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| Section | Objectives |
|---|---|
| Topic 1: Strategy and Design | - Experience strategy development
|
| Topic 2: Measurement, Analysis, and Performance Improvement | - Patient experience measurement systems
|
| Topic 3: Leadership and Accountability | - Organizational leadership commitment to patient experience
|
| Topic 4: Patient, Family, and Community Engagement | - Engagement strategies
|
| Topic 5: Culture and Engagement | - Building a patient-centered culture
|
| Topic 6: Human Experience Principles | - Foundations of human experience in healthcare
|
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질문 # 41
Which is the BEST way to help patient and family advisory council (PFAC) members communicate effectively in meetings and in front of committees?
정답：C
설명：
This question aligns with Partnership and Advocacy , emphasizing meaningful engagement and empowerment of patient and family partners. Option B is correct because training and coaching PFAC members equips them with the skills, confidence, and understanding needed to actively participate and communicate effectively in committee settings. This approach supports true partnership , ensuring PFAC members are not just present but are prepared to contribute valuable insights and perspectives. Option A may guide participation but can limit authentic voice. Option C focuses on informing others rather than supporting PFAC members. Option D provides passive information without skill-building. CPXP principles stress that effective engagement requires capacity-building and support , enabling patients and families to be equal, informed partners in decision-making and improvement efforts.
질문 # 42
What are the steps of the PDSA cycle?
정답：A
설명：
This question aligns with Design and Innovation , particularly quality improvement methodologies used in patient experience initiatives. Option B is correct because PDSA stands for Plan, Do, Study, Act , a widely used iterative framework for testing and implementing changes in healthcare. In the Plan phase, a change is identified and a strategy is developed; in Do , the change is tested on a small scale; in Study , results are analyzed to determine effectiveness; and in Act , the change is refined, adopted, or adjusted based on findings.
CPXP emphasizes PDSA as a key tool for continuous improvement , allowing organizations to test ideas in real-world settings and make data-driven decisions. The other options include incorrect sequences that are not recognized improvement frameworks.
질문 # 43
The patient experience professional identifies experience-based co-design (EBCD) as the best approach to understand and ease growing challenges in an outpatient oncology setting. Which of the following is the BEST strategy to increase stakeholder collaboration in the process?
정답：B
설명：
This question aligns with Design and Innovation , specifically experience-based co-design (EBCD) , which emphasizes collaboration between patients, families, and staff to improve care processes. Option B is correct because EBCD relies on interactive, collaborative workshops where stakeholders share experiences, identify priorities, and co-create solutions together. CPXP principles highlight that meaningful collaboration occurs when patients and staff engage in dialogue, storytelling, and joint problem-solving , rather than working in isolation. Option A is top-down and lacks co-design, Option C is limited to patients only, and Option D is purely data collection without collaboration. Workshops create a shared understanding of experiences and foster partnership, making them the most effective strategy to increase stakeholder engagement and drive meaningful improvements in patient-centered care.
질문 # 44
How do service recovery models BEST ensure understanding and resolution of patient and family concerns?
정답：C
설명：
This question aligns with Organizational Culture and Leadership , particularly around service recovery and accountability. CPXP principles emphasize that effective service recovery requires a proactive, organization- wide approach , where all staff are empowered to respond immediately to patient concerns . Option B is correct because it ensures timely resolution, reduces escalation, and demonstrates a culture of ownership and responsiveness. When frontline staff are empowered, they can address issues in real time, which is critical to rebuilding trust. Option A (compensation) is only one limited tactic and not the core of service recovery.
Option C (formal apology) is important but insufficient alone. Option D (encouraging patients to speak up) supports feedback but does not ensure resolution. CPXP highlights that empowerment, responsiveness, and accountability are key to effective service recovery systems.
질문 # 45
What is the first step in the Kotter 8-Step process for leading change?
정답：C
설명：
This question aligns with Organizational Culture and Leadership , as CPXP emphasizes structured change management approaches like Kotter's model to drive patient experience improvement. The first step in Kotter' s 8-Step Change Model is "Create a sense of urgency." This step is critical because it helps stakeholders recognize the importance of change and motivates action. In the context of patient experience, urgency may be established through patient feedback, safety concerns, or performance data that highlight gaps in care.
Without urgency, organizations often face resistance or lack of engagement. Other steps-such as building a guiding coalition or developing a vision-come later and depend on initial buy-in. CPXP highlights that successful culture transformation begins by clearly communicating why change is necessary to align teams and leadership toward shared improvement goals.
질문 # 46
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