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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. While facilitating a virtual patient and family advisory council meeting, which approach may help elicit group engagement?

A) Encourage cameras be turned on.
B) Private message individual participants.
C) Direct responses to the chat function.
D) Create an agenda with multiple presentations.

2. A patient experience professional is meeting with a group of front-line nurses on a medical/surgical unit to identify why they are having difficulty hourly rounding on their patients. Which process improvement tool should be used to determine the root cause?

A) A "5 Whys" exercise
B) An inter-rater reliability tool
C) A Six Sigma control plan
D) A regression analysis

3. 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 hospital contact person
D) The nurse manager of the unit where the patient stayed

4. What is the relationship between domains and the overall score within patient experience/satisfaction data?

A) Impact
B) Correlation
C) Trend
D) Average

5. A patient experience professional is asked by leadership to develop an action plan for improvement based on the measurement of a key driver question. Which step should the patient experience professional take FIRST?

A) Create patient satisfaction measurement tools.
B) Obtain the latest satisfaction measurements.
C) Implement a patient and family focus group.
D) Reward and recognize staff to reinforce good behavior.

Solutions: