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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which option is BEST used to understand an individual's patient experience within a healthcare organization?

A) Patient complaint
B) Patient and family advisory council
C) Patient shadowing
D) Patient focus group

2. Which nonverbal cue demonstrates empathy while performing service recovery?

A) Remaining in a standing position
B) Acknowledging the concern
C) Maintaining eye contact
D) Writing notes for reference

3. During times of change, leaders need to effectively engage across what three levels of communication in order to maintain and heighten employee support?

A) Providers, nurses, and allied health staff
B) Aspirational, factual, and inspirational
C) Leaders, managers, and front line
D) Employee relations, strategic planning, and project management

4. The patient experience professional identifies experience-based co-design (EBCD) as the best approach to understand and ease growing challenges in an outpatient oncology setting. Which of the following is the BEST strategy to increase stakeholder collaboration in the process?

A) Develop a series of staff and patient workshops to capture dialogue about different aspects of outpatient oncology services.
B) Schedule exclusively in-person focus groups for current patients to redesign the process.
C) Meet with a project manager and define tactics for an outpatient oncology action plan.
D) Develop a questionnaire for patients to learn about their exam room experience in the outpatient oncology care setting.

5. Which should be the FIRST step in implementing a bedside shift report as a new process?

A) Mandating the expectation that shift report must occur at the bedside every time
B) Establishing with staff why they need to change their current practice
C) Having nurses commit in writing that reports will occur at the bedside
D) Providing education to staff about how to do shift report at the bedside

Solutions: