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The Beryl Institute CPXP Exam Syllabus Topics:

The Beryl Institute Certified Patient Experience Professional Sample Questions:

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

2. Which is the MOST effective example of staff recognition?

A) Sharing positive patient comments in the organization's newsletters
B) Thanking the staff for their efforts during a personal visit from the senior leader
C) Posting patient experience scores in public areas for everyone to see
D) Reading a positive patient letter during a town hall meeting

3. Which leadership action MOST supports a sustainable culture of patient experience improvement?

A) Delegating all patient experience work solely to the patient relations department
B) Setting clear expectations, conducting regular leadership rounding, and acting on feedback with visible accountability
C) Waiting to address recurring concerns during the annual strategic planning cycle only
D) Reviewing patient experience scores privately at the executive level only

4. Which of the following is considered a complaint?

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

5. Which is the MOST reliable way of communicating survey performance to key stakeholders as part of the improvement process?

A) Development and implementation of a comprehensive dashboard for leadership with all care experience performance metrics that are being tracked
B) Development of a list of websites for employees to use in order to access organization and department- level data when needed
C) Development of performance reports by individual teams posted on communication boards
D) Development of an organization-wide dashboard down to the department level shared broadly and regularly with leaders, providers, and staff

Solutions: