An increasing number of patients and family members believe that their treatment plans are wrong.

This question aligns with Measurement and Analysis , which emphasizes understanding the root cause of experience issues before implementing solutions. The key phrase is “FIRST step,” which in CPXP practice is always to gather meaningful, direct feedback from the actual patients and families involved . Option B is correct because it prioritizes real-time, qualitative insight into patient perceptions, particularly around involvement in care decisions—an essential driver of trust and experience. Option A (training) is premature without understanding the underlying issue. Option C (survey changes) is slower and less actionable for immediate understanding. Option D is not valid, as it relies on anecdotal and non-representative input. CPXP stresses that effective improvement begins with listening to the voice of the patient to inform targeted interventions .