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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. Which strategy BEST demonstrates an effective integration of patient and family advisors?

A) Presenting completed plans for newly designed patient rooms to the patient and family advisory council
B) Inviting families in the hospital or hospital board members who have been patients to join the patient and family advisory council
C) Hosting a reception for patient and family advisors to meet hospital executive leadership
D) Utilizing patient and family advisors as members of interview panels for hospital key leadership positions

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

3. Which of the following BEST leads to higher levels of treatment adherence?

A) Spending time addressing patients ' concerns and discussing management of their health conditions
B) Providing written information specific to patients ' health conditions and allowing time for questions
C) Coordinating discharge planning with all team members
D) Scheduling timely follow-up appointments

4. Focusing on which departments is a strategy to move overall organizational performance for patient perception of care?

A) Departments that focus on ICU patients
B) Departments that focus on medical patients
C) Departments that receive the lowest amount of survey returns
D) Departments that receive the highest number of survey returns

5. Which is the MOST commonly reported cause of adverse events affecting limited English proficiency
/culturally diverse patients?

A) Professional interpreters are not adequately trained to translate in medically challenging situations.
B) Family members, friends, and nonqualified staff are used as medical interpreters.
C) Administrators fail to hire bilingual staff to fulfill appropriate language services.
D) Staff overlook cultural nuances, creating assumptions that affect patient safety.

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