Flashcards
Flashcards for CPXP exam
Cards in this deck (54)
- 1Affinity Diagramorganizes a large number of ideas into their natural relationships. This
method taps a team’s creativity and intuition. It was created in the 1960s by Japanese anthropologist Jiro
Kawakita. Some examples when to use an affinity diagram, 1) When you are confronted with many facts or
ideas in apparent chaos, 2) When issues seem too large and complex to grasp, 3) When group consensus is
necessary. Typical situations to use are after a brainstorming exercise and when analyzing verbal data, such
as survey results. - 2Consumer Assessment of Healthcare Providers & Systems (CAHPS)The Centers for Medicare & Medicaid
Services (CMS) develop, implement and administer several different patient experience surveys. These
surveys ask patients (or in some cases their families) about their experiences with, and ratings of, their health
care providers and plans, including hospitals, home health care agencies, doctors, and health and drug
plans, among others. The surveys focus on matters that patients themselves say are important to them and
for which patients are the best and/or only source of information. CMS publicly reports the results of its
patient experience surveys, and some surveys affect payments to CMS providers. - 3Patient Experience Surveysfocus on how patients experienced or perceived key aspects of their care, not how satisfied
they were with their care. - 4HCAHPS survey32-item instrument and data collection methodology
for measuring patients’ perceptions of their hospital experience. - 5A complaintconcern voiced by a patient, or patient’s representative about service, care or treatment that
can be resolved quickly by the staff present. - 6A _____ is considered resolved when the patient is satisfied with the actions taken on his or her behalfA Complaint
- 7CultureThe collective programming or wiring of the human mind acquired over time that distinguishes
the members of one human group from another through their behaviors that include self-worth and esteem,
thoughts, communication, action, values and beliefs and that also guide decision making. - 8Cultural competencyset of congruent behaviors, attitudes and policies that come together in a system, agency, or among
professionals that enables effective work in cross-cultural situations. - 9Culturerefers to integrated patterns
of human behavior that include the language, thoughts, communications, actions customs, beliefs, values
and institutions of racial, ethnic, religious, or social groups. - 10Competencyimplies having the capacity to
function effectively as an individual and an organization within the context of the cultural beliefs, behaviors,
and needs presented by consumers and their communities. - 11Descriptive statisticsValues that describe the characteristics of a ample or population
- 12Direction CorrelationA positive correlation where the values of both variables change in the same
direction. - 13EmpathyThe feeling that you understand and share another person’s experiences and emotions: the
ability to share someone else’s feelings - 14EthnographyA form of qualitative research that allows a trained observer to observe and document the
experience. In healthcare, ethnography is becoming more commonplace as a means to study the patient
experience. - 15Experienced Based Co-Designinvolves gathering experiences from patients and staff through
in-depth interviewing, observations and group discussions, identifying key “touch points” (emotionally
significant points) and assigning positive or negative feelings. - 16Experienced Based DesignBoth a philosophy and set of methods focused on understanding the
experiences and emotions of those who are involved in receiving and delivering health care services;
striving to understand what people naturally feel and do. This approach enables an understanding of the
experience of health care from the patients, caregivers and staff perspective. It is a method of designing
better experiences for patients, families and staff. - 17The approach was designed for and within the NHS to develop simple solutions that offer patients a better experience of treatment and care. However, similar user-centric design techniques have been used by leading global companies for years.Experienced Based Co-design
- 18Frequency DistributionA method for illustrating the distribution of scores within class intervals
- 19GrievanceA written or verbal complaint (when the verbal complaint about patient care is not resolved
at the time of the complaint by staff present) by a patient, or the patient’s representative, regarding
the patient’s care, abuse or neglect, issues related to the hospital’s compliance with the CMS Hospital
Conditions of Participation (CoP), or a Medicare beneficiary billing complaint related to rights and
limitations provided by 42 CFR §489. - 20Health literacyThe degree to which individuals have the capacity to obtain, process, and understand basic
health information and services needed to make appropriate health decisions - 21HistogramA graphical representation of a frequency distribution.
- 22Indirect correlationA negative correlation where the values of variables move in opposite direction
- 23LEANIntegrated principles, methods, and tools that have developed from the Toyota Production System to
optimize the performance and management of value-producing systems. A customer-centric methodology
used to continuously improve any process through the elimination of waste in everything you do; it is based
on the ideas of “Continuous Incremental Improvement” and “Respect for People.” - 24The basic principles of ___ are Focus on effectively delivering value to your Customer, Respect and engage the people, Improve the Value Stream by eliminating all types of waste, Maintain Flow, Pull Through the System, Strive for PerfectionLEAN
- 25MeanA type of average where scores are summed and divided by the number of observations.
