Domain I Action Recommendations

Domain I: Action Recommendations

• Partnership and Advocacy
• It is recommended CPXP Candidates can:
• • Describe how cultural competency and diversity impacts healthcare
• •Describe the value of knowing the community demographics being served
• • Identify and promote strategies and tools to support patient-centered care and its impacts onaddressing patients’ values, preferences and expressed needs
• • Establish effective boundaries that meet both the patients’ expressed needs and provides safe, highqualitycare
• • Recognize and provide examples of empathetic language
• • Define health literacy and its impact on patient experience
• • Identify and promote health literacy strategies/techniques used to ensure patient/family/residentunderstanding (some examples include avoiding jargon, using plain language and teach-back)
• • Apply effective change management strategies
• • Define, describe and promote patient/family/resident centered care core concepts and principles
• • Identify and describe stakeholders and demonstrate an ability to network within the organization

Domain I: Action Recommendations

• Effective Management of Complaints and Grievances
• It is recommended CPXP Candidates can:
• • Support and protect patient rights and ensure the safety and satisfaction of the patient/family/resident
• • Inform, educate and apply the patient rights and responsibilities
• • Distinguish between a grievance and a complaint as defined by Center for Medicare and Medicaid(CMS)
• • Identify the key elements of effective communication both verbal and nonverbal (including but notlimited to word choice, voice tone, voice volume, eye contact and gestures) and describe the impact
• • Describe the vital role interpersonal communication plays in the overall patient experience
• • Identify and describe de-escalation strategies and techniques
• • Identify techniques to communicate empathy and compassion
• • Distinguish between empathy and sympathy
• • Define service recovery and describe strategies, tools and processes for managing patientcomplaints
• • Analyze patient complaints and concerns to determine areas of improvement opportunities
• • Utilize communication skills, approaches and frameworks appropriate for a given situation to meetstakeholder needs (ex. SBAR: Situation, Background, Assessment, Recommendation; HEART: Hear,Empathize, Acknowledge, Respond and Thank; HEAT: Hear them out, Empathize, Apologize, andTake Responsibility and AIDET: Acknowledge, Introduce, Duration, Explanation, Thank)
• • Describe the different ethical principles and how they can be applied in problem solving anddecision making
• • Analyze patient complaints and concerns to determine common themes
• • Participate in small patient experience improvement projects

Resources

• 1. CMS Interpretive Guidelines for complaints/grievances
• 2. Brown, Brene. (2012). Daring Greatly: How the Courage to Be Vulnerable Transforms the Way We Live, Love, Parent, and Lead. Penguin Publishing Group.
• 3. Clark, K., Pederson, K., & Santalucia, C. (2015). Patient Advocacy: A Critical Role in Patient Experience. Bedford, TX: The Beryl Institute.
• 4. Engall, Marcus. (2010). I’m Here, Compassionate Communication in Patient Care. Phillips Press.
• 5. The Beryl Institute, A Patient-Centered Approach to Handling Complaints and Grievances, 2nd edition. Bedford, TX: PX Press.
• *
• 6. Wolf, J. (2013). Voices of Patients and Families: Partners in Improving Patient Experience. Bedford, TX: PX Press.
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• 7. The Beryl Institute, In The Name of the Patient, 5th edition. Bedford, TX: PX Press
• *8. The Beryl Institute Body of Knowledge Course: Communication: Leveraging the Patient ExperienceThrough Effective Communication. http://www.theberylinstitute.org/events/EventDetails.aspx?id=435109

Diapositiva 4

• 9. The Beryl Institute Body of Knowledge Course: Cultural Competency and Diversity. http://www.
• theberylinstitute.org/events/EventDetails.aspx?id=506017
• 10. The Beryl Institute Body of Knowledge Course: Patient and Family Centeredness. http://www.
• theberylinstitute.org/events/EventDetails.aspx?id=435113
• 11. The Beryl Institute Webinars
• a. Building a Solid Business Case Through Patient Empathy. https://theberylinstitute.site-ym.com/
• store/ViewProduct.aspx?id=1719300
• b. Bust Your Assumptions About What Matters to Patients. https://theberylinstitute.site-ym.com/store/
• ViewProduct.aspx?id=3397662
• c. Engaging Patients and Families Each and Every Time. https://theberylinstitute.site-ym.com/store/
• ViewProduct.aspx?id=5098053
• d. Impact of Health Literacy on the Patient Experience. https://theberylinstitute.site-ym.com/store/
• ViewProduct.aspx?id=6551736
• e. Practicing with Kindness, Compassion and Firmness-Setting Appropriate Boundaries with Patients
• and Families. https://theberylinstitute.site-ym.com/store/ViewProduct.aspx?id=4051476
• f. Sharpening Communication Skills for Relationship Based Care, Words that Transform the Patient
• Experience. https://theberylinstitute.site-ym.com/store/ViewProduct.aspx?id=3995532
• 12. Video: How to Connect in Healthcare in 90 Seconds or Less. Media Partners. Retrieved
• from http://www.media-partners.com/customer_service/how_to_connect_in_healthcare_in_90_seconds_or_less.htm?gclid=CjwKEAjww_a8BRDB-O-OqZb_vRASJAA9yrc59dZuOkCxhDszue8zCDVDzioN7OZYEnoYQN40hy_tnxoC63vw_wcB
• Also included in CPXP Exam: Recommended Preparation References. Retrieved from http://www.pxinstitute.org/certification/cpxp-exam-preparation/