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

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

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

3. In which of the following methodologies for process improvement is emotional mapping used as an analytical tool?

A) Total quality management
B) Plan-Do-Check-Act
C) Lean management
D) Experience-based co-design

4. Which is a key FIRST step for a patient experience professional in implementing a patient and family advisory council?

A) Working with leadership and staff to get buy-in
B) Meeting with current volunteers to gather ideas
C) Assembling written training materials
D) Inviting community members to join

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

Solutions: