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The Beryl Institute CPXP Exam Syllabus Topics:

The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. When engaged in organizational transformation, which of the following is directly proportional to the probability of success?

A) Senior executive ' s commitment and level of personal involvement
B) Degree to which adequate preparation and planning occurred at the onset
C) Cross functional accountability experienced in the organization
D) Competency and knowledge of management and the front-line staff

2. Which is the MOST important element to consider when selecting a patient experience survey vendor for an organization?

A) Use of the vendor by competitors
B) Use of externally validated and reliable survey instruments
C) Pricing of the vendor ' s services
D) Ability to provide reliable longitudinal data

3. Which nonverbal cue demonstrates empathy while performing service recovery?

A) Acknowledging the concern
B) Remaining in a standing position
C) Writing notes for reference
D) Maintaining eye contact

4. Which of the following BEST explains the distinction between patient experience and patient satisfaction?

A) Patient experience is focused on service outcomes while patient satisfaction is focused on happiness.
B) Patient experience is subjective while patient satisfaction is objective.
C) Patient experience is about individual encounters while patient satisfaction addresses overall perceptions.
D) Patient experience is about the integrated encounter while patient satisfaction addresses individual expectations.

5. A patient experience professional is asked by leadership to develop an action plan for improvement based on the measurement of a key driver question. Which step should the patient experience professional take FIRST?

A) Create patient satisfaction measurement tools.
B) Reward and recognize staff to reinforce good behavior.
C) Implement a patient and family focus group.
D) Obtain the latest satisfaction measurements.

Solutions: