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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which of the following is considered a complaint?

A) A comment on a survey that could have been handled by staff
B) A written letter about neglect by a caregiver
C) A report by a patient of abuse
D) An email that requires a formal investigation

2. 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 3-to-5-year series trend of the organization's overall percentile ranking on the national benchmark
B) A list of key drivers' performance within the past two fiscal years
C) A previous fiscal year's percentile ranking for Likelihood to Recommend on the state benchmark
D) A year-to-date top-box score for Overall Rating 0 to 10

3. After providing information to a patient or care partner, what can BEST help assess for understanding or adherence?

A) Empathy statement
B) Open-ended questions
C) Survey responses
D) Teach-back technique

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

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

5. A new patient check-in process was implemented to reduce wait time. What is the BEST approach to examine if the updated process is meeting its intended goal?

A) Quantitative survey
B) Direct observation
C) Role play scenario
D) Patient focus group

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