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

2. When is the BEST time to do service recovery follow-up?

A) 24 hours after the issue arises
B) After discharge/appointment ends
C) Immediately after the issue arises
D) After fully researching and validating concerns

3. Which statement BEST reflects The Beryl Institute's definition of patient experience?

A) The clinical outcome achieved during treatment
B) The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care
C) The patient's satisfaction score after discharge
D) The efficiency of registration, billing, and discharge processes only

4. 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.

5. What is the collective focus of social capital?

A) How improvement projects are identified
B) How people relate to one another
C) Increasing volume of business
D) Identifying and recognizing individual performance

Solutions: