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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. An organization has decided to create behavior standards to specify what behaviors are expected. Which statement describes an appropriate implementation of this practice?

A) Create broad service standards such as "demonstrate a positive attitude" so that they are applicable.
B) Engage staff in creating the behavior standards and ensure that everyone signs the final product.
C) Focus all behavior standards on the external customer because that is the primary target.
D) Understand that on a very busy day, staff might not be able to uphold all behavior standards.

2. A patient experience professional has been asked to participate in the formation of a patient and family advisory council (PFAC). What is the MOST appropriate first step to ensure that the goals of this responsibility are fulfilled?

A) Engage currently admitted patients and families to obtain ideas on next steps for the formation of the PFAC.
B) Review patient satisfaction comments in order to solicit ideas for the formation of the PFAC.
C) Read available literature and consult with other organizations who have successfully implemented patient and family advisory committees.
D) Present the idea to unit-based staff for their input, taking into consideration feedback that they have obtained from their own professional experiences.

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

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

4. Which is the MOST important initial strategy used to influence and effect positive change when enhancing the patient experience?

A) Understand the impact on staff.
B) Provide knowledge of how to change.
C) Create the desire to participate and support the change.
D) Create awareness of the need for change.

5. Which is a key FIRST step for a patient experience professional in implementing a patient and family advisory council?

A) Inviting community members to join
B) Assembling written training materials
C) Working with leadership and staff to get buy-in
D) Meeting with current volunteers to gather ideas

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