CPXP Exam Study Guide (in progress)
GRADED A
Patient Experience definition (Beryl Institute) - CORRECT ANSWER The sum of
all interactions, shaped by an organization's culture, that influence patient perceptions
across the continuum of care.
CIQ - CORRECT ANSWER Cultural IQ test: Measures cul...
Patient Experience definition (Beryl Institute) - CORRECT ANSWER The sum of
all interactions, shaped by an organization's culture, that influence patient perceptions
across the continuum of care.
CIQ - CORRECT ANSWER Cultural IQ test: Measures cultural engagement with
10 questions on a scale of 1-10
What 3 elements do patients use in choosing healthcare? - CORRECT ANSWER
1- Cost
2- Quality
3- Service
transformational leadership - CORRECT ANSWER inspiring and championing
followers to make the best decisions so that they might become leaders
Mission, Vision, Values - CORRECT ANSWER Mission: why we are here
Vision: where we aspire to go
Values: the rules we live by
Circle of Growth - CORRECT ANSWER Employee loyalty leads to
Customer loyalty leads to
Increased Profits leads to
Investment of Profits in Staff Development
Possible lifetime value of a patient to a hospital - CORRECT ANSWER $200,000
Cultural Competence - CORRECT ANSWER a set of congruent behaviors,
attitudes, and policies that come together in a system, agency, or among professionals
that enables effective work in cross-cultural situations.
*one of the main factors needed to close the disparities gap in healthcare
REGARDS of diversity - CORRECT ANSWER Race
Ethnicity
Gender
Age
Religion
Disability
,Sexual orientation
Core competencies of PFCC - CORRECT ANSWER Respect, dignity
Information sharing
Participation
Collaboration
Patient Rights & Responsibilities - CORRECT ANSWER Informed consent
Privacy
Access to medical records
Patient Bill of Rights: supports and protects rights, safety/quality, inform/educate
patients, set expectations, encourage patient to assume reasonable responsibilities
HEDIS - CORRECT ANSWER Healthcare Effectiveness Data and Information Set
, is the measurement tool used by over 90% of health plans
National Committee for Quality Assurance develops
Core Concepts of PFCC - CORRECT ANSWER Respect/Dignity, Information
Sharing, Participation, Collaboration
Define Patient & Family Centered Care - CORRECT ANSWER 1. Promotes the
health & well-being of individuals and families
2. An approach to the planning, delivery and evaluation of healthcare
3. Grounded in mutually beneficial partnerships & collaboration
Common Communication Frameworks - CORRECT ANSWER AIDET
Heart Head Heart
PEARLS
RELATE
SBAR
E4 Model
4 Habits
Define Sympathy - CORRECT ANSWER Sympathy implies sharing or having the
capacity to share the feelings of another person
Define Empathy - CORRECT ANSWER Empathy tends to be used to mean
Imagining or having the capacity to imaging feelings that one does not actually have.
Define Culture - CORRECT ANSWER the integrated, accepted pattern of human
behavior, including thought, speech, beliefs, actions, and artifacts
Define Competence - CORRECT ANSWER Capacity to function effectively as an
individual and an organization with the context of the cultural beliefs, behaviors and
needs of the community
Define cultural competence - CORRECT ANSWER Coming together to
understand other cultures. A set of shared beliefs.
Define Cultural Senstivity - CORRECT ANSWER Awareness and recognition that
are difference between cultures. "I know my beliefs are not necessarily yours"
Define Culturally Competent Healthcare Professional - CORRECT ANSWER A
healthcare individual who views patients/families as unique individuals whose
perspective of clinical care are affected by past experiences, believes, values and
language
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