The Beryl Institute Certified Patient Experience Professional - CPXP 模擬練習

A. Conduct a Kaizen event.

B. Read the patient's grievance.

C. Go to the Gemba.

D. Interview the patient advocate.

A. Transparently posting physician patient satisfaction data in the organization and creating a competitive environment

B. Involving physicians in training and improvement strategies regarding communication in health care

C. Providing recurrent, consistent education and building understanding for such things as pay-for- performance programs and how they may impact them personally

D. Implementing a provider compensation program in which service metrics are tied to salaries and physicians are awarded for their patient satisfaction scores

A. The patient's satisfaction score after discharge

B. The efficiency of registration, billing, and discharge processes only

C. The clinical outcome achieved during treatment

D. The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care

A. Poor communication

B. Lack of community partnerships

C. Ease of access

D. Fear of stigma

A. A previous fiscal year's percentile ranking for Likelihood to Recommend on the state benchmark

B. A year-to-date top-box score for Overall Rating 0 to 10

C. A list of key drivers' performance within the past two fiscal years

D. A 3-to-5-year series trend of the organization's overall percentile ranking on the national benchmark

A. The unit needs to improve by 67 percentile points.

B. The unit is performing better than 67 percent of its peers.

C. The unit has 67 percent of patients reporting they are satisfied.

D. The unit is the 67th best performing unit in its peer group.

A. Patient's right to file a complaint

B. Confidentiality of personal health information

C. Informed consent

D. Respect for cultural diversity

A. Form a patient experience team with front-line staff to improve the patient experience.

B. Provide employees training in improving the patient experience.

C. Create a mandate that all employees participate in improving the patient experience.

D. Invite staff to participate in focus groups on improving patient experience.

A. In between the "Zone of Disruption" and "Zone of Adoption"

B. In between the "Zone of Adoption" and "Zone of Better Performance"

C. At the midpoint of the "Zone of Status Quo"

D. In between the "Zone of Status Quo" and "Zone of Disruption"

A. Hiring new staff who agree change is needed

B. Skills training to make the change successful

C. Setting a timeline for change that coincides with performance evaluations

D. Awareness of the need for change and why the change matters

A. Process design research

B. Experience design research

C. Quantitative analysis research

D. Ethnographic research

A. Integrating the patient ' s or resident ' s personal goals and ensuring engagement in their care

B. Developing the plan of care and letting the patient know what to expect

C. Adjusting the level of staffing in order to allow time for patient, resident, and family connections

D. Encouraging the family to participate in the patient or resident experience

A. Debate

B. Discussion

C. Description

D. Dialogue

A. Shaping organizational strategy

B. Providing opportunity for immediate recognition

C. Identifying patterns and trends for organizational change

D. Revealing needed facility-wide improvements

A. Reaffirming the value of the time one will invest in the effort

B. Securing a diverse range of patients and experiences

C. Communicating the process objectives to patients

D. Creating the necessary incentive program for engagement