CPXP Exam with Correct Answers 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 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 1 / 2
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 SBAR - Correct Answer Situation Background Assessment Recommendation HEART - Correct Answer Hear Empathize Acknowledge Respond
- / 2