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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which type of chart or diagram would be BEST to organize ideas that a team came up with during a brainstorming session?

A) Run chart
B) Venn diagram
C) Flow chart
D) Affinity diagram

2. Who is required to be named in a resolution letter in response to a patient grievance?

A) The nurses and doctors who cared for the patient
B) The chief experience officer of the hospital
C) The nurse manager of the unit where the patient stayed
D) The hospital contact person

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

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

4. Which is the MOST important element to consider when selecting a patient experience survey vendor for an organization?

A) Ability to provide reliable longitudinal data
B) Pricing of the vendor ' s services
C) Use of the vendor by competitors
D) Use of externally validated and reliable survey instruments

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

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

Solutions: