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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Administrators voice concern that physicians in a medical practice group seem stuck at the same scores on patient experience surveys. What is the BEST next step for the patient experience professional to build engagement and move forward with improvement actions?

A) Meet with medical practice leaders to learn their expectations and identify physician leaders within the practice.
B) Publicly share individual physician patient experience scores and percentile rankings.
C) Work with the front-line team and survey vendor to improve survey response rates.
D) Share improvement tips focused on communicating with patients.

2. What is the meaning of "validity" in the context of a patient experience survey?

A) The degree to which an individual responding to a survey understands how the survey results will be used
B) The degree to which the measurement made by a survey corresponds to a true value
C) The degree to which the results of a Likert scale survey correspond to equal quantitative intervals
D) The degree to which a survey applied to the same object yields the same results each time

3. A healthcare organization wants to leverage their patient experience scores to support their brand messaging that the organization is a world-class health provider. Which data element would BEST support this campaign?

A) A previous fiscal year's percentile ranking for Likelihood to Recommend on the state benchmark
B) A list of key drivers' performance within the past two fiscal years
C) A 3-to-5-year series trend of the organization's overall percentile ranking on the national benchmark
D) A year-to-date top-box score for Overall Rating 0 to 10

4. Which practice BEST ensures learning across interdisciplinary teams?

A) Forming department service councils
B) Implementing a service champion network
C) Using patient comment cards
D) Conducting patient experience training

5. One of the most fundamental factors in making patient experience improvement a top priority in any organization is the inclusion of which of the following?

A) Executive champion
B) Experience educator
C) Executive coach
D) External consultant

Solutions: