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| Section | Objectives |
|---|---|
| Topic 1: Organizational Culture and Leadership | - Employee Engagement - Culture Change - Leadership Rounding - Strategic Role of Patient Experience |
| Topic 2: Partnership and Advocacy | - Effective Communication - Patient & Family-Centered Care - Patient Rights and Advocacy - Service Recovery |
| Topic 3: Measurement and Analysis | - Survey Methodology - Translating Data into Action - Statistical Concepts - HCAHPS |
| Topic 4: Design and Innovation | - Journey Mapping - PX Program Development - Innovation Methods - Service Design Thinking |
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질문 # 112
Which of the following actions BEST contributes to establishing a systematic approach to both operational performance and behavioral improvement for healthcare organizations?
정답：D
설명：
This question aligns with Organizational Culture and Leadership , particularly building a systematic, organization-wide approach to improvement . Option C is correct because involving a broad range of voices across the organization ensures that both operational processes and behavioral practices are addressed holistically. CPXP emphasizes that sustainable improvement requires cross-functional collaboration , where leaders, frontline staff, and support teams all contribute insights and ownership. Option A and B are valuable but more limited in scope, focusing on specific stakeholder groups rather than the entire organization. Option D provides useful feedback but is not a structured or comprehensive improvement strategy. A systematic approach in CPXP involves alignment, inclusivity, and shared accountability , which is best achieved by engaging diverse perspectives across all levels of the organization.
질문 # 113
What do patient feedback measures capture patient perceptions of?
정답：C
설명：
This question aligns with Measurement and Analysis , focusing on how patient experience data is captured and interpreted. Patient feedback measures, such as surveys (e.g., HCAHPS), are designed to capture patients' perceptions of what occurred during their care and how often those events happened . Therefore, Option B is correct. These measures focus on frequency-based questions like "How often did nurses listen carefully?" rather than exact timing or location. This approach provides standardized, comparable data that reflects consistency of care delivery. Options A, C, and D emphasize time or location, which are not the primary focus of patient perception surveys. CPXP principles highlight that understanding both what happened and the consistency of those experiences is essential for identifying improvement opportunities and enhancing patient- centered care.
질문 # 114
A patient experience professional is meeting with a group of front-line nurses on a medical/surgical unit to identify why they are having difficulty hourly rounding on their patients. Which process improvement tool should be used to determine the root cause?
정답：B
설명：
This question aligns with Design and Innovation , particularly process improvement and root cause analysis.
The correct answer is Option B , the "5 Whys" exercise , which is a simple yet powerful tool used to identify the underlying cause of a problem by repeatedly asking "why" until the root issue is uncovered. CPXP principles emphasize that effective improvement requires going beyond surface-level symptoms to understand the true drivers of challenges. In this case, difficulties with hourly rounding may stem from workflow inefficiencies, staffing issues, or communication gaps, all of which can be uncovered through structured questioning. The other options are less appropriate: regression analysis (A) is statistical, control plans (C) focus on sustaining improvements, and inter-rater reliability (D) assesses consistency between evaluators. The
"5 Whys" is ideal for frontline engagement and practical problem-solving.
질문 # 115
Which should be the FIRST step in implementing a bedside shift report as a new process?
정답：D
설명：
This question aligns with Organizational Culture and Leadership , particularly change management and staff engagement. CPXP principles emphasize that successful implementation of new processes begins with creating understanding and buy-in among staff. Option C is correct because establishing why the change is necessary builds purpose, reduces resistance, and fosters intrinsic motivation. Without this foundation, staff may comply superficially but not sustain the change. Option A (education) is important but should come after staff understand the reason for change. Option B (mandating) can create resistance and does not support a positive culture. Option D (written commitment) is premature without engagement. CPXP highlights that sustainable culture change starts with shared purpose, communication, and alignment , ensuring staff feel involved rather than forced into new practices.
질문 # 116
What is the KEY ingredient in connecting everyone's role to the patient experience?
정답：D
설명：
This question aligns with Organizational Culture and Leadership , focusing on how organizations create alignment between individual roles and the overall patient experience. The key ingredient is clarity of purpose
, making Option C correct. When staff clearly understand why their work matters and how it impacts patient outcomes and experiences , they are more engaged, accountable, and motivated to deliver patient-centered care. Clarity of purpose connects daily tasks to a broader mission, reinforcing consistency across the organization. Option A (incentives) and Option D (recognition) can motivate behavior but do not create deep understanding or alignment. Option B (coaching) supports development but depends on an already defined purpose. CPXP principles emphasize that a clearly communicated purpose is foundational to building a culture where every team member contributes meaningfully to the patient experience.
질문 # 117
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