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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which strategy is MOST effective in engaging physicians in understanding the business case for improving the patient experience?

A) Implementing a provider compensation program in which service metrics are tied to salaries and physicians are awarded for their patient satisfaction scores
B) Involving physicians in training and improvement strategies regarding communication in health care
C) Providing recurrent, consistent education and building understanding for such things as pay-for- performance programs and how they may impact them personally
D) Transparently posting physician patient satisfaction data in the organization and creating a competitive environment

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

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

3. Some important topics to consider in building effective cultural competence learning opportunities include all of the following EXCEPT:

A) Effective cross-cultural communication.
B) Full knowledge of cultural practices and beliefs.
C) Supervising a multicultural workforce.
D) Working effectively in diverse teams.

4. In order to achieve the best use of personal health records and patient portals, which is MOST important to consider?

A) Widespread accessibility and exchange of data
B) Convenience for scheduling and medication refill
C) The ability to write unlimited complaints
D) The ability to track patient movements and deliver targeted advertisements

5. Management views turnover as a cause for low patient experience scores. Which is the BEST question for the patient experience professional to ask to give insight into this issue?

A) Is the rate improved over the prior year?
B) Is there a retention bonus in place?
C) Why do staff leave?
D) What is the turnover rate?

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