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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which of the following is the MOST effective team structure to improve the patient experience around pain management?

A) Physician representatives and pain management specialists
B) Director of pharmacy, patient experience leader, and nursing leadership
C) Front-line nursing and pharmacy staff, directors, and physician representatives
D) Representatives from the nursing staff and the unit director

2. Of the following process improvement methodologies, which MOST directly engages the customer in the process?

A) Lean
B) Experience-Based Design
C) Six Sigma
D) Total Quality Management

3. Referencing the Change Model graph below, where in these zones does "The Point of Decision" usually occur?

A) In between the "Zone of Adoption" and "Zone of Better Performance"
B) In between the "Zone of Disruption" and "Zone of Adoption"
C) At the midpoint of the "Zone of Status Quo"
D) In between the "Zone of Status Quo" and "Zone of Disruption"

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

5. Which of the following can ONLY be achieved through qualitative data collection methods?

A) Determining the healthcare priorities of the community served
B) Identifying top opportunities for patient experience improvement
C) Measuring a healthcare organization's performance on patient satisfaction
D) Understanding why patients feel a certain way about their care experiences

Solutions: