CPXP study plan

Define and contrast patient experience, patient satisfaction, patient engagement, and person-centered care in your own words

Map the governance and accountability structures that own patient experience in a typical hospital or clinic (board, executive sponsor, patient experience team, unit-level owners)

Draft a written strategy narrative linking patient experience priorities to organizational mission, quality, safety, and financial outcomes

List the observable leadership behaviors and rounds practices that signal a culture of respect to staff and patients

Build a personal glossary of 25 Domain 1 terms with one real-world example for each

Translate the culture framework into three concrete leader actions and the metrics each would move

Identify the mechanisms by which staff behaviors become standardized service norms (selection, onboarding, standards, coaching, recognition)

Outline the spectrum of patient and family engagement from consultation to co-design to shared leadership

Compare Patient and Family Advisory Council structures, recruitment methods, and meeting practices

Write four mini-scenarios where a leader must choose between competing priorities (safety, throughput, experience) and justify the choice

Design a Patient and Family Advisory Council charter covering purpose, membership, term limits, compensation, and reporting line

Select engagement tactics for each care setting (bedside shift report, discharge planning, shared decision-making aids, patient rounds, co-design improvement teams)

Explain how to prepare staff and patients for partnership so engagement is not performative

Draft an onboarding plan for a new patient advisor including orientation, confidentiality, and support

Identify barriers to engagement (language, literacy, culture, accessibility) and match each to a mitigation

Distinguish the survey families used to measure experience, what each is designed to capture, and what it cannot tell you

Compute top-box, percent positive, and rate-of-improvement figures from raw response data

Interpret a run chart and a control chart, and state whether a change produced special-cause variation

Apply sampling, response rate, and case-mix adjustment concepts to judge whether a comparison is fair

Design a one-page experience scorecard that balances survey scores with qualitative and operational data

Write a reporting narrative that translates data into a clear recommendation for a non-analyst audience

Recognize common data pitfalls: small denominators, regression to the mean, cherry-picked time windows, and misleading rankings

Apply teach-back, plain language, and chunk-and-check techniques in patient conversations

Practice de-escalation and service recovery language for a dissatisfied patient and family

Assess how nonverbal cues, listening, and framing affect perceived empathy

Identify the drivers of staff and provider engagement and how they connect to patient experience outcomes

Distinguish engagement from satisfaction and burnout, and select the right diagnostic tool for each

Design a leadership rounding and recognition practice with a stated cadence and owner

Build an intervention plan that addresses one driver with specific actions, owners, and measures

Explain how clinician burnout, moral distress, and documentation burden affect the care experience

Select an improvement framework appropriate to the problem and justify the choice

Construct a PDSA cycle with a prediction, measures, and a decision rule

Complete a cause-and-effect analysis on a chosen experience problem without jumping to solutions

Map the stakeholders affected by a change and plan tactics for each stage of the change curve

Anticipate the failure modes of a rollout and build countermeasures (piloting, feedback loops, sustainment plans)

Complete a full-length timed practice set under exam conditions without stopping for notes

Categorize every missed item by domain, error type (knowledge gap, misread, distractor trap), and corrective action

Re-teach your three weakest concepts aloud or in writing without prompts

Consolidate one master sheet of frameworks, formulas, and terminology for final review

Set a maintenance plan for the final days before the exam