- 26MedianThe point at which 50% of the cases in a distribution fall below and 50 % fall above.
- 27ModeThe most frequently occurring score in a distribution.
- 28Patient-and family- centered carean approach to the planning,
delivery, and evaluation of health care that is grounded in mutually beneficial partnerships among health
care providers, patients, and families. It redefines the relationships in health care. - 29Four core concepts are: Respect and dignity, information sharing, participation, and collaborationPatient- and family-centered care (PFCC)
- 30Respect and Dignity (PFCC)Health care practitioners listen to and honor
patient and family perspectives and choices. Patient and family knowledge, values, beliefs and cultural
backgrounds are incorporated into the planning and delivery of care. - 31Information sharing (PFCC)Health care
practitioners communicate and share complete and unbiased information with patients and families in
ways that are affirming and useful. Patients and families receive timely, complete, and accurate information
in order to effectively participate in care and decision-making. - 32Participation (PFCC)Patients and families are
encouraged and supported in participating in care and decision-making at the level they choose. - 33CollaborationPatients and families are also included on an institution-wide basis. Health care leaders
collaborate with patients and families in policy and program development, implementation, and evaluation;
in health care facility design; and in professional education, as well as in the delivery of care. - 34PDCAcycle is shorthand for testing a change in the real work setting —
by planning it, trying it, observing the results, and acting on what is learned. This is the scientific method
adapted for action-oriented learning. - 35Process Flow Chartis a picture of the separate steps of a process in sequential order. Some
examples of when to use a flowchart; 1) To develop understanding of how a process is done, 2) To
study a process for improvement, 3) To communicate to others how a process is done, 4) When better
communication is needed between people involved with the same process, 5) To document a process and
6) When planning a project. - 36RangeThe highest minus the lowest score and a gross measure of variability.
- 37Exclusive RangeExclusive range is the highest
score minus the lowest score. - 38Inclusive RangeInclusive range is the highest score minus the lowest score plus 1
- 39ReliabilityThe quality of a test such that it is consistent.
- 40Run chartare graphs of data over time and are one of the most important tools for assessing
the effectiveness of change - 411) They help improvement teams formulate aims by depicting how well (or poorly) a process is performing, 2) They help in determining when changes are truly improvements by displaying a pattern of data that you can observe as you make changes and 3) They give direction as you work on improvement and information about the value of particular changes.Benefits of run chart
- 42Service RecoveryThe process used to “recover” dissatisfied or lost members or patients by identifying
and fixing the problem or making amends for the failure in customer or clinical service. - 43Service Recovery Programeffective tool for retaining members or patients and improving their level of
satisfaction. - 44Shared Decision Making (SDM)is a collaborative process that allows
patients and their providers to make health care decisions together. It takes into account the best clinical
evidence available, as well as the patient’s values and preferences. - 45Six Sigma (Philosophy)all work as processes that can be defined,
measured, analyzed, improved and controlled. Processes require inputs (x) and produce outputs (y). If you
control the inputs, you will control the outputs. This is generally expressed as y = f(x). - 46Six Sigma (Methodology)recognizes the underlying and rigorous approach known as DMAIC (define,
measure, analyze, improve and control). DMAIC defines the steps a practitioner is expected to
follow, starting with identifying the problem and ending with the implementation of long-lasting solutions. - 47Six Sigma (Set of tools)expert uses qualitative and quantitative techniques to drive
process improvement. A few such tools include statistical process control (SPC), control charts, failure mode
and effects analysis, and process mapping. - 48Standard DeviationThe average deviation from the mean.
- 49SympathyThe feeling that you care about and are sorry about someone else’s trouble, grief, misfortune,
etc. - 50Teach backAn education method used to confirm patient understanding of care instructions by asking
patients to repeat the instructions using their own words. - 51Total Quality Management (TQM)A term first used to describe a management approach to quality
improvement. Simply put, it is a management approach
to long-term success through customer satisfaction. - 52ValidityThe quality of a test such that it measures what it says it does.
- 53Value Based Purchasing (VBP)long-standing effort to link Medicare’s payment system to a value-based
system to improve healthcare quality, including the quality of care provided in the inpatient hospital setting.
The program attaches value-based purchasing to the payment system that accounts for the largest share
of Medicare spending, affecting payment for inpatient stays in over 3,500 hospitals across the country.
Participating hospitals are paid for inpatient acute care services based on the quality of care, not just
quantity of the services they provide. - 54VarianceThe square of the standard deviation, and another measure of a distribution’s spread or
dispersion.
Information
- Description
- A great study tool for CPXP exam
- Created by
- Lydia Elliott, Ed.D
- Views
- 1,566
- Tags
- Rating