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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. A patient experience professional has received complaints from patients and their families about a lack of communication from the nurses concerning the patients' care. In an effort to build powerful relationships with the care staff, which of the following is the BEST way to engage the patients and their families in communication?

A) Bedside shift report
B) Leadership rounding
C) Whiteboard use
D) Hourly rounding

2. Of the following process improvement methodologies, which MOST directly engages the customer in the process?

A) Six Sigma
B) Total Quality Management
C) Lean
D) Experience-Based Design

3. Which strategy is MOST effective in engaging physicians in understanding the business case for improving the patient experience?

A) Providing recurrent, consistent education and building understanding for such things as pay-for- performance programs and how they may impact them personally
B) Involving physicians in training and improvement strategies regarding communication in health care
C) Implementing a provider compensation program in which service metrics are tied to salaries and physicians are awarded for their patient satisfaction scores
D) Transparently posting physician patient satisfaction data in the organization and creating a competitive environment

4. 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.

5. Which of the following is a core element to facilitating a focus group?

A) The group generates quantitative information.
B) The group includes a minimum of 25 people.
C) The group has a trained moderator.
D) The group discusses multiple topics.

Solutions: