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The Beryl Institute Certified Patient Experience Professional Sample Questions:

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

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

2. Which is the MOST commonly reported cause of adverse events affecting limited English proficiency
/culturally diverse patients?

A) Staff overlook cultural nuances, creating assumptions that affect patient safety.
B) Administrators fail to hire bilingual staff to fulfill appropriate language services.
C) Professional interpreters are not adequately trained to translate in medically challenging situations.
D) Family members, friends, and nonqualified staff are used as medical interpreters.

3. What is the BEST way to engage physicians in improving the patient experience?

A) Ensure they understand the goals of the institution.
B) Review all the negative comments that they receive.
C) Explain to the physicians about value in health care.
D) Create a meaningful physician recognition program.

4. Which steps are contained in the first phase of experience mapping?

A) Conduct data gathering.
B) Tell and sketch the story.
C) Identify moments of truth.
D) Prioritize and create storyboards.

5. What is the median for this group of numbers?
13, 18, 13, 14, 13, 16, 14, 21, 13

A) 14
B) 15
C) 13
D) 18

Solutions: