CPXP by Kathryn 06 Questions with

CPXP by Kathryn 06 Questions with Complete Solutions HVBP stands for - Correct Answer Hospital Value Based Purchasing HVBP defined - Correct Answer medicare system of reimbursing for quality care DRG stands for - Correct Answer Diagnosis Related Group DRG defined - Correct Answer a class of illnesses for which Medicare pays a fixed amount instead of what is actually paid out to treat patient Level of diversity in healthcare workers vs. patients - Correct Answer level of diversity is uneven

• areas of cultural sensitivity - Correct Answer communication, personal space, eye

contact, family organization, values, religion

• core competences of Patient Family Centered Care - Correct Answer respect,

information, participation, collaboration 11 strategies to support PFCC - Correct Answer mission statement, strategic plan, PACs, patien stories, share outcomes, leadership reounds, established patient channels of communication, patient input on policy, training caregivers on PFCC, empathetic language, health literacy

• goals of the patient bill of rights - Correct Answer support and protect rights, safety,

education, expectations, patient responsibilities medicare beneficiary billing complaint relting to rights requires what response - Correct Answer medicare beneficiary billing complaint = grievance a complaint related to CMS hospital conditions of participation requires what response - Correct Answer complaint related to CMS hospital conditions=grievance Where must contact person for grievance be written down? - Correct Answer in patient rights

• things that must be in a response to a grievance - Correct Answer hospital contact,

steps of investigation, results of grievance, date of completion How long does a hospital have to reply to a grievance - Correct Answer 7 days How long does a hospital have to resolve a grievance - Correct Answer 30 days 1 / 2

• step model to service recovery (ALFAFR) - Correct Answer apologize, listen, fix,

atone, follow up, remember promise

• de-escalation strategies - Correct Answer empathy, clarify, respect, body language,

permit venting, avoid overreaching, non verbal (eye contact, soft, space), be aware of sensory environment

• acronymed communication strategies - Correct Answer SBAR, HEART, HEAT, AIDET

SBAR - Correct Answer situation, background, assessment, recommendation HEART - Correct Answer hear, empathize, acknowledge, respond, thank HEAT - Correct Answer hear, empathize, apologize, take responsibility AIDET - Correct Answer acknowledge, introduce, duration, explanation, thank you NC Picker - Correct Answer a 3rd party private data measurement contractor Can NC Picker and Press Ganey be customized - Correct Answer can be customized quantitative vs. qualitiative data - Correct Answer mixed is best= quantity is std numbers, quality is in person interview/comments

• issues with patient reported data - Correct Answer patients have no medical training,

outcome can be affected by something other than process, patient may be motivated by something other than improving process (eg getting a Rx)

• examples of qualitative data - Correct Answer mystery shoppers, cameras, guided

tours regulatory requirements measure experience or satisfaction - Correct Answer they measure experience How long must a hospital wait to distribute PX survey - Correct Answer 48 hours post d/c mean - Correct Answer average mode - Correct Answer most frequently occurring score median - Correct Answer the middle score in a distribution; half the scores are above it and half are below it inclusive range - Correct Answer Highest score minus the lowest score plus 1

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