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The Beryl Institute CPXP Exam Syllabus Topics:

The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which of the following can ONLY be achieved through qualitative data collection methods?

A) Determining the healthcare priorities of the community served
B) Identifying top opportunities for patient experience improvement
C) Understanding why patients feel a certain way about their care experiences
D) Measuring a healthcare organization's performance on patient satisfaction

2. A non-English-speaking patient is asking questions that indicate a lack of understanding of the procedure that the patient is about to undergo. Which component of the patient ' s rights has been neglected?

A) Confidentiality of personal health information
B) Respect for cultural diversity
C) Patient's right to file a complaint
D) Informed consent

3. Which is the BEST way to de-escalate a situation in which a patient is acting in an agitated, aggressive manner?

A) Maintain a smile.
B) Use short, simple sentences.
C) Keep hands in pockets.
D) Stand close to the patient.

4. Who is ultimately responsible for ensuring that patient experience is strategically aligned with the goals of the organization?

A) Chief nursing officer
B) Chief executive officer
C) Chief operating officer
D) Chief experience officer

5. An organization has decided to create behavior standards to specify what behaviors are expected. Which statement describes an appropriate implementation of this practice?

A) Understand that on a very busy day, staff might not be able to uphold all behavior standards.
B) Focus all behavior standards on the external customer because that is the primary target.
C) Create broad service standards such as "demonstrate a positive attitude" so that they are applicable.
D) Engage staff in creating the behavior standards and ensure that everyone signs the final product.

Solutions: