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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. When reviewing patient experience survey data, a hospital unit ranks at the 67th percentile when compared to peers. How would this be explained to the team?

A) The unit is the 67th best performing unit in its peer group.
B) The unit needs to improve by 67 percentile points.
C) The unit is performing better than 67 percent of its peers.
D) The unit has 67 percent of patients reporting they are satisfied.

2. An organization has decided to create behavior standards to specify what behaviors are expected. Which statement describes an appropriate implementation of this practice?

A) Understand that on a very busy day, staff might not be able to uphold all behavior standards.
B) Create broad service standards such as "demonstrate a positive attitude" so that they are applicable.
C) Focus all behavior standards on the external customer because that is the primary target.
D) Engage staff in creating the behavior standards and ensure that everyone signs the final product.

3. 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) Executive coach
B) Experience educator
C) External consultant
D) Executive champion

4. What are three MOST important dimensions for improving the relationship between the patient and provider?

A) Emotional connection, partnership, and using the scientific method
B) Emotional connection, agreement on treatment, and willingness to listen
C) Agreement on treatment, partnership, and Socratic questioning
D) Partnership, Socratic questioning, and support

5. Which information has the GREATEST impact on staff regarding the need and impact for changes to improve the care experience for patients and families?

A) Control charts with annotations
B) Run charts targeting specific improvement efforts
C) Targeted performance metrics coupled with patient and/or staff stories
D) Trended data over time

Solutions: