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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which of the following improvement methods includes developing an overview and timeline of the patient ' s experience across the continuum of care?

A) Lean
B) SWOT analysis
C) Process mapping
D) Pareto principle

2. How can patient experience survey results BEST be used to influence organizational efforts?

A) Recognize and reward outstanding behaviors that drive desired results.
B) Establish clear goals, align behaviors, and consistently review performance.
C) Align behaviors to survey results throughout the organization to drive desired outcomes.
D) Analyze organizational and unit-level performance to monitor and follow up on performance.

3. Proactively meeting the needs of the patient is BEST accomplished through which best practice?

A) Leader rounding
B) Bedside shift report
C) Hourly rounding
D) Bedside surveys

4. Regarding action plans, what does the acronym SMART stand for?

A) Specific, measurable, achievable, relevant, time-bound
B) Specialized, marketed, accountable, reliable, tabulated
C) Short, manageable, accurate, regulated, transparent
D) Statistical, measurable, accurate, reliable, tabulated

5. Which of the following is a primary reason employees resist change?

A) Impact on perception of organization
B) Impact on organizational performance
C) Lack of available resources from organization
D) Lack of awareness of why change is being made

Solutions: