CPXP Exam __ Questions And Answers (100% Correct) Patient Experience definition (Beryl Institute) - The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care.CIQ - Cultural IQ test: Measures cultural engagement with 10 questions on a scale of 1-10 What 3 elements do patients use in choosing healthcare? - 1- Cost 2- Quality 3- Service transformational leadership - inspiring and championing followers to make the best decisions so that they might become leaders
Mission, Vision, Values - Mission: why we are here
Vision: where we aspire to go
Values: the rules we live by
Circle of Growth - Employee loyalty leads to Customer loyalty leads to Increased Profits leads to Investment of Profits in Staff Development Possible lifetime value of a patient to a hospital - $200,000 Cultural Competence - a set of congruent behaviors, attitudes, and policies that come together in a system, agency, or among professionals that enables effective work in cross-cultural situations.*one of the main factors needed to close the disparities gap in healthcare REGARDS of diversity - Race Ethnicity Gender 1 / 2
Age Religion Disability Sexual orientation Core competencies of PFCC - Respect, dignity Information sharing Participation Collaboration Patient Rights & Responsibilities - Informed consent Privacy Access to medical records
Patient Bill of Rights: supports and protects rights, safety/quality,
inform/educate patients, set expectations, encourage patient to assume reasonable responsibilities SBAR - Situation Background Assessment Recommendation HEART - Hear Empathize Acknowledge Respond Thank HEAT - Hear them out Empathize Apologize Take responsibility AIDET - Acknowledge, Introduce, Duration, Explain, Thank Low standard deviation - Data points are close to the mean High standard deviation - Data is widely spread around the mean
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