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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which is the BEST practice for conducting post-visit phone calls?

A) A third party with whom the organization has contracted calls the patient within 7-14 days of discharge to inquire how the patient is doing, review the discharge instructions, and answer any other questions the caregiver might have.
B) A nurse who personally cared for the patient calls the patient within 1-2 days of discharge to inquire how he or she is doing, clarify discharge instructions as needed, and answer any other questions the patient might have.
C) The nurse manager (or other nurse leader on the unit where the patient received care) calls the patient within 1-2 days of discharge to inquire how he or she is doing, clarify discharge instructions as needed, and answer any other questions the patient might have.
D) The discharge nurse calls the immediate caregiver of the patient within 1-2 days of discharge to inquire how the patient is doing, review the discharge instructions, and answer any other questions the caregiver might have.

2. Which is the MOST significant benefit when being transparent with a provider's patient experience data?

A) Encouraging competition among high performers
B) Creating a sense of urgency and accountability for improvement
C) Identifying where positive practices are occurring
D) Identifying top performers for the purpose of recognition

3. 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) Role play scenario
C) Patient focus group
D) Direct observation

4. What is the BEST way to immediately address any type of patient experience failure?

A) Kaizen events
B) Capture complaints
C) Service recovery
D) Grievance letters

5. Which term describes patient experience survey data made up of comments?

A) Quantitative
B) Quality
C) Anecdotal
D) Qualitative

Solutions: