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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which is a central role for an effective facilitator?

A) Encourages the group to focus on outcomes
B) Identifies the most useful suggestions from the group
C) Guides the discussion to avoid conflict among participants
D) Creates and sustains a participatory environment

2. When is the BEST time to do service recovery follow-up?

A) Immediately after the issue arises
B) 24 hours after the issue arises
C) After discharge/appointment ends
D) After fully researching and validating concerns

3. Of the following process improvement methodologies, which MOST directly engages the customer in the process?

A) Total Quality Management
B) Experience-Based Design
C) Six Sigma
D) Lean

4. Significant differences between what end-users may desire and what healthcare systems are willing to do based on their expertise and resources is a challenge for design-thinking. What is the BEST strategy below to help bridge the gap and provide balance?

A) Needs assessment based on observational data and interviews, ideation, and prototyping
B) Review of system budget and resources, identification of solution, implementation, and 6- month check
C) Staff interviews and PDCA cycle implementation
D) Empathy for end-user desires, a clear awareness of current state experiences, and identification of issues that can interfere

5. A clinician ' s understanding of which factors has the GREATEST effect on their ability to manage a patient ' s care and anticipate the outcome of treatment?

A) The patient ' s attitudes about the diagnosis, care, and treatment
B) The attitude of the patient ' s family toward the patient
C) The patient ' s attitudes, preferences, and personal values
D) The clinician ' s personal attitudes, preferences, and personal values

Solutions: