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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Management views turnover as a cause for low patient experience scores. Which is the BEST question for the patient experience professional to ask to give insight into this issue?

A) Why do staff leave?
B) What is the turnover rate?
C) Is the rate improved over the prior year?
D) Is there a retention bonus in place?

2. What practice BEST demonstrates anticipating patient needs?

A) Bedside shift report
B) Hourly rounding
C) Staff huddles
D) Follow-up phone calls

3. What are three MOST important dimensions for improving the relationship between the patient and provider?

A) Emotional connection, agreement on treatment, and willingness to listen
B) Emotional connection, partnership, and using the scientific method
C) Agreement on treatment, partnership, and Socratic questioning
D) Partnership, Socratic questioning, and support

4. What is the collective focus of social capital?

A) How improvement projects are identified
B) Identifying and recognizing individual performance
C) How people relate to one another
D) Increasing volume of business

5. A new patient check-in process was implemented to reduce wait time. What is the BEST approach to examine if the updated process is meeting its intended goal?

A) Patient focus group
B) Role play scenario
C) Direct observation
D) Quantitative survey

Solutions: