Domain II: Action Recommendations

Domain II: Action Recommendations

Action RecommendationsData CollectionIt is recommended CPXP Candidates can:• Define the various data sources and collection methods and identify the relative strengths andlimitations of each• Outline the requirements and challenges of regulatory requirements related to patient experiencesurveys• Communicate applicable regulatory requirements effectively to various key stakeholders (executives,physicians, leaders and employees)Data Analysis and InterpretationIt is recommended CPXP Candidates can:• Define and calculate commonly used descriptive statistics (some examples include mean, median,mode, range, standard deviation and variance)• Distinguish between qualitative (some examples include narrative, words, comments) andquantitative (e.g. numerical), data, strengths and limitations and how each are obtained• Define valid (measure what its suppose to measure) and reliable data (produces similar results underconsistent conditions) in the context of data collection and resultsAction PlanningIt is recommended CPXP Candidates can:• Identify the common types of charts and graphs used for presenting and reporting data (someexamples include flow chart, pie chart, run chart, affinity diagram and dashboards)• Establish patient experience goals and action plans based on an analysis of the data• Include feedback data as a strategic driver of patient experience improvement opportunities• Effectively communicate analyses, action plans and outcomes to a variety of stakeholders

1. Joshi, M.J., Nash, D.B., Ranson, E.R., Ranson, S.B. (2004). The Healthcare Quality Book. Foundation ofthe American College. (specifically chapters 6, 7 and 9)2. Kennedy, Denise M. MBA; Didehban, Roshanak MHS, FACHE; and Fasolino, John P. MD (2014)“Creating and sustaining a culture of accountability for patient experience,” Patient ExperienceJournal: Vol. 1: Iss. 2, Article 9. Available at: http://pxjournal.org/journal/vol1/iss2/9 *3. LaVela, Sherri L. PhD, MPH, MBA and Gallan, Andrew S. PhD (2014) “Evaluation and measurement ofpatient experience,” Patient Experience Journal: Vol. 1: Iss. 1, Article 5.Available at: http://pxjournal.org/journal/vol1/iss1/54. Rumsey, D. 2010). Statistics Essentials for Dummies. Hoboken, N.J. Wiley Publishing, Inc.5. The Beryl Institute. (2013). Voices of Measurement in Improving the Patient Experience, 2013.Available at https://theberylinstitute.site-ym.com/store/ViewProduct.aspx?id=22949946. Use of CAHPS® patient experience survey data as part of a patient-centered medical home qualityimprovement initiative Retrieved on July 2016 from https://www.dovepress.com/use-of-cahpsregpatient-experience-survey-data-as-part-of-a-patient-ce-peer-reviewed-fulltext-article-JHLWebsites for Public Reporting Requirements:1. General CAHPS Information: https://www.cms.gov/Research-Statistics-Data-and-Systems/Research/CAHPS/2. HCAHPS: https://www.cms.gov/Research-Statistics-Data-and-Systems/Research/CAHPS/hcahps1.html3. PQRS: https://www.cms.gov/Research-Statistics-Data-and-Systems/Research/CAHPS/pqrs.html4. ACO: https://www.cms.gov/Research-Statistics-Data-and-Systems/Research/CAHPS/aco.htmlAdditional1. www.khanacademy.org (This is an excellent, free, online tool with a full section on statistics. Teachingis done via video).* Also included in CPXP Exam: Recommended Preparation References. Available at http://www.pxinstitute.org/certification/cpxp-exam-preparation/

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