up to date. What is the best FIRST step for the person conducting the rounding? Apologize to the mother and thank her for this feedback. A patient, Mrs. Garza, is agitated as she reaches the registration desk late for her first appointment. After greeting Mrs. Garza, which of the following comments is BEST coming from the receptionist? We are glad you are here, sorry you had trouble with the directions, please have a seat and we will be with you shortly A hospital received a letter from a patient attached to a patient experience survey requesting a review of the patients inpatient stay, given concerns related to lack of coordinated care among the providers causing financial hardship and stress to the family The hospital should treat the communication as a grievance A hospital patient is extremely upset with the communication from her provider on the plan of care. What is the BEST strategy among the following? Listen empathetically to the patient Is there a timeframe by which a grievance must be resolved? On average, 7 days, unless informed that follow up will be provided within a stated number of days. When is a grievance considered resolved? Patient is provided with written notice that contains the name of the organizations contact person, the steps taken on behalf of the patient, the results of the process and date. When the patient receives the letter and is satisfied with the actions taken on his/her behalf the grievance is considered resolved. Can billing concerns be a grievance? Not usually considered Should I capture info obtained with satisfaction surveys and make them grievances?
If the patient writes or attaches to the survey and requests resolution, than the complaint is a grievance. Other survey responses are not considered Complaints OR grievances. How many items are on the HCAHPS survey 29 A standardized approach to gathering, analyzing and reporting information on consumers and patients experiences with health care services VBP (HCAHPS plans a role in hospital payment, through VBP) It is important that the data we collect and present is both valid and reliable Roughly ____% of all data falls within 1SD +/- of the mean 68% If you include data that falls within 2SD of the mean, you should capture roughly ___% of all responses 95% ____Scales tell us about the order, the exact value between units AND has an absolute zero Ratio scales (ex: height and weight) Run charts are similar to produce, but do not allow for the full range of analytic techniques supported by Control Charts Any communication strategy should always begin with an understanding of who you will be presenting the data to and defining the overall goals and objectives you are aiming to acheive. When computing the standard deviation, what do you need to do FIRST as a measure of central tendancy Compute the Mean The patient experience professional is tasked with reviewing written comments received in response to its patient survey. Of the following tools what tool would be MOST useful to sort and organize the comments? Affinity Diagram
The process by which a patient and provider make health care decisions together, taking into account the best scientific evidence available as well as the patients values and preferences is COMMONLY described as Shared Decision Making Building a case for your organization to form a patient and family advisory council, name the benefits EXCEPT: Decreases likelihood of patient leaving against medical advice supports creation of patient centered care culture promotes partnership with family and patients effective method of receiving and responding to patients needs The following is NOT an example of gemba director auditing a clinic managers work (A gemba involves direct contact with a customer- patient) The sum of all _____shaped by an organizations____that influence patients_____accross the ____of care interactions, culture, perceptions, continuum Strategy Development and Execution (Role of leadership) Clarity, accountability, drive ownership IHI believes that new designs must be developed to simultaneously pursue all three dimensions (the triple aim). Which are: Population health, experience of care, per capita cost (4th-joy of work) One of the first tings that is important to do to increase the likelihood of success (of PX practice) is to ensure that all key stakeholders impacted by the change, have a clear understanding of why the change is important. (Improves successful implementation and can have positive impact on employee engagement.) In a report published by the Point of Care Foundation, what four enablers of healthcare employee engagement are there strong strategic narrative leadership that is visible
leaders who are engaged and focused employees that are empowered and encouraged to share organizational integrity Employee engagement is a relational dynamic, meaning: the relationship an individual has with the organization, their leader and the teams they work with everyday Historical meaning of coaching from where they were, to where they wanted to go does not mean doing or implementing the change, but it means making it easy for the change to occur.....facilitates the change. what is the BEST way of knowing an organization has built individual accountability for patient experience Each employee assumes responsibility for improving patient experience A unit secretary has a habit of ignoring the families and patients as they enter the unit, creating a less welcoming environment. What is the MOST effective tool to provide information to the unit secretary about his behavior Feedback What action is the MOST effective way to foster employee engagement The department leaders consistently conduct employee rounding As noted by Quint Studer in Hardwiring Excellence, which of the statements are the MOST accurate about the ratio of criticism to recognition Studies have shown that employees need to receive three compliments to one criticism The larger the standard deviation The larger the average distance each data point is from the mean (average of the distribution) Which best describes when a grievance is considered resolved when the patient is satisfied with actions taken on his/her behalf Health literacy is BEST described as the degree to which individuals have the capacity to obtain, process, and understand basic health information and services needed to make appropriate health decisions
A change in the health of an individual, group of people, or population that is attributable to an intervention or series of interventions When an organization is tasked with improving the patient experience, an effective interactive solution-focused process that empowers an individual to facilitate self-directed learning is Coaching (FACILITATE) The patient experience professional is asked to coach a manager whose unit is receiving lower patient experience scores. Of the following, what is the FIRST step the patient experience professional should take to understand the current state Prepare through observation and validation All of the following are considered proven practices and have demonstrated positive outcomes on patient experience EXCEPT Performance Evaluations What are the characteristics of servant leadership Employs effective listening skills, attends to the whole person, connects to feelings and perspectives of others NOT (establishes a hierarchical relationship). Your organization recently implemented hourly rounding. As the unit leader, you observe a nurse doing an excellent job performing this new patient experience practice. What is the MOST effective way for you to recognize the employee? Immediately approach and share specific feedback about your observations and thank her for being a great role model. In a healthcare organization, what title BEST describes who ultimately owns the patient experience? Chief Executive Officer Limited Health literacy is associated with Higher mortality rates lower levels of health knowledge greater use of inpatient and emergency department poor medicine adherence T/F: You can tell how health literate a person is by knowing what grade he or she completed in school FALSE
What skills are considered to be components of health literacy ability to understand and use numbers reading skills speaking skills ability to understand what is said writing skills ALL OF THE ABOVE T/F: Being anxious affects a persons ability to absorb, recall and use health information TRUE What is the average reading level of U.S Adults? 8-9 grade What is the grade level at which health related info is typically written 10th grade or higher What is the best reading level for written materials used with patients 5-6 grade T/F It is a good health literacy practice to assume that each patient you communicate with has limited health literacy TRUE
