CPXP Exam Study Guide with Complete Solutions HEART - Correct Answer Hear, empathize, apologize, respond, thank HEART - Correct Answer Hear, empathize, apologize, respond, thank LEARN - Correct Answer Listen, empathize, apologize, resolve, never leave them hanging.HCAHPS 8 Composites of Care - Correct Answer NDHPMHDO, Nurse communication, doctor communication, hospital staff responsiveness, pain management, medicine communication, hospital cleanliness and quietness, discharge information, overall hospital rating HCAHPS frequency scales - Correct Answer always, usually, sometimes, never HCAHPS VBP scoring - Correct Answer Achievement points and improvement points.Consistency score.Patient rights - Correct Answer Freedom from discrimination, medical information explained, know names of caregivers, right to refuse treatment, pain management, info about advance directives, accessibility to spiritual counseling, confidentiality, effective communication, confidential records, dignity, right to complain, access to medical record, right to info regarding associated agencies for care, accept or decline in research, discharge planning, estimated costs, patient visitation rights.Complaint - Correct Answer Concern voiced by a patient or patient's rep about service, care or treatment that can be resolved quickly by the staff present. Is resolved with the patient is satisfied with the actions taken on his/her behalf.Three Rs in religious diversity - Correct Answer Religion, respect, resources. What is the patient's religion? Respect: sacred texts, clothing, sacramental needs. Resources: chaplain, etc.Sympathy vs. empathy - Correct Answer Sympathy is feeling sorry for someone, empathy is walking in someone else's shoes. With empathy, an advocate can begin to understand the underlying emotions and pressures.Managing difficult behavior - Correct Answer Maintain adequate space, keep hands out of pockets, avoid threatening gestures, avoid rapid movements, avoid laughing, be calm, lower volume of voice, speak firmly, use short simple sentences, position by a safe exit, convey expectation that the patient can control behavior, stay in front but to the side of the patient, demonstrate listening behaviors, let patient vent, be honest 1 / 2
AIDET - Correct Answer Acknowledge (Mr. Smith), introduce (with experience), duration (length of test), explanation (explain the procedure), thank patient.Five pillars of excellence - Correct Answer people service quality finance and growth DESK model - Correct Answer Describe the behavior you have seen, evaluate how you feel, show what you want to see instead, know the consequences. "I have noticed you leave your work space in an inappopriate manner. I'm disappointed in this and want you to fix it. Let me show you how the space should look when you leave for the day. This is a verbal warning, if it happens again...then...." Heart Head Heart Model - Correct Answer Start with a caring message. "I'm sorry to see you in pain." Use a Head message next, sharing or gathering information. "Tell me more about the pain." End with an emotional message. "I want to help." Ask Tell Ask model - Correct Answer Find out what the patient already knows by asking him/her to tell you. Provide an explanation to meet the person's needs. Verify understanding by asking a question (teach back).Hard Conversations Model - Correct Answer State our positive intent, tell the truth fast, listen and understand, find common ground, identify options and the action plan, express appreciation The Caring Broken Record - Correct Answer To address repeated resistance, use this method: State your clear bottom line message, add lots of caring messages, continually repeat. For as long as the person resists, keep combining your bottom line message with a caring statement.Complaint - Correct Answer Concern voiced by a patient or patient's rep about service, care or treatment that can be resolved quickly by the staff present. A complain is resolved with the patient is satisfied with the actions taken on his/her behalf.Grievance - Correct Answer written or verbal complaint by a patient, or patient rep, about the patient's care. When a verbal complain by the patient is not resolved at the time of the complain by staff present. A written note attached to a patient survey.. An issue of abuse, neglect, patient harm or hospital compliance.Kotter's 8 stage Process for Organizational Transformation - Correct Answer Establish a sense of urgency, Create the guiding coalition, develop a vision and strategy, communicate the change vision, empower employees for broad based action, generate short term wins, consolidate gains and produce more change, anchor new approaches in the culture Communication - Correct Answer Correlates to: quality, safety and patient loyalty.Effective healthcare communication leads to increased satisfaction, increased trust with the clinician, improved overall health status and functional and psychological well being.
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