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The Beryl Institute CPXP Exam Syllabus Topics:

The Beryl Institute Certified Patient Experience Professional Sample Questions:

Question 1

A patient experience professional is asked by leadership to develop an action plan for improvement based on the measurement of a key driver question. Which step should the patient experience professional take FIRST?

A. Implement a patient and family focus group.
B. Create patient satisfaction measurement tools.
C. Reward and recognize staff to reinforce good behavior.
D. Obtain the latest satisfaction measurements.

Question 2

Administrators voice concern that physicians in a medical practice group seem stuck at the same scores on patient experience surveys. What is the BEST next step for the patient experience professional to build engagement and move forward with improvement actions?

A. Share improvement tips focused on communicating with patients.
B. Publicly share individual physician patient experience scores and percentile rankings.
C. Meet with medical practice leaders to learn their expectations and identify physician leaders within the practice.
D. Work with the front-line team and survey vendor to improve survey response rates.

Question 3

What do patient feedback measures capture patient perceptions of?

A. Where and how frequently things happened
B. What and when things happened
C. Where and when things happened
D. What and how frequently things happened

Question 4

Which is the BEST approach to obtaining employee commitment to a new process or initiative designed to improve the patient experience?

A. Involve staff in the design and development of the process.
B. Have managers monitor and measure the process.
C. Provide incentives to managers for implementation success.
D. Explain at the start of implementation why the change is occurring.

Question 5

How can patient experience survey results BEST be used to influence organizational efforts?

A. Analyze organizational and unit-level performance to monitor and follow up on performance.
B. Establish clear goals, align behaviors, and consistently review performance.
C. Recognize and reward outstanding behaviors that drive desired results.
D. Align behaviors to survey results throughout the organization to drive desired outcomes.

Solutions: