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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which term describes patient experience survey data made up of comments?

A) Quantitative
B) Quality
C) Anecdotal
D) Qualitative

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 nurse manager of the unit where the patient stayed
C) The hospital contact person
D) The chief experience officer of the hospital

3. Which is the BEST approach to obtaining employee commitment to a new process or initiative designed to improve the patient experience?

A) Provide incentives to managers for implementation success.
B) Have managers monitor and measure the process.
C) Involve staff in the design and development of the process.
D) Explain at the start of implementation why the change is occurring.

4. Which is the MOST important initial strategy used to influence and effect positive change when enhancing the patient experience?

A) Understand the impact on staff.
B) Provide knowledge of how to change.
C) Create awareness of the need for change.
D) Create the desire to participate and support the change.

5. Which method is BEST used to engage patients and family members about their concerns and suggestions for improvement in a healthcare organization?

A) Conduct weekly point of care surveys.
B) Hold quarterly patient and family focus groups.
C) Interview employees who have been patients.
D) Establish a patient and family advisory council.

Solutions: