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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. An increasing number of patients and family members believe that their treatment plans are wrong. Unit leaders report high census, staffing challenges, and difficult patient behaviors. What is the FIRST step a patient experience professional should take to address this situation?

A) Seek additional information by reaching out to friends and colleagues who have been patients and ask whether they have had similar experiences.
B) Create communications training for front-line staff and physicians.
C) Seek additional information by reaching out to patients and families to ask about their involvement in the care process.
D) Work with unit leaders to develop and add a custom question to the patient experience survey.

2. Which statement BEST describes HCAHPS?

A) A financial benchmarking tool for payer reimbursement performance
B) An internal employee engagement survey used only for hospital workforce culture
C) A complaint-resolution workflow used only in ambulatory clinics
D) A national, standardized, publicly reported survey of patients' perspectives of hospital care

3. Which of the following is a key consideration when refreshing organizational culture?

A) Focus only on the future, not on the organization's history.
B) Recognize that people at all levels across the organization are vital to success.
C) Understand that people need to perform tasks, so train to this.
D) Identify culture missteps and discuss solutions.

4. What measures the dispersion of the data set?

A) Distance
B) Mode
C) Median
D) Variance

5. The patient experience professional identifies experience-based co-design (EBCD) as the best approach to understand and ease growing challenges in an outpatient oncology setting. Which of the following is the BEST strategy to increase stakeholder collaboration in the process?

A) Schedule exclusively in-person focus groups for current patients to redesign the process.
B) Develop a questionnaire for patients to learn about their exam room experience in the outpatient oncology care setting.
C) Develop a series of staff and patient workshops to capture dialogue about different aspects of outpatient oncology services.
D) Meet with a project manager and define tactics for an outpatient oncology action plan.

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