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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which are the MOST utilized data sources for evaluating service?

A) Service recovery logs and community advisory committees
B) Compliment data and focus groups
C) Patient (or family) complaints and patient satisfaction data
D) Post-visit phone call feedback

2. During a patient visit, the provider ensures the patient feels heard and all questions and concerns are addressed. What type of communication style has the provider adopted?

A) Patient advocacy
B) Collaborative communication
C) Patient health literacy
D) Structured communication

3. Which of the following is a primary reason employees resist change?

A) Lack of available resources from organization
B) Impact on organizational performance
C) Impact on perception of organization
D) Lack of awareness of why change is being made

4. Which type of chart or diagram would be BEST to organize ideas that a team came up with during a brainstorming session?

A) Flow chart
B) Venn diagram
C) Run chart
D) Affinity diagram

5. Which is the BEST practice for conducting post-visit phone calls?

A) The nurse manager (or other nurse leader on the unit where the patient received care) calls the patient within 1-2 days of discharge to inquire how he or she is doing, clarify discharge instructions as needed, and answer any other questions the patient might have.
B) A nurse who personally cared for the patient calls the patient within 1-2 days of discharge to inquire how he or she is doing, clarify discharge instructions as needed, and answer any other questions the patient might have.
C) A third party with whom the organization has contracted calls the patient within 7-14 days of discharge to inquire how the patient is doing, review the discharge instructions, and answer any other questions the caregiver might have.
D) The discharge nurse calls the immediate caregiver of the patient within 1-2 days of discharge to inquire how the patient is doing, review the discharge instructions, and answer any other questions the caregiver might have.

Solutions: