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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. What is the first step in the Kotter 8-Step process for leading change?

A) Build a guiding coalition.
B) State a clear strategic vision.
C) Create a sense of urgency.
D) Identify change objective.

2. According to consumers, what is the MOST important component of the healthcare experience?

A) " Show me empathy. "
B) " Listen to me. "
C) " Provide me with information. "
D) " Educate me on my condition. "

3. Which of the following is the MOST effective team structure to improve the patient experience around pain management?

A) Front-line nursing and pharmacy staff, directors, and physician representatives
B) Representatives from the nursing staff and the unit director
C) Director of pharmacy, patient experience leader, and nursing leadership
D) Physician representatives and pain management specialists

4. What is the BEST way to engage physicians in improving the patient experience?

A) Explain to the physicians about value in health care.
B) Create a meaningful physician recognition program.
C) Review all the negative comments that they receive.
D) Ensure they understand the goals of the institution.

5. 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) Reward and recognize staff to reinforce good behavior.
C) Obtain the latest satisfaction measurements.
D) Create patient satisfaction measurement tools.

Solutions: