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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which nonverbal cue demonstrates empathy while performing service recovery?

A) Writing notes for reference
B) Maintaining eye contact
C) Acknowledging the concern
D) Remaining in a standing position

2. Which of the following is the biggest organizational challenge as it relates to patient experience?

A) Reducing costs related to the patient experience
B) Providing high-quality care to all patients
C) Viewing patient experience as only the responsibility of clinical staff
D) Managing policy mandates and regulatory requirements

3. When individualizing care to advance a culture of patient, long-term care resident, and family partnership, what is the MOST important thing to consider?

A) Adjusting the level of staffing in order to allow time for patient, resident, and family connections
B) Integrating the patient ' s or resident ' s personal goals and ensuring engagement in their care
C) Encouraging the family to participate in the patient or resident experience
D) Developing the plan of care and letting the patient know what to expect

4. When is the BEST time to do service recovery follow-up?

A) Immediately after the issue arises
B) 24 hours after the issue arises
C) After discharge/appointment ends
D) After fully researching and validating concerns

5. A patient experience professional often engages with patient complaints from marginalized groups. What would be the BEST systemic and sustainable approach to dismantle structural racist practices in the healthcare facility?

A) Promote shared decision making between patients, physicians, and hospitalists.
B) Develop partnerships with patients and recognize their ability to educate providers about the impact of race and racism on their healthcare experiences.
C) Develop a formal, hospital-based reporting system to document and respond to racist behavior.
D) Analyze the effect of race and racism on federal funding for disease research.

Solutions: