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CPXP EXAM STUDY GUIDE
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CPXP EXAM STUDY GUIDE
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CPXP EXAM STUDY GUIDEExperience Based Co-Design (EBCD)
Enables staff and patients to co-design services together in partnership.
Affinity diagram
Organizes a large number of ideas into their natural relationships.
When to use an affinity diagram
1) When you are confronted with many facts or ideas in apparent chaos,
2) When issues seem too large and complex to grasp,
3) When group consensus is necessary.
Typical situations to use affinity diagrams
After a brainstorming exercise and when analyzing verbal data (i.e. survey results)
Bias
A tendency or inclination that results in judgment without question. Refers to the mechanism of the brain that operates on associations. It's an automatic response. It's a shortcut to interact with the world around us.
Explicit vs. implicit bias
When a person is aware of their bias, it is called explicit bias; when they aren't, it is called implicit bias.
Complaint
A concern voiced by a patient, or patient's representative about service, care or treatment that can be resolved quickly by the staff present (less than 24 hours)
When is a complaint considered resolved
When the patient is satisfied with the actions taken on his or her behalf
Culture
The collective programming or wiring of the human mind acquired over time that distinguishes the members of one human group from another through their behaviors that include self-worth and esteem, thoughts, communication, action, values and beliefs and that also guide decision making Cultural Competency
A set of congruent behaviors, attitudes and policies that come together to enable effective work in cross-cultural situations.
Cultural Sensitivity
Being aware of cultural differences and doing what is necessary to recognize your own cultural values and biases.
Diplomacy
Creating alliances & agreements. Means you have a skill dealing with people
Descriptive Statistics
Values that describe the characteristics of a sample or population.
Direct/positive Correlation
The values of both variables change in the same direction.
Empathy
The feeling that you understand and share another person's experiences and emotions: the ability to share someone else's feelings
Ethnography
A form of qualitative research that allows a trained observer to observe and document the experience. A core component of Human Centered Design and Co-Design
Experience Based Design (EBD)
Both a philosophy and set of methods focused on understanding the experiences and emotions of those who are involved in receiving and delivering health care services; striving to understand what people naturally feel and do. A method of designing better experiences for patients, families and staff.
Frequency Distribution
Visual displays that organise and present frequency counts so that the information can be interpreted more easily
Grievance ~ Written or verbal complaint
~ Not able to be resolved at time of complaint
~ Any concern presented in writing
~ Complaint regarding abuse, neglect, patient harm, or hospital compliance
Health literacy
The degree to which individuals have the capacity to obtain, process, and understand basic health information and services needed to make appropriate health decisions
Histogram
A graphical representation of a frequency distribution
Indirect/negative correlation
The values of variables move in opposite direction
Lean Process Improvement
Continuously improving any process through the elimination of waste in every step of manufacturing
Basic principles of Lean
~ Focus on effectively delivering value to your Customer,
~ Respect and engage the people,
~ Improve the Value Stream by eliminating all types of waste,
~ Maintain Flow,
~ Pull Through the System,
~ Strive for Perfection
Mean
A type of average where scores are summed and divided by the number of observations
Median
The point at which 50% of the cases in a distribution fall below and 50 % fall above; 50th percentile; the middle value
Mode
The most frequently occurring score in a distribution
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