CPXP flashcards
CPXP · Build recall with a focused review session.
32 cards. Read the term and the definition here. The deck at the top of this page is optional.
- Patient experience
- The sum of all interactions a patient has with the health care system, shaped by organizational culture, processes, and every staff member's behavior.
- Just culture
- A framework that distinguishes human error, at-risk behavior, and reckless behavior so leaders respond with support, coaching, or accountability rather than blame alone.
- Leadership rounding
- A scheduled practice in which leaders visit units or patients to observe processes, ask about needs, and reinforce standards; it is not a punitive inspection.
- Balanced scorecard
- A strategic measurement tool that tracks patient experience alongside safety, quality, finance, and workforce goals to prevent single-dimension decisions.
- Service recovery
- A structured response to a service failure: acknowledge the problem, apologize, remedy it, and follow up so the patient feels heard and respected.
- Patient and family advisory council
- A standing group of patients and family members who advise on policy, program design, and improvement; members need orientation, clear roles, and compensation.
- Shared decision making
- A conversation in which clinicians and patients review options, benefits, risks, and patient values, then agree on a care plan together.
- Teach-back
- A health literacy technique where the patient explains information in their own words so the clinician can confirm understanding and correct gaps.
- Engagement continuum
- A range of patient involvement from informing and consulting to involving, collaborating, and full partnership in decisions and design.
- Co-design
- Partnering with patients and families from problem definition through solution testing, rather than asking them to react to a finished plan.
- HCAHPS
- A standardized, publicly reported survey of hospital inpatients that measures patient experience across communication, responsiveness, cleanliness, quietness, discharge information, and overall rating.
- Top-box score
- The percentage of respondents choosing the most positive response option, such as 'always' on a composite or 9-10 on an overall rating.
- Common-cause variation
- Normal variation produced by a stable process; it requires system changes rather than reacting to individual data points as special events.
- Special-cause variation
- A signal that a process shifted because of an identifiable, non-routine cause; investigate it rather than assume normal random fluctuation.
- Run chart
- A graph of data over time with a median line, used to detect trends, shifts, and patterns without requiring control limits.
- Response rate
- The number of completed surveys divided by the number of eligible sampled patients, usually expressed as a percentage.
- Motivational interviewing
- A patient-centered conversation method using open questions, affirmations, reflections, and summaries to strengthen a patient's own motivation and commitment.
- Closed-loop communication
- A communication practice in which the receiver repeats back the message so the sender can verify that it was heard correctly.
- Medical interpreter
- A trained professional who conveys meaning accurately between clinician and patient; family members should not be used as interpreters for clinical conversations.
- SPIKES protocol
- A six-step framework for delivering bad news: setting, perception, invitation, knowledge, empathy, and strategy or summary.
- NURSE statements
- A set of empathic responses to emotion: naming, understanding, respecting, supporting, and exploring the patient's feelings.
- Psychological safety
- A team climate in which staff feel safe to speak up about errors, concerns, and ideas without fear of humiliation or punishment.
- Stay interview
- A conversation with a current employee about what keeps them engaged and what might cause them to leave, used to act before turnover occurs.
- Discretionary effort
- The extra effort employees choose to give beyond minimum requirements when they feel engaged, valued, and connected to purpose.
- Employee engagement survey
- A structured measure of staff perceptions of recognition, voice, growth, fairness, wellbeing, and intent to stay; results should lead to unit-level action plans.
- Physician engagement
- Involving physicians in design, data review, and improvement so they influence decisions and see experience measures as clinically relevant.
- PDSA cycle
- Plan-Do-Study-Act: a rapid improvement method that tests a small change, studies the result, and adjusts before wider adoption.
- DMAIC
- Define, Measure, Analyze, Improve, Control: a structured Six Sigma method for reducing variation and sustaining process improvements.
- Root cause analysis
- A systematic review of an event that uses tools such as fishbone diagrams and 5 Whys to identify system factors, not just individual blame.
- Kotter's eight steps
- A change model starting with urgency and coalition building, then vision, communication, empowerment, short-term wins, consolidation, and anchoring change.
- ADKAR
- A change model with five outcomes: awareness, desire, knowledge, ability, and reinforcement; gaps identify where change support is needed.
- Force field analysis
- A tool that lists driving and restraining forces for a change so leaders can strengthen supports and reduce barriers.