CPXP EXAM, CERTIFIED PATIENT
EXPERIENCE PROFESSIO NAL, CPXP TEST
BANK, CPXP QUESTIONS AND ANSWERS,
PATIENT EXPERIENCE C ERTIFICATION,
CPXP STUDY GUIDE, CPXP PRACTICE
TEST
(a) Question : during nurse rounding a mother complains that
the whiteboard in her child's room is not always up to date.what is the best first step for the person conducting the rounding?
Correct Answer: apologize to the mother and thank her for
this feedback
(b) Question : a patient is agitated as she reaches the
registration desk late for her first appointment. after greeting her which of the following comments is the best coming from the receptionist?
Correct Answer: we're glad you're here. sorry you had
trouble with the directions. please have a seat we'll be with you shortly.
(c) Question : a hospital receives a letter from a patient
attached to a patient survey requesting a review of the patient's stay. how should the hospital classify this?
Correct Answer: the hospital should treat the
communication as a grievance
(d) Question : a patient is extremely upset with the
communication from her provider on plan of care what is the best strategy to address?
Correct Answer: listen empathetically to the patient
(e) Question : are billing issues considered grievances?
Correct Answer: no
(f) Question : should information obtained by satisfaction
surveys be made into grievances?
Correct Answer: not unless the patient specifically requests
resolution
(g) Question : calculate the Mean of this set:
78, 80, 80, 82
Correct Answer: 80
(h) Question : these data sets all have a Mean of...?
Correct Answer: 7, 6, 3, 3, 1
2, 4, 4, 5, 5
4, 4, 4, 4, 4
5, 5, 5, 0, 5
4
(i) Question : what is the Median of this data set? k=$1000
Correct Answer: 15k, 17k, 13k, 15k, 18k, 14k, 92k, 15k,
97k 18k
(j) Question : what is the mode in the following data set?
50, 66, 68, 70, 70, 90, 93, 99
Correct Answer: 70 (most frequently occurring)
(k) Question : How do you know when Data is VALID?
Correct Answer: when it measures what it is supposed to
measure
Most common types:
Content Validity Criterion validity Construct Validity
(l) Question : How do you know when Data is RELIABLE?
Correct Answer: when it produces similar results under
consistent conditions
Test-Retest Reliability Parallel Forms Reliability Internal Consistency Reliability
Interrater Reliability
(m) Question : What sample size is the necessary for results
to be considered reliable?
Correct Answer: n size of 30
(n) Question : Correlation is not what?
Correct Answer: causation
(o) Question : when computing the standard deviation, what
do you need to do first as a measure of central tendency?
Correct Answer: Compute the MEAN
(p) Question : the patient experience professional is tasked
with reviewing written comments received in response to its patient survey. What tool would be most useful to sort and organize the comments?
Correct Answer: Affinity Diagram
(q) Question : a team from physical therapy is planning to
sample its patients to understand their perceptions of care.plan includes a survey that was not reviewed by PFAC. to maximize responses as many patients as possible will be handed surveys at the end of the appointment all others will receive the survey in the mail. what concerns should you raise about the survey administration?