최신The Beryl Institute Certified Patient Experience Professional - CPXP무료샘플문제

A. Lean

B. SWOT analysis

C. Pareto principle

D. Process mapping

A. Seek additional information by reaching out to friends and colleagues who have been patients and ask whether they have had similar experiences.

B. Create communications training for front-line staff and physicians.

C. Work with unit leaders to develop and add a custom question to the patient experience survey.

D. Seek additional information by reaching out to patients and families to ask about their involvement in the care process.

A. Define where the care experience begins and ends.

B. Determine which patients/families should be shadowed.

C. Decide who should do the shadowing.

D. Construct a current care experience flow map.

A. Explain to the physicians about value in health care.

B. Create a meaningful physician recognition program.

C. Ensure they understand the goals of the institution.

D. Review all the negative comments that they receive.

A. Create a manual for PFAC members to read in order to understand internal protocols and how committees work.

B. Explain to the committee members that there will be patients (PFAC members) present at the meetings.

C. Train and coach PFAC members on committee participation so that they are valuable contributors.

D. Provide PFAC members with key talking points to guide their involvement with committees.

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

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 needs to improve by 67 percentile points.

A. Escalate to a senior leader.

B. Agree with the team member.

C. Create another shared work team.

D. Explain the reason for the change.

A. Perceive, design, scale, adapt

B. Prepare, direct, sustain, activate

C. Prioritize, delegate, select, assess

D. Plan, do, study, act

A. Project manager

B. Patient family advisor

C. Unit medical director

D. Chief financial officer

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

B. The patient's satisfaction score after discharge

C. The clinical outcome achieved during treatment

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

A. " You sound worried; others facing this feel a lot like you do. "

B. " I know just how you feel. "

C. " Now, now, don ' t jump to conclusions. "

D. " We will order three more tests to confirm what I am thinking. "

A. Identify change objective.

B. State a clear strategic vision.

C. Create a sense of urgency.

D. Build a guiding coalition.

A. Community engagement

B. Technological advances

C. Employee engagement

D. Financial resources

A. A national, standardized, publicly reported survey of patients' perspectives of hospital care

B. A financial benchmarking tool for payer reimbursement performance

C. A complaint-resolution workflow used only in ambulatory clinics

D. An internal employee engagement survey used only for hospital workforce culture

A. Capture complaints

B. Service recovery

C. Grievance letters

D. Kaizen events