This question aligns with Partnership and Advocacy , emphasizing respectful communication, trust-building, and patient-centered interactions. Option D is the best answer because it combines several key elements of effective communication: respect (asking for correct name pronunciation), introduction of role, and emotional reassurance (“We are going to take good care of you”). CPXP principles highlight that trust is built through acknowledging the patient as an individual, demonstrating courtesy, and providing psychological safety . Option A introduces uncertainty in a less confident way, B is too brief and transactional, and C lacks reassurance. Option D goes further by addressing both personal respect and emotional needs , which are critical at the start of an encounter—especially in high-stress environments like emergency care—thereby fostering confidence and strengthening the patient-provider relationship.
N NO: 17 [Organizational Culture and Leadership]
When implementing a patient experience cultural transformation following John Kotter ' s 8-Step Change Model, what step comes AFTER creating a sense of urgency?
A. Creating a strategic vision
B. Forming a guiding coalition
C. Removing barriers to change
D. Making change a continuous process
Answer: B
This question aligns with Organizational Culture and Leadership , specifically structured change management frameworks used in patient experience transformation. According to Kotter’s 8-Step Change Model , the step immediately following creating a sense of urgency is forming a guiding coalition (Option B) . This involves assembling a group of influential leaders and stakeholders who have the credibility, expertise, and authority to drive the change effort forward. CPXP principles emphasize that sustainable cultural transformation requires strong leadership alignment and collaboration early in the process. Without a committed coalition, initiatives often lack direction, support, and momentum. The other options represent later steps in the model—creating vision (A), removing barriers (C), and sustaining change (D). Establishing a guiding coalition ensures that the organization has the leadership foundation necessary to successfully advance patient experience improvements.
