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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. A healthcare organization wants to leverage their patient experience scores to support their brand messaging that the organization is a world-class health provider. Which data element would BEST support this campaign?

A) A list of key drivers' performance within the past two fiscal years
B) A year-to-date top-box score for Overall Rating 0 to 10
C) A 3-to-5-year series trend of the organization's overall percentile ranking on the national benchmark
D) A previous fiscal year's percentile ranking for Likelihood to Recommend on the state benchmark

2. Which is the MOST reliable way of communicating survey performance to key stakeholders as part of the improvement process?

A) Development of an organization-wide dashboard down to the department level shared broadly and regularly with leaders, providers, and staff
B) Development and implementation of a comprehensive dashboard for leadership with all care experience performance metrics that are being tracked
C) Development of performance reports by individual teams posted on communication boards
D) Development of a list of websites for employees to use in order to access organization and department- level data when needed

3. Significant differences between what end-users may desire and what healthcare systems are willing to do based on their expertise and resources is a challenge for design-thinking. What is the BEST strategy below to help bridge the gap and provide balance?

A) Staff interviews and PDCA cycle implementation
B) Review of system budget and resources, identification of solution, implementation, and 6- month check
C) Empathy for end-user desires, a clear awareness of current state experiences, and identification of issues that can interfere
D) Needs assessment based on observational data and interviews, ideation, and prototyping

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

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

5. When engaged in organizational transformation, which of the following is directly proportional to the probability of success?

A) Degree to which adequate preparation and planning occurred at the onset
B) Competency and knowledge of management and the front-line staff
C) Cross functional accountability experienced in the organization
D) Senior executive ' s commitment and level of personal involvement

Solutions: