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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which of the following BEST leads to higher levels of treatment adherence?

A) Coordinating discharge planning with all team members
B) Providing written information specific to patients ' health conditions and allowing time for questions
C) Spending time addressing patients ' concerns and discussing management of their health conditions
D) Scheduling timely follow-up appointments

2. Which statement BEST describes HCAHPS?

A) A national, standardized, publicly reported survey of patients' perspectives of hospital care
B) A complaint-resolution workflow used only in ambulatory clinics
C) A financial benchmarking tool for payer reimbursement performance
D) An internal employee engagement survey used only for hospital workforce culture

3. Which is the BEST way to help patient and family advisory council (PFAC) members communicate effectively in meetings and in front of committees?

A) Create a manual for PFAC members to read in order to understand internal protocols and how committees work.
B) Train and coach PFAC members on committee participation so that they are valuable contributors.
C) Provide PFAC members with key talking points to guide their involvement with committees.
D) Explain to the committee members that there will be patients (PFAC members) present at the meetings.

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

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

5. Significant differences between what end-users may desire and what healthcare systems are willing to do based on their expertise and resources is a challenge for design-thinking. What is the BEST strategy below to help bridge the gap and provide balance?

A) Needs assessment based on observational data and interviews, ideation, and prototyping
B) Empathy for end-user desires, a clear awareness of current state experiences, and identification of issues that can interfere
C) Review of system budget and resources, identification of solution, implementation, and 6- month check
D) Staff interviews and PDCA cycle implementation

Solutions: