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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. During a patient visit, the provider ensures the patient feels heard and all questions and concerns are addressed. What type of communication style has the provider adopted?

A) Collaborative communication
B) Structured communication
C) Patient advocacy
D) Patient health literacy

2. Which of the following is considered a complaint?

A) A report by a patient of abuse
B) A written letter about neglect by a caregiver
C) A comment on a survey that could have been handled by staff
D) An email that requires a formal investigation

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

4. When reviewing patient experience survey data, a hospital unit ranks at the 67th percentile when compared to peers. How would this be explained to the team?

A) The unit needs to improve by 67 percentile points.
B) The unit has 67 percent of patients reporting they are satisfied.
C) The unit is performing better than 67 percent of its peers.
D) The unit is the 67th best performing unit in its peer group.

5. Which statement BEST reflects The Beryl Institute's definition of patient experience?

A) The patient's satisfaction score after discharge
B) The clinical outcome achieved during treatment
C) The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care
D) The efficiency of registration, billing, and discharge processes only

Solutions: