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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. An increasing number of patients and family members believe that their treatment plans are wrong. Unit leaders report high census, staffing challenges, and difficult patient behaviors. What is the FIRST step a patient experience professional should take to address this situation?

A) Seek additional information by reaching out to patients and families to ask about their involvement in the care process.
B) Seek additional information by reaching out to friends and colleagues who have been patients and ask whether they have had similar experiences.
C) Create communications training for front-line staff and physicians.
D) Work with unit leaders to develop and add a custom question to the patient experience survey.

2. Which is the BEST approach to obtaining employee commitment to a new process or initiative designed to improve the patient experience?

A) Explain at the start of implementation why the change is occurring.
B) Have managers monitor and measure the process.
C) Provide incentives to managers for implementation success.
D) Involve staff in the design and development of the process.

3. What are the steps of the PDSA cycle?

A) Prioritize, delegate, select, assess
B) Prepare, direct, sustain, activate
C) Perceive, design, scale, adapt
D) Plan, do, study, act

4. Which is a PRIMARY benefit of using focus groups?

A) Analyzing survey data to determine longitudinal trends
B) Gathering input on executive hiring decisions
C) Identifying or confirming deeper meaning behind facts
D) Generating one central point of consensus

5. What is the BEST way to engage physicians in improving the patient experience?

A) Ensure they understand the goals of the institution.
B) Explain to the physicians about value in health care.
C) Review all the negative comments that they receive.
D) Create a meaningful physician recognition program.

Solutions: