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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which of the following introductions would BEST help a physician build trust and begin to earn confidence from a patient?

A) " Good afternoon, Mrs. S. I ' m Dr. Jones. What brings you in today? "
B) " Good afternoon. I want to make sure that I pronounce your last name correctly. Could you help me with this? Thank you. I ' m Dr. Jones, an emergency medicine doctor. "
C) " Good afternoon, Mrs. S. I ' m not quite sure how to pronounce your last name. I ' m Dr. Jones, an emergency medicine doctor here at this hospital. Why are you visiting the emergency department today? "
D) " Good afternoon. I want to make sure that I pronounce your last name correctly. Could you help me with this? Thank you. I ' m Dr. Jones, an emergency medicine doctor. We are going to take good care of you. "

2. A patient experience professional is asked by leadership to develop an action plan for improvement based on the measurement of a key driver question. Which step should the patient experience professional take FIRST?

A) Obtain the latest satisfaction measurements.
B) Implement a patient and family focus group.
C) Create patient satisfaction measurement tools.
D) Reward and recognize staff to reinforce good behavior.

3. Which is the MOST effective use of real-time data collection?

A) Revealing needed facility-wide improvements
B) Identifying patterns and trends for organizational change
C) Shaping organizational strategy
D) Providing opportunity for immediate recognition

4. Which strategy BEST demonstrates an effective integration of patient and family advisors?

A) Inviting families in the hospital or hospital board members who have been patients to join the patient and family advisory council
B) Hosting a reception for patient and family advisors to meet hospital executive leadership
C) Presenting completed plans for newly designed patient rooms to the patient and family advisory council
D) Utilizing patient and family advisors as members of interview panels for hospital key leadership positions

5. One of the most fundamental factors in making patient experience improvement a top priority in any organization is the inclusion of which of the following?

A) External consultant
B) Executive champion
C) Executive coach
D) Experience educator

Solutions: