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The Beryl Institute CPXP Exam Syllabus Topics:

The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. When is the BEST time to do service recovery follow-up?

A) After fully researching and validating concerns
B) Immediately after the issue arises
C) 24 hours after the issue arises
D) After discharge/appointment ends

2. Which strategy is MOST important to ensure successful improvement outcomes?

A) Develop and communicate clear goals supporting the organization ' s mission and values, combined with consistent measurement and aligned behaviors.
B) Develop communication boards with updated performance metrics on all units throughout the organization.
C) Develop an organizational performance dashboard with all goals and associated metrics updated on a regular basis.
D) Develop patient advisory councils to ensure that the patient and family voices are part of the organization ' s culture.

3. A patient experience professional is meeting with a group of front-line nurses on a medical/surgical unit to identify why they are having difficulty hourly rounding on their patients. Which process improvement tool should be used to determine the root cause?

A) An inter-rater reliability tool
B) A Six Sigma control plan
C) A "5 Whys" exercise
D) A regression analysis

4. Referencing the Change Model graph below, where in these zones does "The Point of Decision" usually occur?

A) In between the "Zone of Status Quo" and "Zone of Disruption"
B) In between the "Zone of Adoption" and "Zone of Better Performance"
C) At the midpoint of the "Zone of Status Quo"
D) In between the "Zone of Disruption" and "Zone of Adoption"

5. In which of the following methodologies for process improvement is emotional mapping used as an analytical tool?

A) Lean management
B) Experience-based co-design
C) Plan-Do-Check-Act
D) Total quality management

Solutions: