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| Section | Weight | Objectives |
|---|---|---|
| Organizational Culture and Leadership | 26% | - Leading experience strategy and vision - Building supportive culture and capability - Advancing the profession and practice - Aligning governance and resources |
| Design and Innovation | 22% | - Integrating experience into design - Evaluating impact of changes - Innovating processes and services - Co-designing solutions with patients and families |
| Partnership and Advocacy | 29% | - Promoting person-centered care principles - Advocating for patient rights and values - Engaging patient and family voices - Building partnerships with stakeholders |
| Measurement and Analysis | 23% | - Analyzing and interpreting results - Reporting findings and driving improvement - Designing and implementing experience measurement - Collecting and validating feedback data |
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問題 #71
Which leadership action MOST supports a sustainable culture of patient experience improvement?
答案：B
解題說明：
This question belongs to Organizational Culture and Leadership because CPXP views leaders as central to shaping expectations, accountability, and the daily behaviors that sustain experience improvement. C is the best answer because it combines clear goals, active leadership presence, and follow-through on feedback. The Beryl Institute identifies accountable leadership with committed time and focused intent as a guiding principle for experience excellence, and its leadership resources describe leadership rounding as an essential practice for sustaining culture. Purposeful rounding also helps ensure that the voice of the patient is not only heard but acted on in a timely way. In contrast, A restricts transparency, B isolates ownership, and D delays action.
Sustainable patient experience culture requires visible, shared, and ongoing leadership engagement.
問題 #72
In which of the following methodologies for process improvement is emotional mapping used as an analytical tool?
答案：D
解題說明：
This question aligns with Design and Innovation , particularly patient-centered improvement methodologies.
Experience-based co-design (EBCD) is the correct answer because it explicitly incorporates emotional mapping as a key analytical tool. Emotional mapping captures how patients and families feel at different points in their care journey, identifying "touchpoints" that significantly impact the experience. This method enables healthcare teams to understand not just processes, but the emotional highs and lows that shape perceptions of care. Options A (PDCA), C (TQM), and D (Lean) focus primarily on process efficiency and performance improvement, but they do not specifically use emotional mapping as a core tool. CPXP principles emphasize that understanding emotional experiences is essential to designing truly patient-centered improvements, making EBCD a powerful methodology.
問題 #73
Which nonverbal cue demonstrates empathy while performing service recovery?
答案：A
解題說明：
This question falls under Partnership and Advocacy , which emphasizes building trust, emotional connection, and respectful engagement with patients and families. In CPXP practice, empathy is communicated not only verbally but also through nonverbal behaviors . Option A (Maintaining eye contact) is the best answer because it demonstrates attentiveness, presence, and genuine concern-key components of empathetic communication during service recovery. Option B is verbal, not nonverbal. Option C (writing notes) may appear attentive but can reduce personal connection if overused. Option D (remaining standing) may create a power distance and signal disengagement. CPXP principles highlight that effective service recovery requires active listening, emotional validation, and nonverbal cues like eye contact and open body language to rebuild trust and improve the patient experience.
問題 #74
Which approach is MOST consistent with Design and Innovation when improving the discharge experience?
答案：B
解題說明：
This question fits Design and Innovation because the CPXP handbook describes this domain as driving innovation and influencing the design of processes and systems that add value to the patient and care partner experience. The strongest response is C because it reflects co-design, iteration, and testing with the people directly affected by the process. The Beryl Institute highlights that patient and family partners should help co- design systems, processes, and behaviors, and that full collaboration through design thinking strengthens improvement efforts. AHRQ discharge resources also emphasize patient and family engagement in discharge planning and education, showing that redesigning discharge should be done with patients, not merely for them. Options A, B, and D fail to center the lived experience of patients and care partners during redesign.
問題 #75
Which is the BEST way to de-escalate a situation in which a patient is acting in an agitated, aggressive manner?
答案：D
解題說明：
This question aligns with Partnership and Advocacy , particularly communication and safety in high-stress interactions. Option C is correct because using short, simple sentences helps reduce confusion, lowers emotional intensity, and promotes clarity during escalation. CPXP principles emphasize that in tense situations, communication should be calm, clear, and direct to help the patient regain a sense of control.
Option A (smiling) may be perceived as dismissive or inappropriate in serious situations. Option B (standing close) can escalate aggression by invading personal space, and Option D (hands in pockets) may appear disengaged or unsafe. Effective de- escalation requires maintaining a calm tone, appropriate distance, and clear communication to ensure both patient and staff safety while preserving dignity and respect.
問題 #76
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