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The Beryl Institute CPXP Exam Syllabus Topics:

The Beryl Institute Certified Patient Experience Professional Sample Questions:

Question 1

Which is the MOST effective example of staff recognition?

A. Sharing positive patient comments in the organization's newsletters
B. Reading a positive patient letter during a town hall meeting
C. Thanking the staff for their efforts during a personal visit from the senior leader
D. Posting patient experience scores in public areas for everyone to see

Question 2

Which of the following is an example of a process measure?

A. Wait times for lab test results
B. Patient satisfaction
C. Rate of hospital-acquired infections
D. Length of hospital stay

Question 3

During a brainstorming meeting, a team member appears resistant, stating, " Why are we even talking about this? We know nothing is going to change. " What is the BEST next approach in overcoming this challenge?

A. Escalate to a senior leader.
B. Create another shared work team.
C. Explain the reason for the change.
D. Agree with the team member.

Question 4

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. Create broad service standards such as "demonstrate a positive attitude" so that they are applicable.
C. Focus all behavior standards on the external customer because that is the primary target.
D. Engage staff in creating the behavior standards and ensure that everyone signs the final product.

Question 5

Which of the following BEST illustrates that a process change has worked?

A. Interviews with staff
B. Data showing significant change
C. Process flowcharts of the after process
D. Process flowcharts of the before process

Solutions: